One of them had sent a flyer in the mail.
Two of the three had a contact form on their website, which I submitted. I waited a couple of days on these, and then called and left a voicemail. A week went by with no contact.
The third business had an option to send them a text message. Although it wasn’t immediate, I did receive a reply the next day with a link to an online quotation form. I filled that out, and in a couple of hours received an initial quote for the work, with a request to come to our home to finalize it.
Who do you think got my business?
If you guessed “the company that replied to the text message” you would be correct.
Unfortunately, the experience I had with the other two is very common.
What’s the message?
A good website, with appropriate prospect capture capabilities, means NOTHING if you don’t respond! At a minimum, people want to know that the message was received.
Many small businesses promote customer service as their priority; this may be true, but if your engagement with a customer or a prospect isn’t responsive, the ‘customer experience’ may still be negative. A positive customer experience starts with great communication.
Prompt two-way communication is a critical part of a positive customer experience.
Text messaging is a preferred method of communication for many people.
An appropriately prompt reply sends the message that:
- customer service is a priority
- communication is a priority
- someone is listening
Our SMS/Pro solution has an automated, responsive messaging built-in (and that’s just the start!). The system will reply to your customer’s texts … 24/7/365 … so your customers have confidence that you’re listening to them.
About Pulse Retail Systems
We’ve been providing and managing technology solutions for over 40 years, with an emphasis on text message automation and retail inventory management. We have demonstrated strengths in customer service, automation, and scalable systems.
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