How to Increase Customer Satisfaction Using SMS

Great customer experience can make or break small businesses in today's challenging world. SMS as an important part of your strategy for improving customer satisfaction.

When it comes to customer service, there are a lot of ways that businesses can offer the best experience possible. After all, who doesn't want to feel valued and appreciated? Great customer experience can make or break small businesses in today's challenging world.


But it can be difficult to leave a mark when you're running a small business. You have tighter budgets and higher costs. You need to be strategic when it comes to delighting your customers and building relationships with them.


Have you considered using SMS as an important part of your strategy for improving customer satisfaction? We often hear of using SMS for business as a marketing tool, but businesses can use SMS for many other things, including increasing customer satisfaction. 


In this article we'll outline some tips on how SMS can be used in different ways to help improve your brand's relationship with your customers.

Using SMS for Customer Satisfaction

SMS has been around in the Philippines since the 1990s. While its popularity has waned recently in favor of data services and messaging apps, it continues to be an important communication channel for most of the country. Data is still seen as a premium service, so many continue to rely on SMS.


Because of this, people view SMS as a more intimate way to communicate. People are more reluctant to give away mobile numbers, reserving it for family and close friends only.


This also means that people are more likely to check their text messages and read them than normal, since they expect important messages to come through SMS rather than other digital means.


What does this mean for your business?


People are more protective of their mobile phone numbers, but your business can use this to your advantage. If you deal with appointment booking, deliveries, and other customer services, you can improve how your customer experiences your business by using SMS to communicate to them.


Here are some great ideas you can do.

Brilliant Appointment Booking

When it comes to your clients booking appointments for your services, you might think using SMS for reminders are straightforward and even possibly only an option.


But SMS is a great channel to use when your clients need to book appointments and reservations. Here's why:


  • Don't be limited by data: reach your customer whether they're online or not
  • Higher chance of being read: emails and messaging apps can go unread, but most people check SMS messages that come in ASAP because it's viewed as urgent
  • Look professional but feel personal: an automated and well-worded reminder hits the fine line between professional and personal


It's a good rule of thumb to send two text messages when a customer books an appointment or reservation. The first message is sent when the booking is confirmed, so that they have peace of mind. The second message should be sent a day before the appointment, as a reminder, so that they have time to prepare for the appointment or reschedule.


Make sure your text message is short, but clear. Reference their booking and repeat the details they have provided so that they remember.


Encourage your customers to get back to you if they need to reschedule or have any questions. This can help them realize there are options if they are unable to make it to the reservation.


This leaves a good impression to your customers, but also means that if they are unable to make it, you can quickly clear their booked time slot and make way for others who may be waiting.


Want to take it to the next level? If the service you offer is one that is done regularly, why not offer to book a next appointment for them?

Doing Reliable Deliveries

Delivery and order management is another avenue where SMS can shine. After all, orders and deliveries can fall under urgent matters that need to be addressed. SMS is a great way to provide customers with updates about their order or delivery.


Don't go overboard, though: your customer might not need to be informed every step of the way. Take a page from appointment booking: send them a text message when their order is confirmed, and again when their order is on the way to them.


Consider providing OTP (one-time PINs) when it comes to delivering parcels, so that your customers have peace of mind that their parcels are only getting delivered to the right people.


When you send messages about their orders, make sure it's clear what it’s for. Don't leave them in the dark about which order is arriving, or they might feel that there's something wrong. You don't need to outline every item in their order, but referencing an order number and your store name will be helpful to jog their memories.


Encourage them to contact you if they are unable to receive or if there are other issues. This will make sure that you are able to handle these problems as it happens. This will improve your customers' experience with your brand. It places your customers in a better mood when interacting with your business.

Sending the Right Surveys

You can also use SMS to ask some important questions from your customers. Your  customers will appreciate the opportunity to give you feedback and help improve your business.


You should always be clear about what they are being asked, why it's important for them to answer and how long their answers would take- this is known as an "informed consent process."


The key thing here is that by texting customers directly, you can open up communication lines in a more informal way. Make sure your questions are phrased in a way which makes answering very easy for them. You can also send your questions as a form they can access online.

Final Thoughts

SMS for businesses isn't just about sending marketing promotions and discounts. It's about building strong customer relationships, which will have a positive impact on your business in both the short and long-term.


If you're interested in using text messaging to increase customer satisfaction, let us help! Send us an email and we'll get you sorted.

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