Businesses have been revolutionized by ever-evolving technologies like artificial intelligence, cloud computing, and SMS texting for customer service, operations, and marketing. This has led to major changes in personalization, connectivity, and revenue growth for businesses around the world. Self-service and AI are becoming more commonplace as companies continue to look for ways to improve the customer experience through speed and convenience.
Technological Advancements Benefiting Businesses
With today’s technology at hand, businesses owners have a wide variety of technological advancements available that can improve overall productivity and operational efficiency. For example, some restaurants and stores are utilizing augmented reality as a way to allow customers to seek out additional information. Industry leaders continue to recognize how emerging technologies can improve the future of customer experience.
In addition, many businesses have utilized SMS texting as a way to communicate with customers to enhance their experiences. Texting can be used in marketing for reward programs or to alert subscribers of upcoming promotions and events. Additionally, texting can act as a way to send out mass alerts, reminders, and promotions to a targeted audience in real time.
Texting platforms like TrueDialog offer dozens of features to enhance the way SMS texting programs are managed. Some of these features include cross-code technology, which allows multiple agents to contribute to the same conversation thread, a Contact Center solution for customer service, multi-channel urgent alert system, MMS multimedia messaging services, and more.
Finding the Right Balance
Although technological expansions like texting for business communication and marketing can be beneficial, it is also crucial to recognize best practices and observe a balance. The customer service experience should feel personal. Too much digitization can take away from the human connection. The solution is to find an ideal balance between technological and human involvement.
Technology plays a critical role in the modern-day customer experience as the market continues to push for more convenient ways to communicate. In SMS texting, one aspect of finding a balance of technology and human interaction is to know when to send automated responses. Automated responses can be a great tool for addressing commonly asked questions. For example, if a customer responds to an initial marketing text message with a question about a promotion being mentioned, generating some automated responses to address common questions could save time and improve customer satisfaction. Automated responses can also be generated to address common issues and questions that customers may have.
In addition, many text messaging platforms offer measurable data to see which texts customers are engaging with and learn how to better improve their customer service experience based on feedback. Text messaging also works as a tool for customers to submit feedback and offer suggestions. TrueDialog’s platform allows for seamless texting with both short and long codes in the same thread, so users can seamlessly switch from sending mass texts to engaging one-on-one. The platform can also integrate with CRMs like Salesforce and Microsoft Dynamics to automate personalized text communication at scale.
Texting is a dynamic tool to alert customers of promotions, upcoming events, and more. This connection allows for a balance between technology and human involvement.
Building Connections With Customers
For business owners, it’s a matter of choosing the right methods of technology to improve the customer service experience. As the industry shifts away from older methods of customer engagement in favor of more updated options, it’s all about finding the right solution. It’s becoming increasingly important to vet any potential platforms and find what works most effectively.
It may be helpful to address some of these questions:
- Does it help establish a connection between the customer and the sender?
- Does it integrate well with existing programs in place?
- Will the technology streamline operations and enhance the customer experience?
- Does it offer a more attentive and personal experience for customers?
Just like any industry, business owners should invest in the technologies that benefit and enhance the customer experience.
Tailoring text messages to customers can help improve overall customer communication. TrueDialog’s robust features and over 10 years of experience can provide high-quality options for those who are seeking to find a balance between technology and personalized customer service. Knowing where to find that balance often requires working with experienced professionals and platforms that can handle the automated and personal elements of customer service.
Ultimately, the customer experience will continue to evolve with technology. Businesses can stay ahead of the curve by listening to feedback and learning about the most effective ways to incorporate technologies that will make a difference. SMS texting is a great way to improve the overall experience for customers through quick and convenient communication while improving employee productivity.
TrueDialog serves thousands of customers who send hundreds of millions of text messages each year. TrueDialog’s Five-Star Rated SMS Texting Solution is built for big business, yet made easy for small business. With direct carrier connections, an ISO 9001 cloud-database, and 99.9% uptime, it is the perfect business texting solution for businesses serious about personalized customer engagement at scale.