How to Get Customer Feedback Via SMS: A Short Guide

Providing effective communication with your customers is a must in modern business. This doesn’t mean just high-quality customer service when you motivate the audience to make a purchase. This also is not just providing all the processes from A to Z timely and impeccably. Of course, all that was mentioned before is also crucial for your success. Yet haven’t you forgotten to get feedback from your customers?

This part of your work with customers’ communication is no less important! Besides, we’ve got some ideas on how to build communication to get customers’ reviews via SMS. Let’s check it out in this article!

Why Getting Reviews from Customers Is Important

The fact is that 4/5 of US customers make their decisions about whether to buy a product based on other customers’ reviews. That is the first reason you may need to get them for your eCommerce project. Reviews are inexhaustible sources of information that will be crucial for your business development and final profit rates.

Besides, you can get some more merits from building strong communication with your customers by taking their reviews. These are as follows:

• Working with customers’ objections. You can create more effective motivation to buy your products when you get feedback to withstand main objections.
• Each review brings you insights you may not be aware of when building your business strategy. All your mistakes and drawbacks can be seen clearly through the reviews you get.
• Positive reviews are no less effective promotional tools than any ad campaign you launch. So, representing them on your eCommerce site or marketplace is useful.
  

There are several ways how to encourage customers to give you their reviews. We shall focus on one of them, SMS communication.

Making SMS Communication Your Feedback Gathering Tool: 5 Tips on How to Do This

Why choose SMS for feedback? The reason is that SMS has a 98% rate of efficiency. When you send them, they get directly to the person you intend, not to someone else. SMS are read and they empower clients to respond to them.

Besides, one more reason is widespread of mobile devices. Most customers make purchases online through their smartphones. The same way they act when they want to leave feedback. So, SMS motivate customers not to delay their intention to leave a review on their recent purchase.

Let’s get some tips on how to use SMS communication to get reviews from customers for your marketing goals.

Tip #1 Motivate Customers to Review Their Experience

Motivation is crucial because the client spends his time on the review. Try to get his attention and push him into action with nice bonuses. Offer a discount on your next purchase for a review or a gift for your next purchase.

Tip #2 Make the Process of Reviewing Simpler

Once a customer has already made a purchase, getting them to come back to your site and leave a review can be tricky. Add an active link to the form for filling out a review in SMS so that the client can easily follow it on the first emotional impulse and leave a review instantly. This is respect for the client’s time and playing on emotions. And it works great!

Tip #3 Do Not Start Encouraging for Leaving a Feedback Without Previous Research

Just getting feedback via SMS is not enough. Before that, it is important to formulate why do you need reviews at all. Do you want to know the opinion of the client about the product and its characteristics? Perhaps, you need to improve customer service? Do you have serious disadvantages compared to your competitors? Choose the most critical questions for you, and build the communication on them. Why is this needed? It is the best way to formulate a message for the newsletter correctly! Just remember that the question always contains part of the answer, and this rule applies when compiling SMS mailings to receive customer feedback.

Tip #4 Separate Product/Service Reviews and Company Reviews

Want to get the most informative feedback? Then formulate your request to the client exactly. For example, you can send an SMS asking you to evaluate a purchased product, but then the client is unlikely to tell you about their customer experience. Conversely, if you are asking for a service rating, the review will not contain information about the usefulness of the product.

These moments can be used to get feedback on various parameters of your activity, for example, the quality of the goods offered, the quality of service, the speed of delivery, the usability of the eCommerce site interface, etc.

Tip #5 Automation Is Your Best Friend for Gathering Reviews via SMS

Use technology! Unified mailing for feedback is a bad idea. Some products will require the client time to evaluate their merits, while others can be evaluated immediately. For mailing about the quality of service, the sooner you implement it, the better, because the client’s assessment may turn out to be inaccurate over time, or he will simply not be interested in leaving a review over time. Enable automated SMS drips and customize the time of sending by customer categories.

Besides, you can integrate SMS into your business CRM to get insights into review performance, average response time, conversion rate increase, and other valuable metrics.

A Small Conclusion

Do you want to get customers’ reviews quickly and accurately? Then use the quickest and the most effective tool for customers’ motivation. That is SMS communication. With the help of SMS, you can gain the results you need for your future prosperity as you can customize reviews, make them motivating for certain feedback, and show your customers that you do care about their experience from purchasing goods or services in your e-store.

With Sempico Solutions you can make your text message advertising more efficient.