SMS Software

Scale Up Your Business With SMS Support

With a high opening rate of 98%, SMS support is the most effective way to touch more customers. Whether it is a poor internet connection or a crisis-like situation, SMS gets you there. You cannot meet to discuss your new business offers. But you definitely can SMS it. Mails and calls can be ignored and rejected. But SMSes are definitely read and acted upon. And thus the contrasting response rates of 6% of email Vs 45% of SMS.

SMS is an affordable and the simplest way to reach out to clients. Innovative SMS support can help you to improve your service and thus scale up your business. You create more customer engagements no matter how many or few people work for your company. And this generates more revenues.

Twilio research states that 90% of all text messages are read within 3 seconds of receipt. For most people, a mobile device is on-hand all the time, which makes SMS support even more valuable if you’re looking to communicate with customers immediately.

Impressive SMS support also improves brand perception. So without any further delay, let’s jump into the proven SMS support features that CSRs believe have boosted their business communication strategies to generate more revenues.

SMS Support Features For Business

9 out of 10 global consumers want to text with businesses, but only 48% of businesses are equipped with SMS,  statistics as reported by Global mobile messaging report 2016.

Bulk SMS

Bulk SMS comes in handy when you want some information to reach a bulk of people. With bulk SMS your single message is received by 100s of people in a moment.

Feature

Upload a list of recipients from your contacts, click send, and there you go! Your text is sent out in bulk with just a click. Bulk SMS is the quickest communication channel to let your clients and prospects grab what new and profitable is waiting for them.

Bulk SMS for your business

Sales and marketing teams use bulk SMS to majorly deliver reminders, offers or promotions. Bulk SMS comes useful in targeted messaging as you can target customers based on region, demographics, interests and other features.

Moreover, you can also personalize bulk SMSes.  You thus add a special touch to your SMS support service. Bulk SMSes fetch immediate responses. You can roll out bulk SMS for promotions, critical alerts, timely notifications and so much more.

With JustCall, creating a bulk SMS campaign is a no-brainer task. You simply have to upload the contact list and schedule the campaign. It’s simple as that! You can schedule bulk text campaigns either for an immediate run or for future date/time.

Business Use Cases of Bulk SMS

Taking advantage of bulk SMS businesses can solve the following queries

  1. E-commerce – Send bulk SMS like “We are having a flat 30% stock clearance sale on electronic items” to notify hundreds of people about huge discounts, profitable deals, and heavy-sale days.
  2.  Real estate – Bulk SMS can update customers with newly built properties or discounted properties on sale. A list of those searching for rented properties can be all notified in bulk whenever such property is available.
  3.  Healthcare – Can run a bulk SMS campaign to notify people if they remain closed on any weekday(s). Clients can be notified about the opening of new clinics or a sudden change in the location of clinics.
  4.  Education – Students/parents can be updated with the exam routine, or a message like “From now onwards, classes 8-12 will have extra classes on every Friday from 2-3 pm after school” keeps parents informed about the school proceedings.

 SMS Automation

Automation makes messaging more cost-efficient. It also saves you from manual typing. And the best part, it takes care of customers when you are not at your desk. Deliver impressive customer service with automated sending of messages right from the beginning of the customer’s journey.

Feature

Use the SMS automation feature to send text messages automatically or when a certain condition is met right. Create contact lists and automate sending of timely service expiry reminders, renewal alerts for subscriptions, and regular payment and service reminders directly to your customer’s mobile phones.

Automation To Boost Your Business

Automate sending of SMS by setting triggers. The trigger can be a question put up by the customer or any action on the part of the customer. The trigger acts as the stimulus. In response of this, the SMS gets automatically sent to customers. SMS automation also generates more leads. SMS automation provides answers without the need to notify customers individually on call. And again, saves manual typing of text replies.

You can schedule automated texts for future events or set business/customer event triggers. You can automate texts like:

  • welcome texts
  • appointment reminders
  • subscription renewal reminders
  • feedback SMS
  • transactional SMS
  • confirmation SMS

Business Use Cases of SMS Automation

You can SMS for confirmation or feedback at any point along the customer journey. This helps you to boost customer satisfaction. Feedback SMS improves customer service.

  1. When one books a demo, an SMS can automatically reach the client with the meeting link
  2. when client books meeting on calendar, SMS reaches out with the meeting link in it.
  3. in the sales CRM pipeline, as soon as the prospect changes from the lead to the sign up stage the agent automatically gets notified via a message
  4. when a lead signs up for the product but forgets to pay or to convert it into a paid customer, a quick message can be automated saying “Here’s a quick payment link. There’s also a 5% discount if you can make it by today!”
  5. When the customer finally makes the payment, an automatic message confirming him of the order with the tracking link to track the order.
  6. In real estate, if a prospect clicks on a particular property, the notification and client details reach the broker. a message containing the broker’s contact and time of meet also reach the client or prospect immediately.
  7. In education – SMS is automated in response to a trigger. The student punches for biometry and the attendance reaches the parents confirming their child’s entry.

SMS Bot

SMS Bots are saviors when there is an unexpected surge in queries. An SMS Bot easily handles the volume by instantaneously answering generic queries. No need for an agent to intervene. Furthermore, this texting service is more empathetic and less robotic.

Feature

SMS Bots provide support to anyone making queries via text message using an SMS enabled number. They work intelligently by tracking the customer information from your database. When a customer asks a question the bot simply scans through the database based on the keywords extracted from the question. It then comes up with instant and updated information around the keyword/query.

Anyone can build these bots as you require no coding to create these bots. You can easily train your SMS Bot to reply to any given SMS in 3 possible ways, powered by the information in your data:

  1. Static text message
  2. Menu
  3. Dynamic Replies

SMS Bots for your business

Want your business to offer around the clock SMS support to customers? SMS Bot is your new-age business receptionist. Customers receive instant responses from the SMS Bot on your behalf. And you can simultaneously handle other important tasks.

Business use case around SMS bot

Now even if agents are not available, SMS Bot answers all questions.

  1. Travel Company: You can create a bot to auto-reply to some of the queries like ‘Which services do you provide’, ‘When is my trip scheduled’, ‘What is the cost of airport transfer’, ‘Do you provide corporate discounts’.
  2. Banking institutions: You can create a bot to auto-reply to queries like ‘What is my account balance’, ‘What is my credit card due amount and date’, ‘What are my last 10 transactions’.
  3. School: You can automate some of the queries like ‘Has my kid boarded the school bus’, ‘Is tomorrow a holiday’, ‘Who is the Science teacher’ etc
  4. Online coaching centers: SMS Bot can respond to frequent queries around timings of classes, fees for workshops, registration for online tests, requirements of online practicals, and so on.
  5. Services Business: You can easily convert queries into conversions by automating replies to some of the queries around pricing, working hours, etc
  6. Professionals: If you are a doctor, lawyer, accountant, or any other self-employed professional, scale up your business by automating replies to SMS queries.

How SMS Support Boosts Customer Service

Preferred Channel of Communication

85% of customers prefer receiving text messages over a phone call or email. A whopping 64% of customers say they’d prefer to use mobile messaging when it comes to updating or changing a purchase. As for businesses, 97% of companies found they communicated with consumers more efficiently after launching texting initiatives. These stats are in sync with the fact that SMS is definitely a preferred channel of communication.

SMS gives equal power to customers as both can equally access the chat records. Moreover, agents can solve more queries through chat than on call.

Ensures Customer Satisfaction

Asking for feedback with Feedback SMS shows that you care about how they felt after talking to your agent or using your product or service. Customers prefer reviewing with a one-word or a number response. Whether their experience is good or bad. The fact that their feedback is valued drives satisfaction.

SMS helps you to get their feedback with a click. Customers may hesitate to review or discuss service ratings or shortcomings over a call. But they are always ready to anonymously vote their experience. SMS support lets you easily host customer polls.

SMS channel is Cost-Effective

Calling is 3 times costlier than SMS. Besides, the costly and cumbersome process of hiring can be simply interchanged with SMS, especially, automation and SMS Bots. No doubt we have been relying on our SMS Bot feature to instantly pacify customers around several queries in their lifetime. Sms Bot can work on behalf of your agents. Then why spend on hiring new agents?

And on top of that, certain businesses can lower their operational costs with SMS, like e-commerce and logistics.

Increases Customer Engagement

By sending the right message at the right time you create more engagements. For this, you need to have a clear map of the customer’s journey. Segmentation of the journey and setting the right triggers to send SMS along the journey increases customer engagements. Prospects also get converted into customers if your text is able to deliver them what they are looking for.

Brings in Customer Happiness

Now you can provide instant and on-demand information to your customers by receiving queries and setting up automated SMS responses. Go one step further with JustCall and send multi-media files (e.g. informational brochures, PDF menus, product videos) with our Justcall MMS feature.

How SMS Support Boosts Sales

If you haven’t already inculcated SMS as a part of your sales process, you need to do it now. As compared to email and cold calling, the role of SMS in sales prospecting is often undermined. But, here’s the thing again – SMS has an opening rate of 98% and the average response rate stands at 45%. As a result, SMS can be instrumental in driving sales in the following ways:

Broadened Sales Reach

Running bulk SMS campaigns can help you reach out to a large number of prospects. Combine this with the high opening rate and the response rate on SMS. In this way, you can increase your potential sales reach manifold.

Ideal Follow-up Channel

The high open rate also makes SMS a great channel for following up after initiating contact. Whether you are waiting for a response after conducting a demo or sent out an email to a lead, SMS is an ideal medium for re-engagement.

Automated Communication at Various Touchpoints

SMS automation can work well for communications at different touchpoints along the sales journey. To power-up your outreach efforts, you can personalize your SMS messages to every lead. This will help you increase your chances of generating conversions.

SMS Automation for Surveys

Another way SMS can help you boost your sales is through surveys. For opted-in leads, you can run bulk SMS surveys. You can engage and re-engage your leads through single-question surveys sent out in bulk. Not only is it good for engagement purposes, but it will also help you get valuable information about your prospects.

Over to You!

Businesses or industries like insurance, and health services to name a few have used SMS support to give that special attention to customers. SMS support techniques have evolved a lot over the years. Now you can send photos, coupons, offer links any many more to your customers to drive sales.

SMS makes your service fast and efficient. You build a sticky customer base by easily interacting via SMS. And if you haven’t adopted it yet, getting started with SMS support is incredibly easy.

By now you must be well aware of all the SMS features and what SMS automation you can apply to your business. But if you want to see how you can use SMS to boost up your sales and customer service, schedule a free one-on-one session with our SMS experts. ????

Still having doubts around SMS features, read here:

SMS Bot For Effective Customer Support

See How SMS Bots Revolutionize Education Industry

Grow Your E-Commerce Business With Bulk SMS

Give Your Real Estate Business an Edge With SMS Bot

Supercharge Your Online Shopping With SMS Bot

With a foundational role at Saas Labs, Anand has been a key player in establishing the Product Management function and spearheading the launch of our Conversation Intelligence solution. His expertise in AI innovation guides both the strategic direction of the products and a team committed to excellence.

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