If you look around, nearly everyone is on their phones nowadays. Texting has become such a common form of communication because it is instant, live, and convenient. In our digital age, it’s becoming more evident that consumers want text-based customer support.
According to Gigaom, people open their text message 98% of the time, on average. On the other hand, emails are only clicked on 20% of the time. People are living on their phones. If companies want to interact with their customers, they should meet them where they’re at. Companies should understand their customers’ needs and incorporate SMS, chatbots, and other in-app messaging functions to stay on top of today’s trends.
According to MarTech Today, more than 70% of consumers aged 18 to 64 said their overall customer experience with a brand would be improved if they could text with a live agent. On websites and mobile applications, these can typically be found as chatbots.
A chatbot is a “computer program that automates certain tasks, typically by chatting with a user through a conversational interface” (Hubspot). Chatbots are powered by artificial intelligence, which allows them to answer specific questions, give personalized responses, and improve the overall customer support experience. Other chat functions are run by live agents, who are able to tailor their responses based on the customer’s requests, and sometimes even their mood. For example, if a customer is upset and worked up, a live agent can calm the customer down by messaging through the chatbot.
Unlike traditional customer service, customers do not have to listen to dreadful elevator music and are often served right away. Moreover, there are quicker response times between both the company and customers, in comparison to lengthy email exchanges. Companies can manage a large influx of customer requests and also provide a uniform customer experience that will have the customer coming back for more.
Moreover, chatbots allow companies to reach new markets by removing language barriers. Personalizing the customer experience leaves a lasting impression on the customer. Increasingly, chatbots are empowering the customer to communicate in a language most comfortable and convenient to them. According to research done by Intercom, 70% of end users say they feel more loyal to companies that provide support in their native language. By providing multilingual support, the company can also demonstrate their understanding of diversity and inclusion.
All in all, text-based customer support, including chatbots, are becoming the future of customer service and experience. Keep your customers satisfied and loyal to you with the real-time SMS customer service. What are you waiting for?