With the widespread adoption of mobile technology, text messaging has become an integral part of our daily lives. Mobile phones have changed the way we live… but also how we work, too. Atlantech Online Director of Sales Morgan Henry, and I text with customers almost as much as we talk on the phone with them.
Your customers are probably already texting your business line, and you don’t even know it. While your business may still use a legacy PBX or a newer VoIP or cloud-based service, it's a matter of fact that most of your customers will communicate with you via cell phone. This recent change in business communication brings a different set of interesting issues. For example, 58% of consumers have responded by text to a missed call from a business.
The problem? Most businesses aren't set up for SMS, and the messages are lost forever. The businesses simply aren’t aware that their customers are trying to contact them — and that's money down the drain. Recognizing this reality, businesses are increasingly leveraging a SMS feature on their business Private Branch Exchange (PBX) systems to streamline communication with customers and employees.
People answer texts more than they answer emails — so texting is a channel that you can’t afford to avoid.
- 8 trillion texts were sent last year and 95% of those were read within 3 minutes.
- Only 14% of phone calls to businesses were answered without being placed on hold,
- Only ~20% of emails were ever opened at all!
Here are 5 benefits of using SMS on your business PBX and how it can benefit your organization in optimizing communication processes.
Customer Service Excellence
One of the most significant advantages of SMS on a business PBX is its ability to revolutionize customer service. With SMS, businesses can provide prompt and efficient responses to customer inquiries and complaints. This is particularly valuable in industries where customers often require immediate assistance. By using SMS, businesses can address customer concerns in real-time, resolving issues quickly and boosting customer satisfaction and loyalty. Additionally, automated SMS notifications can streamline internal customer service processes, ensuring swift responses and enhancing overall service quality.
Appointment Reminders and Confirmations
Efficient appointment management is essential for many businesses, and SMS can greatly assist in this regard. By sending SMS reminders and confirmations, businesses can minimize no-shows and improve operational efficiency. Customers receive timely reminders, reducing the chances of forgetfulness or miscommunication. This not only saves time and resources but also enhances the customer experience by fostering punctuality and reliability.
Strategic Marketing and Promotions
SMS is an effective tool for targeted marketing and promotions. Businesses can leverage SMS marketing campaigns to deliver personalized offers, discounts, and promotions directly to customers' mobile devices. The direct and immediate nature of SMS ensures higher engagement rates and enables businesses to measure the success of their marketing campaigns. By reaching customers directly on their mobile phones, businesses can drive sales, nurture customer relationships, and establish themselves as proactive industry leaders.
Streamlined Internal Communication
SMS is not limited to external communication; it also streamlines internal collaboration and communication. Employees within your organization can benefit from SMS by quickly and easily exchanging information with colleagues, regardless of their physical location. This is particularly valuable for organizations with multiple branches or remote teams. SMS ensures that important updates, schedule changes, and company-wide notifications can be disseminated swiftly, keeping all employees informed and aligned.
Emergency Notifications and Crisis Management
In times of emergencies or crises, timely communication is vital. By utilizing SMS on a business PBX, organizations can swiftly send mass notifications to customers and employees in case of natural disasters, safety concerns, or urgent updates. Integrated with customer relationship management (CRM) systems and workflow automation tools, SMS enables businesses to efficiently manage emergency situations, ensuring the safety and well-being of stakeholders.
SMS Isn't Just for Kids... It's For Smart Business
As business decision-makers strive for effective communication in their organizations, harnessing the power of SMS on a business PBX becomes a strategic advantage. The advantages of SMS, including enhanced customer service, appointment management, targeted marketing, streamlined internal communication, and crisis management, empower businesses to optimize their communication processes and drive overall efficiency. By embracing the SMS feature on their PBX systems, technical professionals can revolutionize communication, build stronger customer relationships, and create a competitive edge in today's dynamic business environment. So, take the leap and unlock the full potential of SMS on your business PBX to propel your organization forward.
