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Short messaging and customer care

- 5 MIN READ - 21 Oct 2010

In the past years we have seen many different ways companies use sms. We have consulted lots of companies discussing questions like where to begin and how should it be done to get the most out of it in terms of building customer loyalty and generate revenues.

In today’s column for Mobile Marketer Dave Lewis talks about customer care and raises some very good points.

While sms as communication channel is great for marketing, more and more companies are finding ways to also incorporate short messaging into their customer care programs. Repair shops are letting people know when items are ready to be picked up. Delivery service providers confirm delivery times with package receivers.

The amount of information in such notifications is usually quite small and thus suitable for SMS format. Clients will know on real time basis when can they expect their problems to be solved or services delivered. In almost all cases people appreciate getting such updates as soon as possible so they can for example instantly contact the service provider or the respective customer care center. Better service in turn helps to build loyalty.

Last but not least in addition to being fast and responsive as a channel sms has another benefit. It is very simple to start using Messente and it does not require any investments. Once your customer care center already communicates with your clients via SMS there is time to think about if and how to move on to more complex mobile solutions.

Jaanus Rõõmus

Jaanus Rõõmus - CTO

Jaanus is co-founder and CTO of Messente and makes sure its wheels keep spinning and Messente always has a full tank of fuel.

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