Delivering exceptional customer service holds the key to unlocking success for any business. If you cannot interact effectively with your customers, in a way that resonates with them, you will have a tough time selling your products or services to them. Businesses depend on customers, and to thrive, delivering exceptional customer experiences should be your top priority.

Exceptional customer service translates to many important benefits such as improved satisfaction and higher sales, leading to retaining customers and repeat purchases. Poor customer service on the other hand dents your brand’s image and success.

It’s likely that you already have a customer service strategy in place, but are you delighting them with your service when comes to dealing with their concerns or complaints? With the GirkSMS app, you can deliver automated, intelligent customer service at scale with personalized engagement across every interaction.

What is SMS customer service?

SMS customer service involves the use of text messaging to communicate with customers. You are most likely already using email, phone, or support tickets for providing customer service. With the GirikSMS app, you can bring in intelligent automation to your existing processes to address their concerns quickly.

The GirikSMS app brings in a whole new approach to building customer relationships and allows customers to reach out to your support team without waiting in queues over a phone call or sending an email.

With GirikSMS you can:

Collect customer feedback. You can launch SMS campaigns to request customers for feedback about your products, services, and even service experiences.

Send appointment reminders. With GirikSMS, you can automate outbound appointment reminders and include links to virtual meetings so that your customers are always in the know.

Send order updates. With GirikSMS, you can send automated order updates over text to apprise your customers of the status of their latest purchase. 

Resolve issues. If customers have concerns regarding a product or service they purchased, they want a quick resolution. With GirikSMS, you are always available to your customers.  And with easy point-and-click integration with popular CRM platforms such as Salesforce, GirikSMS empowers your support teams to resolve issues faster than ever.

Answer questions. Research indicates that almost 80% of customer support cases are routine queries. With the GirikSMS app, you can automate responses to these queries without the need for additional support staff.  

Benefits of GirikSMS customer support 

SMS-based customer support is key to significantly reducing turnaround times. With GirkSMS-powered customer support, you can boost your customer satisfaction metrics and encourage loyalty.

Here are some benefits of implementing GirikSMS for your customer service needs:

Lower costs. SMS texting is the most cost-effective way to manage customer queries because it's the fastest, it's 2-way, and can be scaled easily. Providing intelligent support via SMS can reduce your costs significantly and allow your support to focus on more complex cases.

Increased convenience. Texting is popular because it's so convenient. SMS-based customer service is queue-less, and customers can reach out to you at the time and place of their choosing, right from their smartphone.

Faster response times. With GirikSMS’s smart automation features and CRM integration, you can significantly improve response times. Issue resolution over a phone call can take several minutes, but with GirikSMS, you can resolve cases while customers are on the go. 

Better engagement. With GirikSMS’s 2-way SMS messaging capability, you can deliver quick resolution to customer issues at their convenience. Faster resolution at the convenience of customers translates to higher customer satisfaction scores and retention. 

Greater efficiency. With GirikSMS, there is virtually no limit to the number of cases you can handle concurrently. You are available to your customers 24/7 with no delays.

How to implement customer service text messaging with GirikSMS?

Now that you understand how GirikSMS-based customer support can improve your business, let’s understand how to implement it. 

Implementing any new process has its own challenges and you need to determine how you want SMS messaging to plug into your existing customer service strategy. Here are some tips.

1. Understand key features 

Key features in the GirikSMS app include:

• 2-way messaging
• MMS messaging
• Automation and workflows
• Surveys and Reminders
• Templates
• Metrics and Analytics
• Integrations with third-party tools and apps

 

2. Establish your workflow

Establish the workflows for your SMS-based customer service. Connect with your customers when and how it matters with automation features in GirikSMS such as workflows, email and SMS scheduling, custom triggers, and more.

3. Train SMS customer support staff

Communicating via text is very convenient and you can create a standard set of guidelines on how your teams should respond to incoming SMS messages from customers. This could include guidelines to use abbreviations and emojis. Teaching teams to use SMS is far easier than working with phone calls and emails.

4. Monitor and analyze your performance

Analyzing your performance on a regular basis can assist you in reaching your customer service goals. With GirkSMS, you can get key insights into the performance of your customer service messaging. These include metrics such as average response times, ticket resolution times, and the volume of tickets handled each day.

Best practices for SMS customer service

Implementing GirikSMS is only half the battle. You need to use it smartly to improve your support team’s efficacy and productivity. Here are some best practices to help you get the most out of GirikSMS.

Automate 

GirikSMS automation allows you to create custom workflows for outbound messaging that improves the overall efficiency of customer service.  For instance, you can leverage text messaging chatbots in GirikSMS or configure automated responses and templates to respond to common questions. Automation can help you save a lot of time and resources and enable you to scale quickly. Having said that, certain customer queries require intervention by a human agent. With GirikSMS’s 2-way messaging feature, you can give customers the flexibility and convenience to interact with a human agent whenever they want.

Personalize 

Personalization holds the key to all customer interactions.   It shows you understand them and value their time. With GirkSMS integration with your CRM, you can engage in personalized 2-way SMS-based interactions with your customers based on their account information and past behavior.

Organize

With GirikSMS integration with Salesforce, all your interaction data such as calls, emails, chats or texts are in one place.

Communicate in real-time

Some businesses already use SMS messaging to market their products and services to their customers. However, they may not be able to engage in conversational texting with you. With GirkSMS’s 2-way messaging capability and chatbots, your customers can now interact with you in real-time.

Solicit feedback

Feedback on your customer service experience is critical to understand how your customers feel. With GirikSMS, after each ticket resolution, you can send an automated text to your customers soliciting their feedback on their experience. This allows you to take corrective action on your shortcomings and evolve continuously. It also tells your customers that you value their opinion, thereby building trust and loyalty. 

Promote 

Your customers can’t text you unless they know they can. Ensure you promote your SMS customer support system so that your customers can communicate with you via texting. Tell them how to get in touch with you on your website, social media pages, and other marketing collateral to help them get started.

Use GirikSMS to enhance customer service

GirikSMS can complement your customer service strategy and boost customer satisfaction by offering them a very convenient way to communicate with your business. With GirkSMS, you can help customers interact with you, book appointments, make guided purchases, resolve support tickets, receive order updates, and get reminders and tailored offers.

 

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