Customers are more likely to stay subscribed to SMS messages when they see real value in the messages you send. That means if you’re planning to incorporate text message marketing, it’s a good idea to also include SMS customer service. Appointment reminders, delivery updates, and booking confirmations all rank above product or service discounts in terms of perceived value. Juniper found that retailers primarily used messaging for:Īll of these functions fall under the larger umbrella of SMS customer service.Īnd Gartner predicts that by 2025, 80% of customer service organizations will be using SMS and messaging, rather than native apps.Ĭustomers perceive these service SMS messages to be the most valuable ones sent by businesses. SMS accounted for 98% of that messaging traffic, and the retail sector accounted for 408 billion of those messages. Juniper Research found that global mobile business messaging increased by 10% in 2020, reaching 2.7 trillion messages. SMS customer service is the practice of serving customers through SMS messages, allowing them to “talk” to customer service agents via text. Source: eMarketer What is SMS customer service? retailers planned to increase their digital marketing investment in messaging and SMS.īy June 2020, that number had increased to 56%, outranking any other area for potential investment. So it’s no surprise that even back in January 2020, before COVID-19 upended the ways in which businesses interact with customers, more than half of U.S.

In many cases, they expect to be able to reach businesses by messaging or text. This differentiates it from social marketing, where the marketer posts public content that people can choose to like or follow.Ĭommon types of SMS marketing examples include:Ĭonsumers are becoming more and more comfortable interacting with businesses on their mobile devices. It’s a form of opt-in marketing that requires contacts to subscribe.

SMS marketing is the practice of sending marketing messages by text message. Bonus: Get a free, easy-to-use Customer Service Report Template that helps you track and calculate your monthly customer service efforts all in one place.

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