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Benefits of SMS as a Customer Support Channel

In today’s digital world, you would think that using SMS as a customer support channel is redundant. But my friend, you are in the wrong. Current Call Center Services Providers, target omnichannel experience and, SMS fits right into it. Since the majority of the customers are on their mobile phones, and SMS reaches to them right where they are. 

That is why more and more in-house and Outsourced Call Center Services are turning to SMS as another customer support channel.

It is the popular messaging channel and has the highest message opening rate among all platforms. So, if you want to reach out to your customers, it would be beneficial to reach them through SMS.

Here we have listed some of the benefits that SMS customer support offers.

  1. It is an immediate platform to reach out to customers. With back and forth messaging between customers and Call Center Outsourcing agents, customers are assured that they are being listened to and their issues resolved. SMSs can be automated for customer conversations so that both the customer and agent have a smooth flow of communication.

  1. Customers expect swift services at every level of their journey. And customer service is no exception, as efficient customer support is quite crucial to the success of any business. With SMS support, there is a fast response time as conversations are delivered right into their phones. They do not have to log into messaging platforms or browse the sites. There is quicker delivery and faster resolutions.

  1. SMS helps Call Center Outsourcing agents cater to many customer queries at the same time. If they can handle several customers and resolve their escalations, it directly impacts the receptivity and productivity in customer care. Moreover, the SMS platform provides the required context of the messages with the customer for delivering correct resolution.

  1. Customers hate the repetition of their complaints. They are already boggled by their queries and need them to be solved asap. It wastes their precious time and is also a sure-shot way to lose your customers. With SMS customer support, Outsourced Call Center Services agents working for a company can have access to customer history. Thus, without wasting any time, they can reach out to them with viable solutions. Customers are liberated from repeating their ordeals. In this way, they will also feel better as it will be like a personal communication handled with ease.

  1. SMS is a cost-efficient method of customer care. It is much economical than the phone calls. The overall cost comes much lesser with SMS than phone calls in customer care. It is also an efficient way to divert traffic volume from calls to messaging. It thus improves work capacity of the agents.

  1. An SMS platform is the best channel to collect customer feedback. Call Center Services Providers often use this platform to collect feedback from customers. It is easy to send feedback through SMS either in a simple one-word message or numbers without much hassle. Moreover, being a neutral communication channel, it keeps the conversations private between agents and customers.

  1. It is easier for Outsourced Call Center Services to integrate SMS customer support into Omnichannel Services platform. It can be integrated easily into the helpdesk as well as in the ticketing mechanism that makes it a breeze in providing customer care solutions.

  1. SMS support is easy way to send a reminders to customers and clients. Call Center Services Providers often rely on this efficient messaging channel to remind customers of important notifications. Customers get their reminders without getting disturbed as often happens with phone calls. It is minimally disruptive.

As we have listed the benefits of SMS in customer support, you can avail of this service with our Call Center Outsourcing solutions at LiveSalesman. With Omnichannel customer support, SMS is also one of the platforms we leverage for the success of your business. With proper integration in CRM platforms, we ensure your customers always get the support they need. Do contact us for further inquiries about the customer care services we offer.


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