Zingle Blog | Business Texting & Customer Experience

importance of automations in sms blog header-image.jpg

Why intelligent automation is crucial to business texting

Posted at 07:36 by David Wang . 0 Comments .

 

Text messaging has quickly become the preferred choice of communication between businesses and consumers in the mobile due to its speed and simplicity. With 80% of professionals currently using text messages for business purposes, it is a no-brainer that more businesses will adopt texting in the near future.

As with other business technology, intelligent automation capabilities in business texting are extremely important to ensure the best experience possible for both the business and consumers. With automation, businesses can reduce manual work, streamline tasks and provide quicker service while delighting customers with a great overall experience.

 

Here are some examples of business texting automation that can be used to create a better customer experience.

 

Keyword Triggered Responses

Keyword triggers are the most common text message automation used by businesses. A keyword triggers an automated message response based on the keyword that is texted by the customer. This is a very useful feature for businesses to reply to simple and commonly asked questions such as business hours or daily specials for a restaurant.

This automation can easily be setup by setting up a keyword such as “WIFI” and creating an automated response whenever someone texts that keyword to the business. The keyword is then promoted through different marketing flyers, website and other signage where it’s highly visible for consumers.

 

Automated Reminders

Text-based reminders have been extremely effective in helping businesses reduce appointment no-show rates and late bill payments. This is a very powerful automation because it alleviates manual work for businesses while dramatically increasing the likelihood that the message is read and received as text messages have a 99% open rate (Source).

This automation can be set up by scheduling a monthly message to each customer based on their bill due date. As a best practice when sending out payment reminders, make sure you add a link in the text message for customers to immediately make a payment after seeing the reminder message.

 

Automated Escalation Alerts

Text messages are meant to be fast. However, there may be times your staff is overwhelmed and messages may go unread. To avoid this situation and frustrating customers, escalation text messages or emails can be automatically sent to supervisors or managers by setting up a time-based automation.

This automation can be set up by indicating the length of time a message is unread and using that time trigger to send the escalation alert. For example, you can setup the escalation automation to send an email or text message to the manager when a message has gone unread for 3 minutes.

 

Automated Surveys

Sending a customer feedback survey through a text message is a great way to get a real-time and candid feedback from your customers while the memory of the experience is fresh in their mind. However, manually sending and managing these surveys can be time-consuming. Businesses can setup automated text message surveys based on triggered time and interaction-based events.

This type of automation can be setup with an action-based trigger. For example, many hotels and restaurants utilize automated text surveys to gauge customer satisfaction immediately after checking out of a hotel or paying their meal bill.

 

Personalized Messages via Segmentation

Like email communications, the goal for businesses is to always send the most relevant text messages personalized to each customer’s profile and preferences. Segmented messages are useful for sending the same message to a group of customers based on a set of criteria. These segments could be loyalty customers, different membership types or other methods segments that can be grouped together.

This type of automation can be set up by segmenting customers by tagging them based on specific criteria. For example, a fitness center can segment their membership base by the type of classes and activities they signed up for. Members who are signed up for a yoga class, for example, can receive schedules and other yoga related messages.

 

Automated Task Assignment

One of the most powerful capabilities of business SMS texting software is the ability to integrate into other internal systems to provide a better workflow and improve process efficiency. The ability to automatically process a request from a text message streamlines communication and increases the speed of service.

Many hotels and restaurants leverage automation and integration into internal CRM and PMS systems. For example, many of Zingle’s hotel clients that use the Amadeus HotSOS guest management system for handling requests have integrated Zingle’s business messaging software to automatically send text message requests from a guest into Amadeus HotSOS which processes the request without manual routing by an employee. This two-way integration also automatically sends a confirmation when the request has been initiated and completed. This automation saves hotels time to process a request and the guest gets serviced faster, which is a huge win for both hotels and their guests.

 

Smart businesses know the importance of time when it comes to the customer experience. When every second counts, it’s up to the business to leverage technology to improve customer service processes to make it easier for both employees and their customers. Robust business SMS texting software like Zingle can help automate these processes mentioned above and much more.

If you would like to learn more about Zingle’s automation capabilities and how your business can benefit from them, request an interactive demo today.

 

Tags: Best Customer Experience, Business Texting