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SMS Customer Support

Actively engage with your customers and foster genuinely intimate relationships

SMS Fusion’s 2 Way SMS and virtual number features allow you to engage in actual conversations with your customers. This level of interaction is especially ideal for your customer support team as they can ask for feedback or confirm appointments and expect to receive an answer in virtually no time. Here are a couple of stats to back that claim,

And those figures above are just an overall average. The better your relationship with your customers and the more value they associate with your brand and messaging, the response rates in particular will soar.

From Your Customer’s Point of View

Let’s try and get into your customers’ heads for a second here and look at your support from their perspective. How do they perceive the various modes of communication you employ? Well, if they are aged between 18 and 34, they would definitely prefer to communicate via messaging. In fact, we could go so far as to say they expect to communicate through SMS. Here’s another stat for you to ponder,

Let’s just repeat, that shall we. “70% of 18 to 34 year olds would prefer to send and receive a text, rather than make and receive a phone call.”

While that sinks in, let’s take a quick look at what people think of all the mediums as a whole.

SMS is a Team Player

The point here is not to say you should forgo all other modes of communication in favour of SMS. Every method has it’s advantages and the more opportunities you have to engage with your customers and they have to reach out to you, the better. What we are saying is that SMS is a vital component of your outreach. It must be included, but as a complimentary customer support option.

Synchronizing SMS and Email, for Example

SMS Fusion’s Email to SMS service enables you to conduct conversations between multiple team members and customers by sending and receiving SMS via email. In this way, all conversations will be recorded in an easy to read thread.

Zendesk Integration

Integrate SMS directly into Zendesk

Through our direct Zendesk SMS integration, you can receive enquiries and respond to Zendesk support tickets via SMS. Allow your customers to contact you on the go. With our simple integration guide you can be up and running in just a few minutes.

Receive tickets and alert users when tickets are updated

We created an easy to follow step by step guide to make everything simple. If you need any assistance, one of our experts will be available to help.

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