Text Messaging for
Customer Service

Anyone that has worked in customer service can tell you: great service is key, but sometimes the phones just never stop ringing. Long queue times are a headache for everyone, as service reps need an occasional break to follow up with customers, management wants to see the customer experience improve, and customers expect their calls to be answered promptly. Everyone is looking for ways to improve customer service, that’s why more and more customer service departments are turning to texting.

Customer Service Use Case

  • Give customers multiple ways to reach you

    Some customers don't want to be put on hold and just have a simple question. SMS for customer service makes a great alternative to phone calls or email tickets.

  • Reminders for appointments

    Whether it’s an in-home appointment or something they need to visit your store for, SMS messages are the best way to send appointment reminders.

  • Confirmations for purchases or refunds

    A simple text message is a great way to let customers know that their payments have been received or that their refund has been accepted.

  • Use The Same Number

    A text messaging system can be established with your existing landline or toll-free number, which means you won't need to give your customers a second number to remember.

  • Alert customers when support tickets are updated

    Text messaging is great for giving customers service updates and doesn't require you to call them or have them check their email.

How an SMS Customer Support System Can HelpA text messaging system can improve the efficiency of your help desk dramatically. Rather than calling the help desk and being placed on hold, customers can text their questions or concerns to the help desk at their convenience. The employees staffing your help desk then respond to customers request in the order they are received.

  • Improve Customer Service Efficiency

    No one likes waiting on hold. In fact, 33% of customers hang up immediately when put on hold, and the rest will only wait an average of 13 minutes before doing the same. Your representatives are limited to one customer when they are on the phone, but with texting, your service representatives can use their customer service skills to simultaneously assist multiple customers at the same time, increasing customer service department efficiency. This both provides customers quicker overall response time and allows your service representatives to work with more than one customer at a time.

  • Schedule Callbacks Using SMS

    When a customer doesn't have time to wait on the line, your representatives can text a customer to schedule a follow up call at a more convenient time. This allows you to cater to your customers needs and will leave a positive impression of your customer service on your customers.

  • Improve Service with API Integration

    By integrating a messaging API like Trumpia’s into your current systems, automatically send messages to your customers about pending bills, provide shipping alerts, synchronize customer contact information, and more. This will help eliminate repetitive tasks that take up a lot of your reps time and give them more opportunities to follow up with customers and handle their queues more effectively and efficiently.

  • Improve Self Service to Lower Customer Service Center Queues

    Some questions, like account balance inquiries or questions about a store's hours, can be answered quickly and with little to no manual intervention needed. With the right SMS platform, businesses can allow customers to text keywords and receive this type of information automatically.

    To get the most out of SMS text services, brands need a high-quality SMS platform that works for them. Trumpia offers comprehensive SMS software that customer service departments can use to provide virtually any type of customer support service, and we provide automation that is second to none.

  • Improve Customer Service Quality with Surveys

    We’ve all heard when we call into a customer service department that our call may be monitored. With text messaging for customer service, your managers can read the threaded conversations your reps have with customers and easily see if quality and service standards are being met. And, after the customer has been helped, you can send them a text survey to learn more. SMS surveys are ten times more likely to be completed than traditional email or paper surveys, meaning you will get a lot more feedback and can convert that feedback into better service overall. Customer service department improvements are a win-win for you and your customers.

Use Support Reps Time More Efficiently

Text messaging allows the employees staffing your help desk to carry on conversations with more than one customer at the same time. This improves the efficiency of each employee and reduces customer wait times. Because conversations are contained in separate threads where all previous communications are easily visible, confusion is also reduced.

Rather than waiting for your staff to answer the phone, send text messages to customers to help desk instantaneously. They can then go about their business until a staff member is available to respond. This is also convenient for customers who are unable to contact the help desk during business hours.

Lifetime Engagement With CustomersTrumpia’s SMS software for Customer Service goes beyond mass texting. It automates your communications with
customers throughout their lifecycle with your company. Here’s an example:

  • 1Create a mobile keyword and advertise it in all of your existing advertising media to secure sign-ups for mobile coupons, loyalty programs, and promotional offers.
  • 2Automatically collect information about your customers so that you can tailor your messages to them based on the services they use.
  • 3Text-enable your business’s landline phone number, so customers can call or text the same number for service.
  • 4Quickly handle multiple customer questions and complaints.
  • 5Automatically send individualized shipment and delivery notifications.
  • 6Gather feedback using automated SMS surveys to improve your service. Because they’re sent via texting, you’ll get more responses.
  • 7Make your text surveys interactive, so they branch dynamically according to your customer’s responses, allowing you to ask deeper and more relevant questions.
  • 8Place a mobile keyword on your recall notices, service update reminders, and other notifications, so customers can text in to learn more or schedule appointments.
  • 9Automatically filter customers based on interests, purchase history, or behavior, so you send only relevant alerts.