As a small-business owner, it’s important to be efficient about how you communicate whenever possible. Just like your customers, you’re always on the move—and you need to make sure that every interaction helps build stronger, more connected relationships.
With a dedicated phone number for your small business, you’re on the right path. But there are times when making or taking a phone call just isn’t possible. Nor is it always the way customers want to do business. According to a 2016 Twilio study, 66% of consumers stated that texting was their preferred communication channel, which is what makes business SMS messaging so powerful.
With SmartLine, you can send and receive these SMS text messages directly through the app on your smartphone.
If you’re not using it already, now’s your chance to level up your interactions with customers and give them what they want.
1. Communicate quickly and effectively.
SMS messaging is arguably one of the most efficient ways to connect with your customers, with an average response time of 90 seconds (compared with a 90-minute response time for email). Texting also lends itself to concise conversations, making it ideal for updates and check-ins.
Your customers can reach out with simple questions, and you’ll be able to follow up with them immediately, without having to find time—and a quiet place—for a phone call or wait for someone to check their email.
2. Use message history to keep track of conversations.
Unlike a phone call or a series of separate emails, SMS messages have an easily viewed conversation history that each party can see every time they receive a new message. You never have to look back at your call notes or dig through your inbox to find the right thread. With business SMS messaging, you can track every conversation in the app, all the way back to the beginning.
That history ensures that you don’t miss out on any important details, and it acts as a reliable reference for subsequent conversations. It keeps everyone accountable. Both you and the customer can reference the conversation to verify what has already been explained or promised. It gives you the ability to track customer engagement and satisfaction as well.
3. Connect with customers on the go.
While your customers may not always be available to pick up the phone or respond to an email, they’ll likely have time to shoot off a quick text. The same goes for small-business owners. Even if you’re just letting someone know you’ve received their voicemail and will reply later with a full answer, an SMS message is the perfect tool.
These replies let the customer know you’ve received their message and lets you manage their expectations for additional follow-up, which is a great customer experience. It also helps keep your small business top of mind because you can check in, reply, or just say hi in only a few seconds.
4. Share information directly.
It’s not always practical to explain a complicated process over the phone. With SMS text messaging, you have the opportunity to share links, pictures, videos, and other content directly with the customer. Whether you’re troubleshooting a difficult issue, sending follow-up information, or looking to gather some additional details from the customer, SMS messages are a nice additional customer support tool kit.
While this kind of communication is just as possible through email, it isn’t as immediate, and it puts additional steps in place for your customers. Using business SMS messages, you can send information quickly while you’re on the phone or having a text conversation. Customers can also take and share pictures directly from their smartphones, which can go a long way toward simplifying your interactions.
5. Respond to voicemails (using transcripts).
Sometimes it won’t be convenient to return a phone call. Maybe you’re helping another customer or just trying to accomplish one of the myriad other tasks that make up a small-business owner’s day. With business SMS messaging capabilities, you can always let the customer know when they can expect a more in-depth reply.
While you can do this by listening to the customer’s voicemail, the SmartLine app provides an automatic text transcript of any voicemail, helping you save time and set expectations for the customer. Instead of waiting for a reply, they will know exactly when to expect a follow-up and will understand that they’ll have your full attention.
Set up your business SMS with SmartLine
With SmartLine, your separate business phone line includes SMS text messaging. It’s easy to get started:
- Sign up for your free trial with GoDaddy SmartLine.
- Choose a phone number.
- Connect your mobile device.
- Install the app via the automated text you receive.
- Start sending and receiving texts right away!
With business SMS messaging, you will be able to always connect with customers in the channel they prefer and will never miss out on an interaction. The ability to text helps build stronger relationships with the customer and keeps your small business top of mind.
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