{"id":576,"date":"2019-10-18T22:03:40","date_gmt":"2019-10-18T19:03:40","guid":{"rendered":"https:\/\/chatra.io\/blog\/?p=576"},"modified":"2020-04-24T14:34:41","modified_gmt":"2020-04-24T11:34:41","slug":"use-email-sms-communication-channels","status":"publish","type":"post","link":"https:\/\/chatra.com\/blog\/use-email-sms-communication-channels\/","title":{"rendered":"How Companies Can Use Email & SMS Communication Channels to Provide Proactive Customer Service"},"content":{"rendered":"

In this new era of Customer Service, companies are becoming so knowledgeable about their customer that they are becoming mind readers.\u00a0 Okay \u2013 not exactly mind readers \u2013 but close! It\u2019s becoming more and more imperative to get ahead of issues and anticipate what your customer wants and needs before they do. In the <\/span>2015 Forrester Trends: The Future of Customer Service<\/span><\/a>, it was predicted that organizations would explore proactive engagement to improve operational performance as well as predict future customer behavior.\u00a0 In the same report, Kate Leggett wrote that connected devices were expected to proliferate at a rate of 50 billion by 2020 and that companies would deliver preemptive service which, in turn, would save companies money, better personalize customer engagement, and anticipate future customer needs. Well, 2020 is just a few short months away, and that prediction is coming true.\u00a0<\/span><\/p>\n

Proactive customer support is a no-brainer. Instead of sitting around waiting for problems to arise, agents are meeting issues and customers head on, and perceiving issues even before they become a problem. What\u2019s more, companies are using multiple channels, in a seamless customer experience, to go the extra mile and show that they care. This is where customer loyalty is born.\u00a0<\/span><\/p>\n

In this post, we will explore two of these channels: Email and SMS communication. We will take a look at each of their individual characteristics and properties as well as show how the two compliment each other when used in partnership. We will also see the different ways that they can be used to improve your overall customer service so that you are operating not just reactively, but proactively as well.<\/span><\/p>\n

The Long and the Short of it<\/b><\/h2>\n

When it comes to communicating with your customers, using both email and SMS can help to provide a seamless customer experience without pestering the customer. There are instances where one channel would work better or be more appropriate than the other. Let\u2019s take a look at what each has to offer:<\/span><\/p>\n

Email\u00a0<\/b><\/p>\n

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