Why Use Two-Way Texting for Customer Service
Texting is great for customer service because features like Two-way texting help you reach your customers and answer any questions they have.
Two-way text messaging is a way for industries or departments like Customer Service to carry out conversations with their customers, all without having to expose their personal number. One-way interactions are a surefire way to lead to more customers feeling uncared for and opting out of your messaging lists. Two-Way SMS messaging takes customer feedback and involvement to a whole new level. Instead of keeping a company or organization at a distance, two-way SMS encourages interaction, automated or otherwise. Being able to communicate with customers means companies or departments like Customer Service can gain invaluable insight into how their customers shop or use their services, how they make decisions, and how processes can be improved. Two-way SMS chats can be automated, semi-automated, or completely interactive depending on the company’s preferences and time constraints. Only Trumpia can carry out two-way text conversations with contacts that branch intelligently based on their answers in order to provide a personalized customer experience automatically.