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The Key to Getting Customer Feedback and Reviews Via SMS & Text Messaging

The Key to Getting Customer Feedback and Reviews Via SMS & Text Messaging

Customer feedback has the power to nourish businesses—strengthening their ability to attract new buyers through positive reviews, while improving products and services with feedback from the existing consumers that constitute their base.  

However, creating surveys and the messaging around review requests can be a time-consuming process. What’s more, the effort is only worthwhile if the reviews lead to an increase in conversion rates. The best way to ensure your efforts net a response is to communicate in a way they’re most likely to receive, open, and actually read. 

Business SMS is one of the best channels to engage with customers and inspire them to provide feedback about your products or services, customer service practices, and overall brand experience. The advantage of these two channels lies in both open and response rates. 

SMS Marketing & Text Messaging Answer The Call For Customer Feedback

These days, people are rarely, if ever, away from their smartphones. And when they do pick up their phone after any amount of time away from it, the first thing they do is check to see if they’ve received any messages or notifications. And the evidence is not merely anecdotal. Check out these stats:

According to marketing campaign management research, SMS boasts a 98 percent open rate. Engagement rates via business text messages are high, too, with a response rate of up to 80 percent. This decimates email, which has an open rate of 20-30 percent and a response rate of a paltry 6 percent. Not only that, 90 percent of SMS messages are read within three seconds. 

And it’s not only the open rate that benefits when businesses deploy SMS efforts. In terms of conversion rates, 32 percent of recipients respond to SMS offers, with texted coupons being redeemed 10 times more often than traditional coupons. Meanwhile, 29 percent of SMS marketing message recipients click on the links they receive, with 47 percent of those going on to make a purchase. That’s close to a 14 percent conversion rate. Also, research by Smart Insights shows that SMS-based surveys also enjoy high conversion, with 31 percent of consumers responding to the request to take a survey, often within five minutes of receiving the message. 

The Difference Between Customer Reviews and Customer Feedback

On the surface, it may seem like the two things are fairly similar: you’re asking for someone to provide a comment on the product and/or service they’ve bought from you…right? But the difference between reviews and feedback comes down to a simple distinction: visibility. While customer reviews are typically intended for publication for as wide of an audience as possible, feedback is the process of gathering in-depth information that your internal teams can use to identify pain points and flaws, and improve your products and processes going forward. 

That distinction also means you need to be careful about which consumers you’re targeting these requests to: given how important peer reviews are as part of the buying process, it’s critical that you have systems in place to only ask your happiest customers–a/k/a the “evangelists”–to provide them. One rule of thumb to keep in mind is that negative reviews will always find you while positive reviews, more often than not, have to be requested.


For feedback, meanwhile, almost the opposite is true: while it’s certainly worth asking your happiest customers what they love, many of your best insights are likely to come from those who haven’t had the smoothest experience. 

The Best Time to Send Text Messages & Marketing Surveys

Since you can count on 20 percent of consumers clicking on a link in a text message, you should consider sending messages at the best possible moments during the customer journey. 

Request feedback on a recent purchase or service. After a customer makes a purchase, suggest they sign up for your SMS or texting service. If they opt in, offer a short survey to rate their satisfaction. 

Request a review following positive feedback. When a customer has indicated a high level of satisfaction with their purchase and/or the service they have received, it’s a perfect time to follow up with a review request. Whether you’re linking to a review form on Google, Amazon, Yelp or your own site, there’s no time like the present. Even better, with a solution like Salesmessage, you can add an event trigger to automatically schedule this followup for you.

Request feedback after a text-based support session. Since the customer is already using a messaging service to communicate with you, this is the perfect time to ask for feedback about your customer service team. 

Send a more in-depth survey at a later date. Measuring customer experience long after they’ve made a purchase can provide valuable information. Sending a Net Promoter Score (NPS) survey tends to receive high response rates when sent around two weeks after the customer’s journey is complete. 

Keep Your Text & SMS Messaging Professional

Even when writing in the shorthand often associated with text messaging, your style should always sound just as professional as your emails and other communications. It’s best to adhere to best practices when communicating through business texting and SMS surveys, no matter what stage of the buyer’s journey you find your customer. 

Here are a few quick points to keep in mind:

  • Stay on brand. Mention your company’s name. 
  • Be positive. Maintain a polite tone no matter the customer’s response.
  • Keep it short and sweet. Brevity will keep the conversation going.
  • Schedule text messaging. Stay consistent in messaging and marketing efforts. 
  • Proofread multiple times. Spelling and grammar errors could spell your doom.

Takeaway

Any text messaging marketing programs you deploy can have many benefits. While people have constant access to their email via smartphones, they still open text messages at a much higher clip. SMS plays a fundamental role in any marketing strategy—and it’s a role that will only continue to expand. 

The key to making all of this work is the ability to trigger messages automatically based on specific events, and to coordinate your SMS outreach with your other marketing channels. While Salesmessage integrates seamlessly with many existing CRM solutions, this functionality also exists natively within our platform, meaning you can easily filter customers while using out broadcast feature to target requests for requests for surveys, interviews, reviews and more. To learn more about how Salesmessage achieves this, and how we can help take your business texting to the next level, sign up for a free trial today.

How to Increase Ecommerce Conversions with SMS

How to Increase Ecommerce Conversions with SMS

If you’ve been in the ecommerce field for long enough to know how to Google “how to increase conversions”, you’ve no doubt seen any number of blog posts and ebooks all promising to help you do just that. Mostly, those posts have good things to say–albeit things that are probably a little obvious to most seasoned ecommerce marketers. Who isn’t trying to use better images and clearer descriptions? Who hasn’t at least played with the idea of offering free shipping to entice more of their users to smash that buy button?

But what if we were to tell you that the key to improving conversions isn’t just about A/B testing your product copy or cutting your margins? What if it’s about (whisper it) being in the right place, with the right offer, at the right time?

Need more specifics? Try this: most ecommerce sites aren’t leveraging the highest attention channel at their disposal. At all.

Given the site you’re on, and the title of the blog you’re reading, you don’t get any prizes for guessing that we’re talking about SMS. But take a bow if you already knew that 82% of consumers always read their texts–and 60% do so within five minutes of receiving them. That’s partly why the oft-cited stat of a 98% open rate on texts has held strong, even as SMS marketing has taken off in recent years.

Strategies to Improve Your Ecommerce Conversions With SMS 

Let’s get down to business: now that you’ve got the tools to find your ideal consumers at the exact right moment (the where and the when), it’s time to focus on the how. As in, how do you leverage this technology to deliver the results you want? Here are a few key ecommerce SMS strategies:

Loyalty programs

Whether you’re adding SMS options to your existing loyalty program or creating an SMS-only channel, there’s clear evidence that consumers are willing to trade their contact information for access to deals and promotions via text. Use cases can verge from simple SMS-only seasonal offers and flash sales to coupons for essential items that get delivered right when your customer’s last order is running low.

SMS Loyalty Program Text Message Sample

Deals & flash sales

Building on the loyalty program aspect, flash sales are perhaps the best use case for SMS messaging for many ecommerce sites. Injecting a sense of urgency and even gamification into your deals can help to nudge customers across the purchase line.

Sample text message for flash sale promotion

Abandoned cart followups

While it typically requires customers to be known and logged in to your site to activate, adding abandoned cart reminders and deals to your SMS outreach can also help to close more sales. That “hey you forgot something” email that your customers are so used to ignoring comes with a fresh urgency when the message is delivered to their text inbox–especially if it comes with an additional incentive such as limited-time free shipping.

Delivery/pickup details

OK, so getting a text about when your order is going to arrive, or where to pick it up might not be the thing that drives your first sale to a customer. But, done well, it is the kind of customer experience that will keep your customers coming back for more. And by “done well”, think more “here’s a message with a link to click that will allow you to pick up your product when you arrive”, as opposed to “this message confirms that your order will arrive on Thursday between 6am and 9pm.”

Live support on order issues

In that same vein, one of the most-wanted, and yet least-delivered-on use cases for SMS in ecommerce is the ability to access effective support in the same way that you’d check in on a friend who was late to an event: with a quick text message. While the person-power necessary to respond at scale to thousands of customers within a reasonable time frame can seem prohibitive, automation and chatbots can handle a lot of initial issues in exactly the same way as a phone tree (but much less annoying and time-consuming). And, with trained agents waiting to deal with anyone whose issue can’t be resolved with an automated response, the vision of an SMS-enabled order support process can be truly brought to life.

Conclusion

Harnessing the immediate reach and high open rates of SMS can be a critical tool in your ecommerce marketing strategy. Provided it is used appropriately, SMS is a powerful tool for improving ecommerce conversions and driving additional sales and revenue for your business. The key to it, as with all marketing communication, is not to abuse the trust that the consumer placed in you when they opted in to begin receiving your messages. That permission is the most valuable asset that a customer can provide; using it to provide relevant, timely offers and updates not only delivers on the reason they provided it in the first place, but helps to build the trust and confidence from those consumers that will keep them coming back time and time again–an outcome that should be the goal for almost any marketer.

How to Get Started 

Contact Salesmsg today to learn more about how SMS can boost your marketing efforts and help take your ecommerce conversions to the next level. 

Text us at (888) 409-2298 or start your free trial today.

The Benefits of SMS for Small Business

The Benefits of SMS for Small Business

In a world of nearly frictionless market access, consumers can change buying preferences with a click of the mouse or a swipe up the screen. Standing out in a crowded landscape of product offerings is hard enough for larger companies, but for small businesses with fewer resources, it’s extra tough.

For a company just starting out or any small business, achieving the right marketing mix with the optimal combination of effectiveness, cost, usability, and scale can mean the difference between thriving and closing up shop. And that’s where SMS comes in.  

Using SMS, or “Short Message Service” (AKA, texting) to send marketing messages provides small businesses a raft load of benefits that not only can enhance their overall marketing efforts but does so in a cost-effective manner that would make any marketing manager smile. Take a look.

SMS Marketing: Definition, Examples, and Strategies

SMS Marketing: Definition, Examples, and Strategies

Did you know the average consumer spends four hours a day on their phone?

It’s insane, and perhaps a little alarming, but true. 

Nearly half (46%) of people even admit to checking their phone before they get out of bed in the morning. 

Me? Guilty as charged. 

So what better medium to use for reaching consumers than their phone?

And hands down one of the best ways for businesses to communicate is through SMS marketing.

85% of consumers prefer to receive texts from brands rather than a phone call or email, and they’re 134% more likely to respond to a text than an email. 

And here’s the kicker. SMS marketing is still fairly uncompetitive, with only 39% of marketers currently using it. 

It truly is your oyster as long as you know how to use it correctly and follow some key strategies that have been proven to get mega results. 

That’s what I’m going to tackle at length in this post.

What Is SMS Or Text Message? | SMS Meaning

What Is SMS Or Text Message? | SMS Meaning

SMS stands for Short Message Service. 

SMS is the most common form of texting and is used to send messages from one mobile phone to another. 

Although SMS is a 101 level term, there’s still quite a bit of confusion as to what it exactly entails. 

In this post, I’m going to thoroughly dissect the meaning of SMS to give you a crystal clear understanding of the following:

  • What is an SMS? 
  • How does SMS work? 
  • How did SMS get started?
  • Why is SMS important? This is critical for marketing and businesses!
  • How you use SMS in your business.

So, what’s SMS? Let’s get into it.