5 Ways to Build Authentic Customer Relationships through SMS & Messaging
With the majority of today’s consumers using mobile phones and the Millennial generation moving into the largest group of consumers, it’s essential that virtual call center software has text and messaging capabilities.
Today’s consumers want the ability to both request and receive customer service via text messaging or other messaging applications, so forward-thinking companies need to make this a priority.
It’s important to recognize that the way you communicate via SMS and messaging will be different from traditional methods, and there a few things you can do to ensure you’re making meaningful connections with your consumers via messaging.
Exercise Empathy in All Text Communications
When your customers reach out to you, it is often because they have a problem they need help with. Ensure that every single customer feels validated, and take the necessary steps to ensure you truly understand what they want from you. Use emotional language at your virtual call center software that demonstrates there is a human connection and makes your customers feel appreciated and valued.
Always Open With Warmth & Personalization with the Help of Virtual Call Center Software
Always start the conversation with a warm and friendly greeting that shows your customer you really know who they are. Use their name, confirm their personal details, or mention their last purchase. Show them you’ve been paying attention and appreciate their trust.
Take Advantage of Your Customer’s Life Events
Celebrating your customer’s life events is a great way to build that relationship and encourage a purchase action at the same time. They will appreciate the fact that you know when their birthday is, or even when their children’s birthdays are. It’s the perfect time to congratulate them and send a coupon.
Educate & Inform Your Customers with Virtual Call Center Software
For some brands, short and quick educational text messages can be extremely powerful. Today’s consumers want to be empowered and educated, so they can make the best possible decisions. Anytime there is a learning opportunity via SMS, use it.
For example, your virtual call center software could send a message to everyone in a certain area where the temperature has dropped: When the temperature drops below this many degrees, the roads start to freeze. Have you booked your service appointment for your winter tires yet?
Send Them Helpful Reminders through Virtual Call Center Software
SMS and messaging is a great way to remind your customers about their upcoming appointments. Everyone is so busy today that we often forget our appointments. A phone call can often get missed, but you can be confident the text message will be received. Consumers like this type of reminder, because it doesn’t take up any of their time.
As your virtual call center software requires updates and moves into the future, you can rely on Nectar Desk virtual call center software to provide your business with all the features today’s consumers, and the future’s will expect!