Archive for January, 2019

How To Boost Your Customer Service Using A Bulk Text Messaging Service

Monday, January 21st, 2019

How To Ramp Up Your Customer Service Using A Mass Text Message Service

How To Boost Your Customer Service Using A Bulk Text Message Service

The cost to acquire a new customer is typically quite high and depending on what you’re selling can take weeks, months or years to actually bring them on as customers.

Because of this it’s essential that once you do bring them on as customers your new goal is the keep them as customers for as long as possible and this is where having a sound customer service strategy earns its keep.

In this article, I’ll share how using an SMS text message service can ramp up your customer service strategy.

 

Use Bulk Text Messaging To Meet Them Where They Are

A lot of businesses think customer service is purely reaction-based but it’s a really smart idea to find ways to engage with customers, ask them questions, find out what they want, what annoys them, what delight’s them and then bring that data back home to try and embed or remove those things.

Where are your customers?

The problem is, your customers are…everywhere.

These forces businesses to build Facebook fan pages and groups, get Instagram going, Tweet updates, write new content and produce professional looking videos on YouTube which spread your marketing team thin while not really producing any results.

The great thing about text messaging is that 82% of Aussies are connected to their mobile devices.

Wherever they are online you know for a fact that you can reach them anytime you want by sending them an SMS message.

 

Learn From Customers With Text Message Surveys And Polls

While 10-20% of your customer service improvement ideas may come from the team internally, most of the gold is found inside your existing database of customers.

Inside your customer-base, you will have different types of customers who have different needs and because of this, you can glean amazing new opportunities.

While email is a good channel to use you’ll only get 20% opening the email (at best) by using SMS almost everyone will open and read your request and so you will bet more feedback.

Use bulk text messaging to send out a link to surveys, polls and feedback forms.

 

Speed Is The New Norm

Customers expect to send in a request at 3 am and get a reply 2 minutes later, it’s crazy but that’s the world we now live in.

It’s not that being fast will win you extra brownie points because it’s expected, it’s being slow will do all of the damage.

The two places where you need to be fast in your response is:

  1. Questions from potential customers
  2. Complaints from existing customers

If your customer service team can respond quickly to questions from potential customers your conversion rate will go up because it shows them that your company will look after them when you become a customer.

When a mistake happens, faulty product late deliveries, over-charging etc. it is an opportunity to not only kill the monster while it’s little but endear your customers towards you.

Phone calls can lead to playing phone tag and emails can end up in SPAM but customer service text messages are instant plus will get seen, opened and read by the recipient.

 

Post Purchase SMS Follow-Up And Surveys

Once a person has bought a product from you one of the smartest things you can do is reach out to them via text message.

This reaffirms that they made a good decision and that you’re available if they need any help.

A “how did we do from a scale of 1-5?” text survey is a good and easy way of measuring and tracking performance.

 

Order Updates And Delivery Status Reports

When a person makes an order there is always a little bit of doubt that creeps in, usually, they want to know:

  1. Was the order received?
  2. How long will the order take to be delivered?
  3. What happens next?

An automated text message with all of this information is a great customer service tactic because it closes off that mental loop and that customer can move on with other things.

The day before the order is to be delivered send out another text letting them know that their order will be delivered tomorrow at even better give a rough time estimate.

 

Text Message Appointment Reminders

Text appointment reminders are one of the most useful and profitable strategies and are used a lot by our customers.

For example, hair salons constantly grapple with no-shows, it’s a double-whammy, they lose out on the money they would’ve have gotten and they need to still pay staff who are now doing nothing for an hour or more.

Sending a quick text reminder a day or two before to confirm a chair booking gives them time to re-book another client if the scheduled one cannot make it.

Businesses will also use text reminders to remind their customers about direct-debits that are due to come out reducing default fees.

Property managers set up an automated text messages to remind tenants about inspections.

 

 

Why Bulk Texting is a Must Have for Schools and Universities

Monday, January 21st, 2019

Why Bulk Texting is a Must Have for Schools and Universities

Why Bulk Texting is a Must Have for Schools and Universities

As mobile continues to weave itself into every part of our lives SMS has continued along with the ride making communication incredibly fast and effective.

Schools and universities are now able to add more value by reaching parents and students instantly with news, updates and important information with bulk SMS messaging.

 

What is Bulk Texting?

Bulk SMS also referred to as Mass Texting allows a person to send a text message to one, hundreds or thousands of people instantly and is used by anyone who wants to guarantee their message is delivered quickly but also read and acted upon.

Most people (97%) will read their text message 4 minutes after they’ve received it compared to email which is typically 90 minutes if seen at all.

SMS is a step down (and some would say a more polite) from receiving an actual phone call making it a very direct communication channel.

In this article, I’m going to share the top 6 reasons why schools and universities can gain maximum benefit from bulk text messaging.

 

  1. Fast and Easy Setup

The thing our clients love about this system is that it is incredibly easy to set up.

All you do is take your contacts list and upload it to our system and you’re ready to start sending text messages.

Sign up for a Free Account where you can upload your contacts and we’ll load your account up with a few text messages so you can see how it all works.

 

  1. Everyone Reads Their Text Messages

With so many things fighting for our attention we’ve managed to create filters (both software and psychological) to help us sort, sift and filter through what messages we allow in instantly, which we hold off until later and those which we throw into the SPAM pile.

SMS messaging is one of the VERY few which grabs a person’s attention instantly.

While emails, push notifications, Facebook messenger alerts and the like can be put off until later receiving an SMS is completely different, we want to know who texted us.

This is reflected in the incredibly high open rates of SMS sitting at anywhere from 82-98%.

In short, if you absolutely need to get your information read, sending an SMS message should be your first option.

 

  1. Keep Parents in the Loop

When I was young my school teacher would hand me a notice and I would drop it into my school bag where it would then stay for weeks.

My parents were never in the loop and the school missed out on fundraising and other activities.

Instead just text parents directly with:

  • A link to the latest newsletter
  • Cancellations
  • Transport updates
  • Class trips and permission slips
  • Fundraising events
  • School fees
  • A link to school reports

 

  1. Keep Your Teaching Staff Updated

A lot of our clients use SMS just as much for internal communications as much as customer communications.

If there is a fire drill or an urgent assembly that has been scheduled then sending a reminder text is perfect for making sure that teachers are in the know and can prepare their students.

 

  1. Emergency Situations Handled in a Timely Manner

At some point, there will be some form of emergency that will happen at school or on campus grounds and it is essential that you have the right communication channels ready to go.

For example, if a child is hurt then a quick text followed up by a phone call is an appropriate action.

On the other hand, if there is an emergency that poses a risk to everyone at school or on campus grounds then sending out a bulk SMS is the most efficient and reliable way to ensure everyone is updated with the best information.

 

4 Ways To Use A Bulk SMS Service To Build Your Retail Business

Monday, January 21st, 2019

4 Ways To Use A Mass Texting Service To Build Your Retail Business

4 Ways To Use A Bulk SMS Service To Build Your Retail Business

The greatest opportunity regarding bulk SMS is the fact that a lot of people own mobile phones which gives retailers an incredible amount of reach, in fact in Australia 82% of the population owns a mobile device.

Your customers are mobile.

Not only that but they’re using mobile while in your store while they’re thumbing through products and it’s only when they’ve done they’re mobile research will they then speak to a salesperson.

Since shoppers are already on their device you have the ability to reach them where they’re at BUT on a channel that they can’t ignore…SMS.

 

Is Bulk SMS Marketing Hard?

Bulk SMS may seem a little daunting for retailers who have not familiarised themselves with SMS platform but it’s incredibly simple to use.

In fact, if you’ve ever sent a group text message you’re 90% of the way there already the only other things you need to think about are:

  1. Setting up a list and then structuring a text message offer.
  2. List segmenting, which is creating different contact groups (takes 10 seconds).
  3. Scheduling, do you want to send the message now or later?

All 3 of these areas are taught in our SMS Marketing Guide.

In this article, you’ll learn 4 powerful ways you can use bulk SMS to drive more customers and grow your brand.

 

1. Generate A High ROI

One of the most powerful assets a retailer can own is a list of hungry customers.

If you are currently using email marketing then you already know how easy it is to send out an email and then have sales rolling in but imagine if you could double or triple those results?

A friend of mine who works for an online wine retailer is able to generate up to 300% more sales using SMS than their current email marketing campaigns!

This is an incredibly meaningful sales bump for them and is one of their secret weapons.

 

2. Send Irresistible Offers

Customers will always love a good sale and retailers can easily deliver on this while knowing that an incredibly high percentage of their customer list will open, read and then act on that offer in a way that most other marketing channels cannot achieve.

This customer responsiveness is exactly why retailers love SMS in fact, according to Smart Insights:

Over 97% of text messages are read within the first four minutes and of those people, 19% will click a link in an SMS campaign.

 

3. Send Stock Updates And Notifications

SMS Subscribers will definitely want to about new stock arriving or even when stocks are low.

This insider-information is another great way to set up pre-orders and move old stock from the shelves and if you want to drive even more traffic then attach a limited time offer to your SMS.

 

4. Mobile Loyalty Program

MLP’s (Mobile Loyalty Programs) are a fantastic way for a retailer to deepen the relationship with their customers and build their brand image.

They also reduce SMS unsubscribe rates.

And of course, they’re a smart way to lock in long-term, repeat business which is ultimately how a retail business grows.

 

Summary

When used in an integrated way with all of your other marketing channels SMS is an incredibly effective way to market of a personal level to each of your customers which strengthens your brand while creating more sales stability since you know they your messages are being seen by proven buyers or at the very least have shown a strong interest in what you have.