With all the uncertainty the world has faced in the past year and a half, now more than ever it is important to stay connected with each other and stay informed. One of the easiest ways to make sure important information gets across in a timely manner is through the use of SMS messaging. The more students who choose to opt-in to SMS messaging the more unified and informed your campus will be.
Whether your customers are taking a domestic flight or they’re heading abroad, they’ll probably find their airport experience exciting.
At the same time, there are plenty of opportunities for it to become stressful. From the crowds to waiting in lines, there are lots of ways Customer Experience (CX) can head on a downward spiral when flying. Fortunately, advances in technology mean you can create CX opportunities that increase traveler delight.
Everyone business should theoretically aspire to design a product or service so revolutionary and so meaningful that it will blow the competition out of the water resulting in hoards of customers pouring through their doors. (Wouldn’t that be nice?)
For better or worse, something akin to this is only possible when a company fully understands their customers, their wants and needs, their hopes and aspirations, as well as any pain points they may have.
SMS messages, or more commonly known as text messages, are an effective way to take your customer support to a whole new level. Texts have a 99% open rate, with 95% read within the first 3 minutes from being sent. What’s more, 89% of consumers would like to communicate with businesses via messaging, but, unfortunately, only 48% of companies support this sort of connection. Messaging also ranks as the number one preferred customer service channel in the United States and among the top three in the rest of the world.
According to research, 90 percent of smartphone users are enrolled in SMS loyalty clubs with companies they feel like they benefit from being enrolled in their program.[i] More than 50 percent of consumers would rather text for customer support than call if given the option. And 98 percent of adults aged 18 to 29 in the US own a device capable of receiving a text message.[ii]
There is no question whether or not text messaging is a smart way to improve or enhance your customers’ experience. Arguably, SMS is the new normal when it comes to customer service. So, since text messaging customers is becoming more of the expectation, how can you leverage the technology to offer superior service to your students on campus?
Let’s take a closer look at four college campuses that are utilizing SMS technology to elevate the customer experience of their students.