Create On-Demand Customer Support Experiences with SMS

Text messages are the perfect way to engage customers. Leave the stiff customer experience behind and create the people-centric experience of the future.

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Create On-Demand Customer Support Experiences with SMS

This article is the first in a two-part series on the foundation of your commerce communication strategy. Click here to see how you can talk to customers through more than text messages.

Think about the last person you texted.

It was probably a good friend, family member, or someone else important to you. We’ve been conditioned to respond to text messages quickly. Oftentimes, it’s because we’re talking to people we know and like.

Consider this: 77 percent of consumers aged 18–34 are likely to have a positive perception of a company that offers text messaging.

When it comes to customer experience, time sensitivity plays an important role for both the business and the customer. The customer is typically pressed for time, and wants the business to respond urgently. On the flip side, the business’s customer support team is often heavily in demand, overbooked, or potentially in a different geographic area or time zone. Businesses and customers need an intuitive, accessible, and efficient way to connect with each other.

On-demand conversations that take place without hiccups save precious time for both parties. They contribute to a great customer experience, which adds to the business’s bottom line in both the short- and long-term.

How Nordstrom Talks to Customers Through Texts

Since its founding in 1901, Nordstrom’s approach to business has been to provide exceptional customer service, selection, quality, and value. Based on a survey of their customers, Nordstrom found that a full third preferred texting as their main communication channel.

Created on the Twilio platform, Nordstrom built NEXT, a service that lets customers text their salespeople privately when they need assistance or have requests. You can learn more about their story here.

Nordstrom is not alone. Have a look at how these other companies also talk to their customers through text:

Final Thoughts

Gone are the days when customer support had one phone number and could be on the business’s terms. At the end of the day, the customer is much more than just a transaction number—the customer is a human being. Communicate with them accordingly, and your business will reap the rewards.

This article is the first in a two-part series on the foundation of your commerce communication strategy. Click here to see how you can talk to customers through more than text messages.