3 reasons why you should use SMS for customer feedback

Today, businesses are built on customer feedback. You need data to create better customer experiences, or simply to deliver the right service. The problem many businesses run into is that no one wants to spend time filling out a long form.

Forms are cumbersome - whether you ask people to fill it out digitally or with pen and paper. In fact, over 81% have recently abandoned at least one form.

In a mobile-first, on-the-go world, more than 57% choose to contact brands via messaging apps to book a flight, shop online, handle customer complaints or fill out a customer survey. So why not use a mobile-first and on-the-go communication channel like SMS to ask people to help your business with customer feedback.

Why SMS works

1. Effective and personal. 2-way SMS is an effective and personal way to engage with your customers. It's a perfect channel to easily collect customer feedback without requiring much effort from you or the customer.
2. Speed is a factor. Customers are used to everything being here-and-now. If you try to drag customers through long and cumbersome forms, you ruin the buying experience you've spent time creating. Instead, send an SMS with a few simple questions and you're guaranteed a higher response rate.
3. Higher response with SMS. The open rate for SMS is 94% while only 25% open your emails.
4. Meet your customers where they already are. It's much easier to communicate with customers where they already spend a lot of their time - on their mobiles. And with SMS, getting seen and read by your customers couldn't be easier.

Customer case: Chef & Virgo uses SMS to ask the customer about the experience

"We've had the most success with SMS versus email, as not everyone sees the email. Firstly, it's important that the used service is ready when we pick it up, and if the customer has something they're unhappy with, our customer service needs to make contact with the customer immediately. Here, SMS is simply the only way to communicate with the customer."

Jesper Nygaard, Technical Manager

Read the full Kokken og Jomfruen case study here.