Did you know that it is 6 times more expensive to attract a new customer than to retain an existing one? However, companies often spend a lot of money on advertising to connect with new customers, neglecting any investment to retain existing ones. While this is not necessarily a bad strategy, it is not sustainable in the long run.

In a competitive market, consumers are no longer only interested in the companies that offer the best price. They also look for the quality support they get after the sale. In fact, 7 out of 10 customers are willing to spend more for excellent after-sales service.

In today’s competitive marketplace, how can companies differentiate themselves by improving the post-sale customer experience? Surveyed consumers have revealed that the companies that are most accessible and continually interact with their customers are the ones they look to buy from.

In the age of mobile apps and social media, SMS is an often overlooked form of communication. However, with 98% of text messages being read, and most within the first 5 seconds, it is one of the most effective communication channels a business can offer its customers.

The key to using SMS for customer engagement is personalization. SMS blasts received a lot of consumer criticism in recent years because customers felt the messages were intrusive, generic, and often not personal at all. They were also more focused on selling than taking care of customers.

However, SMS technology has come so far today that even the most personalized interaction can now be automated. From appointment reminders that address the customer by name to scheduled messages to wish them a happy birthday, customers now appreciate that instant interaction when companies make it more about building a relationship with them than just trying to get them to buy something. Even if it’s just a simple message to check if a complete hardware installation was successful and that help is just a phone call away, customers will be impressed just to know that companies are willing to listen.

Text messaging in the business world is no longer one-way. Not only can customers respond to messages like event invites and sign up instantly, but managers and supervisors can now be alerted if a response requires immediate attention, such as a customer giving a bad response about a recent purchase .

Probably the most advantageous reason to use SMS in your customer experience is that the investment required and effort required to maintain them are very low, making them a great option, especially for small businesses that don’t have the enough work to be constantly available to interact. with your clients.