4.- When SMS is used, quick responses are expected. Providing a 24-hour SMS service may end up being unfeasible for your brand. But, that doesn't mean you can't answer. What you won’t be able to do is create a custom response for every after-hours question you get. But a good idea is to automate it. You can always set up automated messages that let customers know when and how you’ll be contacting them during business hours. The more business-like text messages you can automate. You can automate your welcome messages, appointment reminders, shipping and delivery notifications, and other messages that would be difficult to handle manually. For example, imagine a customer sends a text at 3 a.m. A good auto-response would be something like this: “Thanks for contacting us, X! We’ll send you a text tomorrow morning in response to your request.
” While this may not be the exact response a customer wants, it’s better than ignoring the message for six hours. Text messages are more personal than other forms of communication. Customer retention is much cheaper than customer acquisition, so show your customers that you’re accessible and available to them. You can also write your messages in advance and simply schedule them to be sent at exactly the right time. Returns management with SMS Marketing Returns management with SMS Marketing can be part of a complete customer service strategy. Unlike mass text messages, which involve large-scale campaigns and abbreviated telephone numbers, returns management with SMS Marketing is recommended to be done on a smaller scale, especially for personalized treatment. Although returns management with SMS Marketing includes part of automated processes,
It is mostly a manual job that includes a series of phases to take into account. It is about using SMS in the same way that email is used for returns management. Adapt what is done via email to the text message. These are two of the best ways to manage returns with SMS Marketing: A.- SMS Alerts Many brands, for example, send SMS alerts for the status of orders, payments, deliveries and returns. You must register your number to receive SMS alerts for all notifications related to your order.
You can create alerts for the return process. For example, if a person wants to return a product, they can do so on your website and the confirmation can be sent via SMS. This will be the tracking number. When the merchandise is returned through the collection of the package at a specific address, the management with the courier service can also be done via SMS. Above all, the notification of when the person will pass by the indicated place. And then it could be good to have an automated alert for when the merchandise arrives at the warehouse. And another when it has been reviewed and the refund is made. It is about establishing a return process in which the SMS is the key point in communication. Managing returns with SMS Marketing can be done in the same way as shipping is done. Alerts must be sent to the mobile phone number registered in the account. If you do not have a mobile phone number registered in your account, SMS alerts are usually sent to the mobile phone number associated with the delivery address selected during the checkout process. This number will also be updated in the account and used for all SMS related to future orders.
B.- SMS tracking This other way that Amazon carries out is also an option. On Amazon, for example, customers with a verified mobile phone number linked to their account can check the status of their returns or exchanges by sending a simple SMS to Amazon. The SMS tracking feature will only work if the mobile phone number has been added and verified. Customers with mobile phone number accounts can automatically use this service. People with email accounts must add a verified mobile phone number to their account. Even if a user does not receive notifications every time there is a change in the status of their return, it does not mean that they do not have the right to know where their order is. Amazon's option is an ideal alternative. It makes communication with the customer easier. Register on our SMS Marketing platform to be able to properly manage your users' orders, as well as properly manage returns with SMS Marketing. It is the ideal communication tool that will allow you to communicate with your audience directly and effectively.
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