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How to Digitally Transform Your Business With SMS

How to Digitally Transform Your Business With SMS

Find out how adding SMS to your organization can give your customer service strategy the digital transformation it needs.

77% of customers who’ve contacted a business reported that speed to resolution was the best indicator of good service.

And as technology continues to play an integral role in our day-to-day lives, consumers are more likely to expect immediate gratification from organizations. 

That’s why businesses like Amazon, with their one-day shipping and buy now buttons, have grown exponentially. You may be wondering how you can compete.

What if we told you that by simply text-enabling your business you can facilitate a digital transformation that gives you:

If you’re in the market for an easy way to digitally transform your business, we’re here to show you how text-enabling your organization is the simplest, most cost-effective way to do it. 

What Does It Mean to Digitally Transform Your Business?

Digital transformation is the integration of technology into specific areas of operation with the intent of delivering more value to customers while automating processes on the backend. 

We’ll be the first to say, it can feel a bit like a cliché business buzzword. 

But putting any pretension to the side, digital transformation is really about changing the way things have been done for years in favor of more innovative and agile practices.

While SMS may not be “new” technology, its use as a customer service tool is a relatively fresh concept. 

Source: MITechNews

Why Use SMS?

When you look at business texting through the lens of our definition of digital transformation, it checks all the boxes:

✔️ Automated text messages allow you to provide digital customer service in less time

✔️ Features like away messages allow customers to receive an immediate response.

✔️ The ability to add teammates or text-enable multiple numbers helps you empower your entire team to utilize SMS to communicate with customers. 

And of course, there are a few other advantages that make SMS for customer service and support the ideal tool. 

  • 56% of people would rather message a business than call customer service.
  • 90% of SMS messages are read within 3 minutes of being received.
  • 70% of consumers want to use mobile messaging to troubleshoot issues.
  • 97% of companies found they communicated with consumers more efficiently after launching texting initiatives.

4 Ways SMS Can Digitally Transform Your Business’ Customer Service Strategy

A digital transformation doesn’t have to be a big drain on your resources. In fact, sometimes the best solutions are the most straightforward. 

Set Up an Away Message

A study of more than 500,000 interactions found that customers are willing to spend more with a business that responds quickly to their enquiry. 

To add to the pressure, 80% of those customers won’t wait longer than two minutes to receive a response! 

A fast response is more than just an opportunity for higher revenue, it’s a make or break factor on whether or not you’ll receive someone’s business. 

With SMS away messages however, you can ensure every customer receives an immediate response acknowledging their request was received, reassuring them someone will be with them shortly, and even including a link to resources they can explore while they wait! 

Create Triggers for FAQs

You can triage customer service requests thanks to a few text marketing tools. With keywords and triggers, you can not only help your customers reach answers faster, you save your team valuable time freeing them up for more high-level requests. 

Here’s how it works.

You can create a keyword (a short word or phrase that your customers can text to your phone number to connect with you) and invite customers with questions to text it in to receive support. 

When someone texts in a keyword, they automatically receive a response acknowledging their message. Your business can personalize this message however you’d like. You can also introduce triggers, or sub-keywords, here that prompt customers towards a certain response. 

For example, let’s say you’re a sporting goods store who uses the customer service keyword SportsHelp. 

When your customer texts in the keyword, they would receive an autoresponse from you saying something like, “We received your question and someone will be here to assist you shortly. In the meantime, perhaps we can answer your question now.”

From here, you’d introduce your triggers for some of your most frequently asked questions. 

  • Reply with HOURS for store hours
  • Reply with PRODUCT for a link to our store inventory 
  • Reply with JOBS for a list of open positions and application information 

For each keyword trigger (HOURS, PRODUCT, JOBS) you can pre-write out an answer to send automatically if the word is texted back, effectively handling your most common queries without lifting a finger!

Schedule Follow-Ups

Following up with a customer after any interaction can play a huge role in customer retention. It not only makes them feel appreciated, but can give you the chance to receive valuable feedback on your performance. 

After closing each customer service interaction, simply open a template with a link to a survey to provide feedback, and schedule it to send out a few hours, days, or weeks after the conversation resolves! 

Today 10:00 AM
Hi Kali! Rex from Honda here. I wanted to check in and see if you had all your questions answered at the showroom yesterday? Don’t hesitate to reach out if not. And if you have a few minutes to tell us about your experience, it would mean a lot! https://txt.st/sample

Manage Your Conversations 

Another huge benefit of text marketing software is that your inbox has far more functionality than it would on a traditional cellphone. 

For example:

  • Annotate conversations with helpful notes only visible to you and your team. Discuss customer questions behind the scenes and make sure your team members are kept in the loop.
  • Schedule a particular date and time for your message to send. 
  • Upload photos, PDFs, or other media and send them as links to individual contacts. Sales materials, product photos, songs, you name it—now you can send it.
  • Choose the order in which incoming messages appear to you. Filter them by time received, or time waiting. Now you can stay on top of your Inbox and make sure no leads get left behind.
  • When you’re done with a conversation, mark it as resolved to hide it from your Inbox. If a customer replies, it will be marked as open again.
  • Hide conversations for a set period of time. When the snooze period ends (or if someone replies) it will appear at the top of your Inbox.

Convinced a business texting service would make a good addition to your customer service strategy but want to give it a try first? 

Try our 14-day free trial on for size and let us know what you think!

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