7 Mistakes to Avoid in SMS Customer Support
Avoid these common pitfalls to deliver top-notch SMS customer support
Guest Author: Alexa Lemzy, Customer Support & Content Manager
Text is one of the most popular forms of communication. When you think about it, there are many reasons why. It doesn’t require an internet connection like Facebook Messenger and WhatsApp. It doesn’t even require a smartphone, most any kind of cell phone has the ability to send and receive texts. Even when cell phone reception is weak, texts can still get through. And once they do get through, they’re usually opened within 3 minutes.
All of these reasons also make text an excellent channel for customer service. Businesses can reach a wider range of customers more quickly and efficiently, and they can offer clients the luxury of instant customer support via a preferred communication channel.
That being said, there are good ways and bad ways to use text for customer support. Time zone snafus, messaging clients who haven’t opted in, giving long-winded explanations via text and other no-no’s can all lead to frustrating customer experiences – rather than successful resolution of issues and inquiries.
Here are the top 7 mistakes to avoid when using SMS for customer support:
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