Stand by for confirmation! Why you should be using SMS to confirm online orders

In today’s joined-up world, digital communications enable business owners to engage, incentivise, reward, inform and analyse new and existing customers alike. 

15 April 2019

For online retailers, incentivising someone to make a purchase in today’s always-on landscape is easy given the number of channels that you can use to engage your customers. But once you’ve made that sale, your responsibility as a retailer to keep in touch with the purchaser doesn’t stop there.

Exceptional Customer Service With SMS

Asking for your customer’s mobile number during the checkout process results not only in a great way to be able to market to them on a regular basis going forward, but also adds an additional and welcome string to your customer service bow. Indeed, a study conducted by OneReach found that 85% of students preferred SMS as a customer service option.

Once a customer places their order on your website and confirms the purchase, you can use their mobile number to send them helpful text messages. For example, informing them that their order has been placed, dispatched from the warehouse or has arrived at the depot for delivery and, once delivered, what time it was signed for. So how do you do this?


“SMART Messenger by GCI offers a wide variety of options to make your SMS messages a key part of your customer service and marketing strategies”


GCI SMART Messenger Platform

With GCI’s SMART Messenger platform, you get a low-cost communication and engagement tool that will pay dividends in customer goodwill. It’s also a tried-and-tested way of getting important information to your customers; according to business.com, the SMS open rate is 90% - almost triple that of the average email open rate.

SMART Messenger by GCI offers a wide variety of options to make your SMS messages a key part of your customer service and marketing strategies. You can send personalised and time-stamped order confirmations, complete with their name, account number, order number, estimated date of dispatch, and more – the customisation options are almost endless!

Rapid Response, Multiple Touchpoints

Our high-volume platform and global connectivity mean that your messages go out in seconds, ensuring that you’re responding to orders in a timely manner, and that customer engagement continues right after they have made their purchase. And you know GCI are a name that can be trusted to send these messages on your behalf; we deliver over 20 million messages a month and reported 99.8% gateway uptime last year.

In addition to providing multiple touchpoints for your customers from purchase to receipt, as soon as your customer’s mobile phone number is entered into your CRM system, you’ll be able to start sending marketing communications, thus beginning to gain further revenue from that customer.


“Did you know that as many as one third of consumers say they would consider switching companies after just one instance of bad customer service”


However, some customers don’t want to continue receiving marketing information and they need not worry; you can configure your messages to end with “Stop” or “Opt Out” response details. Not only will this keep you compliant, but your customers will appreciate it, strengthening your brand and giving a positive customer service experience. And with American Express reporting that as many as one third of consumers say they would consider switching companies after just one instance of bad customer service, everything you do to maximise the customer experience – however small – will be recognised and appreciated.


Want to know more? Simply email us at enquiries@gcicom.net for your complimentary consultation.


Author: Scott Threlfall, Head of Messaging at GCI

 

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