Have you given much thought to how you communicate with your customers once they have ordered from your online store?
For many businesses, email is the obvious option; it is cheap, everyone else does it and all of your customers have an email address. But that is exactly the problem — because everyone else uses email, your communications get buried.
According to MailChimp, only 17.35% of ecommerce emails get opened. So, if you currently use email for order updates, then these communications are potentially reaching less than one in five customers.
The benefits of using SMS
Using SMS texts for customer service is a brilliant way to add customer value post-purchase for seven reasons:
1. It gets seen
SMS communications have a staggering open rate of 98%. Sending text messages ensures that your customers stay updated at every stage of the ordering and delivery process.
2. It is instant
At a time when customers have handed over money and they are eagerly waiting for news on their order, there is no better time to use SMS as a communication tool. 90% of texts get read within five minutes. Your customers will appreciate the instant updates.
3. It is personal
Mobile phones are very personal devices. Communicating through SMS to provide order updates shows you care and will build deep trust and loyalty.
4. It aligns with changing behaviours
With the growth of mcommerce, more and more consumers are buying goods through their smartphones. So communicating with them through a method that is more smartphone-friendly simply makes sense.
5. It doesn’t rely on internet access
Some smartphone users turn their internet off in order to save battery. Others simply don’t have 3G or 4G signal. SMS overcomes these technological issues.
6. It’s different
SMS makes your brand stand out from the crowd. With so many ecommerce businesses communicating solely through email, SMS is a great way to reach your customers.
7. It opens the door for future marketing opportunities
Once your existing customers have received customer service texts from you they are more responsive to future promotional texts that add value. For example, you could send a loyalty coupon with an embedded URL code to your online store.
The end result
SMS gives you a greater ability to keep customers informed in a way that’s personal and relevant to them, enabling you to engage with them throughout the order process. This not only leads to increased satisfaction — but also increased sales.