Remember the last time you had cable or phone installed at your home or office? Or the last time you had to wait for a furniture delivery, or carpet installers? You probably heard the infamous phrase, "we can slot you in for a window of arrival between 10 and 2..."
What if your service company used the power of SMS to narrow down that window for customers and give them precise details?
"Leaving last job now. B at ur office in 20 min."
SMS is already the dominant mode of communications for under-21s in America. Some of their parents, aunts, uncles, and grandparents are on board, but the real wave of expectation for SMS is probably going to hit American companies in a major wave over the next decade.
Business owners that invest in the latest CRM systems can harness the power of SMS. While no user wants to be bombarded with unexpected marketing messages -- those are received with as much glee as an inbox full of spam -- companies can redefine the customer service experience for deliveries and live appointments by engaging in live, interactive text messaging.
Fortunately, many CRM software vendors now offer modules that can both track and send SMS. For a text messaging platform to be truly effective, companies should be prepared to interact in real time with customers. The asynchronous nature of text messaging mirrors chat or e-mail, allowing clever service agents to potentially handle multiple conversations at once. As purchasing power shifts from aging baby boomers to Millenials and their offspring, expect successful companies to leverage CRM software to manage text messaging as another high profile point of contact.
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