Throughout their lifetime, each consumer interacts with your firm on a number of occasions. Each of these touchpoints offers an opportunity to engage with your customer, have a pleasant interaction, and advance them to the next level while providing them with a positive experience. One of the most difficult challenges you’ll face as a business is figuring out how to engage your audience. The goal is to actually listen to and communicate with your customers — share news, tell a story, listen to them, reward and please them, and keep them returning for more.
What Is Customer Engagement?
Customer engagement is the overall relationship a customer has with a brand. It can be
strengthened or damaged with every interaction.
Why use SMS for customer engagement?
Many major firms expect SMS messaging to be a powerful and effective element in their customer engagement and marketing strategies. Text messaging is used by 97 percent of smartphone users on a regular basis. SMS messages have a click-through rate of 35 percent, which is more than ten times that of emails, making them a powerful tool for communicating with current and future customers.
How to increase customer engagement using SMS?
- Personalized SMS to right audience
Customers want to interact with businesses that use their personal information to provide them with more personalized buying experiences. personalization and targeting could be as simple as thanking a customer for a recent purchase, directing them to another product they might be interested in, or even a reminder to buy something they’ve bought before. Also, you can use segmentation to send personalization SMS by considering their recent behavior. So you can include personalized disconnect codes via SMS to keep them engaged with the business. Follow-up SMS such as thank you, offering similar products through SMS are the best practices for keeping boost customer engagement.
2. Integrating SMS with outbound advertising and marketing.
In an Omnichannel context, getting customers to text in an ‘SMS keyword’ in response to an offline campaign to unlock discount coupons, special offers, and event invites could increase engagement and lead conversion.
3. always keep customers updated on progress.
To keep the customer updated on the progress, SMS is the best-suited method. Through that, you can keep better customer update regarding the ongoing process. Used correctly, it can be a very positive surprise for them to receive the right information at the right place and time.
4. Send targeted marketing offers via SMS.
SMS is a strong tool for delivering customized marketing messages. You can send SMS alerts to customers announcing future sales as well as discount codes or vouchers based on their preferences and purchase history.
5. Send event reminders, appointment reminders via SMS.
Use SMS to promote events so that people are aware of them as soon as possible. SMS is perfect for promoting time-sensitive events because of its immediacy. Customers can also be reminded of crucial appointments, pending transactions, or their shopping carts using SMS. This kind gesture made at the right time could be all it takes to entice your customer to interact further.
6. Use an SMS tool for customer support.
Because SMS is such a personal form of communication, it’s great for customer support. It’s no surprise, however, that when given the option, 64 percent of clients choose SMS to voice. SMS allows you to communicate directly with your clients, creating a secure and confidential environment in which they can freely express their feedback and grievances.
SMS clearly offers a lot of value in the customer engagement process. Use text messaging to drive sales, gather feedbacks, provide services, and communicate with your audience. Now free signs up is available at https://cloud.websms.lk.
Author – Piyumi Hansika
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