22 August 2013

The Secret of Successful Customer Communication via SMS – Learn From The Best

by Triin Linamagi

The use of SMS is limited only by your imagination – it is a medium that allows you to be creative. When writing articles and blog posts you sometimes get stuck. The same can happen when you read about all the possibilities of how SMS can be used, yet have no idea how to implement it into your business.

Take a look at some successful companies and how they use SMS to interact with their customers and you will definitely get your ideas flowing. In this case, stealing ideas is allowed!

Southwest Airlines and British Airways
tap SMS to streamline customer service. Both airline companies use SMS to cut airport wait time and inbound passenger calls. They send SMS to alert passengers of flight delays, cancellations and gate changes. We have some deep insights on how the travel industry can increase customer loyalty and sales figures.

Airbnb uses text messaging to automate mobile communication between rental hosts and potential guests. For example, if a host has not responded to a request, they receive an automated SMS message with information about the guest, arrival dates and pricing. They can then quickly reply to the message.

Mashable, CNN and ABC News send out push notifications via SMS, alerting subscribers to important news and information. The full stories are available on their apps and mobile websites.

Symantec provides text alerts to subscribers via its Workflow solution. The company sends out alerts to subscribers who need to be notified when a new computer virus breaks out on the Internet.

Walgreens and Lloyd’s use SMS to alert customers when their prescriptions are filled. Other services send reminders to patients when it’s time to take their medicines.

NHS sends reminders to patients about appointments previously made and bulk notifications of changes to premises opening times or information to subscribed patients about the availability of a new or changed care service.

ZipCar uses SMS to verify customers phone numbers, confirm bookings and allow users to respond back, for example, to extend a booking.

Payday lender Wonga.com uses SMS to send customers activation PIN codes, loan payment reminders and promotions. There are ways to actually reduce default rates using SMS.

HSBC uses text for product promotions and sends text messages asking for customers’ email addresses to send more detailed information on its offerings. Further more, they send low-balance alerts, overdraft alerts and other important notifications needed in everyday banking.

The New York Times launched a text messaging service to distribute news, features and columns from its newspaper and Sunday magazine.

Companies such as UPS and FedEx alert customers via text messaging as to where their packages are and if they have reached their destinations.

Sports club Fitness First uses SMS service to send customers occasional text messages related to activities and events at Fitness First.

Starbucks is alerting coffee lovers about upcoming product news via an SMS initiative that sends out daily reminders to consumers.

Foxtons, one of the largest letting agencies, uses SMS property alerts to notify customers as new properties become available. In addition to receiving property details from negotiator, when customers register with Foxtons they can choose to be instantly notified as new properties become available, through SMS and email alerts.

As you can see, the possibilities go beyond imagination. To gain more insights into how our customers use SMS services and their experiences, check the TextMagic Customers Testimonial page. And if you haven’t shared your experience yet, now is the best time to do so!
On our next post we will reveal the results of our TextMagic customer survey. Believe, it’s worth waiting for!

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