Should you use SMS for your feedback loop?
Photo by NordWood Themes on Unsplash
SMS is now available
Last month we introduced a new way of asking your customers for feedback and reviews via SMS.
Using SMS (text messages) along with sending survey email invites allows you to engage your customers in the way they prefer, which is yet another step in creating great customer experiences.
Ask your customer what they prefer
To determine if SMS is right for your business, you'll need to find out if your customer prefers SMS or email. If you already know their preference, great! If not, you should ask. In addition to asking during the normal course of business, you already have a tool at your disposal to help determine this.
Consider adding a question to your LoyaltyLoop survey that asks each customer their preference. If they prefer SMS, the survey can ask them to provide their mobile phone number too. If you want to add this question to your survey, simply reach out to our support team at support@loyaltyloop.com or 888-552-5667 option 3.
Other indicators of possible preference
Keep in mind there could be other indicators to help you determine a customer's communication preference. Do they work away from the office? Do they rely on their phone for everything? Are they younger? These are possible types of clients who might respond favorably to SMS survey invites.
As we discussed before about the new kinds of clients we can expect in the future, younger people have never known a world without cell phones and texting. As more of the workforce is populated by younger generations, you will likely see a greater need to embrace SMS, and it may ultimately become the primary method of communication.
A trick to identifying customers who might prefer SMS, is to look in your Customer view in LoyaltyLoop. Any customer who has never given feedback to your survey, which has only been sent via email at this point, might be someone who does not prefer email communication. Consider engaging these people to identify if they prefer SMS.
Why SMS can be powerful
In addition to the primary benefit of communicating in the way your customer prefers, there are other reasons why your customers might respond to SMS survey invites:
- Over 90% of SMS messages are read within 3 minutes of receipt
- SMS is accessible to nearly all mobile phone users
- By definition, SMS messages are short and can be read in seconds
Overall, SMS is an effective and efficient way to communicate with customers, providing a fast, convenient, and cost-effective way to keep them informed and engaged.
Are you ready to begin sending invites via SMS to your clients? Please read our guide here, titled How to enable the SMS Add-On?. Or if you like reach out to us drop us an email at support@loyaltyloop.com or 888-552-5667 option 3, and we'll be glad to help.