Providing high quality customer service is one of the best ways to keep your customers happy. When you are focused on customer service, you need to set up ways to engage with your customers in easy to use and fast ways. Customers love to use text messaging, and it is an efficient use of your time to text with customers instead of answering phone calls or emails. Setting up a text messaging platform is cost-effective and will help you deliver the great service your customers are used to. Understanding how to leverage text messaging to reach your clients is important in today’s competitive market.
Understand Your Timing
The timing of the messages you send out is just as important as the content your messages contain. If you are using text messaging, you can send out a flash deal to your customers if your restaurant is having a slow night. A last minute deal “come in for a free appetizer in the next four hours”, can make a bad business night into a successful one. 90% of text messages are opened and read within 3 minutes, making texting an effective way to reach your customers in an instant.
You Can Reach Customers Everywhere
When your deal is for a local store, you’ll want to make sure you send out your message only to those customers who will be able to redeem the offer. Texting is very beneficial for restaurants that normally have a long wait on their seating list. With texting, hosts can shoot a simple text at anytime to notify their customers that their table is ready. This not only allows the customers to relax comfortably while waiting for their text, it also allows the workplace to run smoother for the host without having a group of hungry customers waiting at the front door for their name to be announced.
When you send out your text message, every one of your customers who have opted in to your campaign will receive your message if they are in an area with phone service. You can send out customers a text regarding a recent food purchase, letting them know when they can expect delivery.
SMS Can be Interactive
When your customers can send you a text, there is no waiting in line for a phone representative to be available. Customers can send you a quick text, without worrying that their voice message is going to be recorded. Texting takes less time than a conversation, saving you money on work hours for those providing customer service. Also, you can send your customers your restaurant’s latest news. Whether it be about a new item on the menu or a new closing time, sending texts to you customer will save their time and build loyalty. Your customers want answers, and most prefer using text messaging over any other form of communication.
Get Customer Feedback Easily
When you want to know how your customers feel about your business, you can send out a quick poll to ask for opinions. Customers who take the time to offer their opinion through polls or surveys are likely to provide you with an honest look at how your customers feel about your company. When you want your customers to answer, you can offer a discount for completing the survey. Keep the poll short and to the point so that customers finish your survey. For example, you can send out a survey asking which happy hour item is the least favorite. From here, a restaurant owner can replace the unwanted item with a newer item that can help increase sales. Getting feedback from your customers is crucial for the success of a business.
If customer service matters to you and your business, set up an SMS texting solution. Customers will still call or email your business, but you will open up another valuable avenue of communication. Whether you are asking for customer feedback, or answering a short question, customers love using text messaging to communicate.
For more information on how integrating an SMS platform can improve your communication with customers, click here!
Ken Rhie is the CEO of Trumpia, which earned a reputation as the most complete SMS solution including user-friendly user interface and API for mobile engagement, Smart Targeting, advanced automation, enterprise, and cross-channel features for both mass texting and landline texting use cases. Mr. Rhie holds an MBA degree from Harvard Business School. He has over 30 years of experience in the software, internet, and mobile communications industries.