What is SMS Customer Service?
Short message service(SMS) uses text messaging to spread promotional messages (upon recipient’s permission). How many of us use a quick text to ask a question or share information instead of making a phone call that will take up more time (if it gets answered) or sending an email that might not get noticed? Call center text messaging is a great way to reach customers in a way that’s quick and more likely to get noticed.
What Makes Outsourced SMS Support Effective?
There are a number of factors that make text message service centers effective. They can all be summed up by one important thing: text messages get read. End of story. According to recent research, 91 percent of Americans have a phone with ready access to text, and text messages have a 98 percent open rate. Compare that to emails with an average open rate of just 22 percent.
Almost half of all emails are junk emails. That’s why we have junk filters and folders and why so many mass emails never get read. People also tend to have multiple email accounts and let less pressing emails get buried in their inboxes (if they make it to their inboxes).
SMS text messaging services are effective because texts get noticed. People usually get notifications for each message they receive. Texts are supposed to be brief, and when well written by text message marketing professionals, they can get the results you want.