What’s a conversation with a customer without giving them an opportunity to respond? 2 Way SMS allows you to not only send messages out to your customers but also receive responses. It’s a powerful way to communicate and engage your audience where the information that is returned via SMS can help to automate responses across your entire business. Customer feedback and communication is the key to your success program, especially when you can reach them where they are most receptive to engage with personalized content that is useful, personal, and relevant. It’s no doubt that the biggest organizations in the world are thinking mobile first. It’s a computer, a phone, a bank card, a TV, a back scratcher, this miracle device is man’s best friend (for now) and if you want to reach your customers – mobile first needs to be the approach.
Time and time again, businesses of all shapes and sizes are losing money down the drain by allowing opportunities to communicate with their audience by the wayside. A common case with healthcare providers that we work with are problems associated with appointment attendance rates and customer satisfaction post initial visit to the physical location. This usually comes as lack of personalization or follow up and appointment setting via “SMS appointments” which leaves room for human error and general forgetfulness. People need to be kept in the loop as well as needing an option to respond by making it a frictionless process. That being said, we setup 2 Way SMS allowing healthcare clients to send personalised appointment reminders allowing patients to reply with (Y) for yes, (N) for No, (R) for request call back.
You’d be surprised what a difference a reminder makes not only to attendance rates but also decreased loss of revenue. It may not seem like much, but when healthcare clients are losing potentially hundreds in missed appointments, it adds up pretty quickly. The SMS appointment reminder experience improved client reputation as patients felt their experience was much more personalized. From an organizational standpoint, it allowed the client to improve efficiencies in staff time and labour costs following up with patients in rescheduling and following-up.
Start communicating with your audience, GoFax SMS has the tools to get you there. These opportunities are low hanging fruit that can make a world of difference across your organization. Although this article discussed the 2 Way SMS from an appointment reminder and scheduling perspective, the opportunities are limitless as to industry and ways to engage, track and manage replies from your audience.
If you’re interested in discussing how 2 Way SMS can be implemented into your organization, we have a range of options ranging from API integration directly into your existing systems, custom SMS deployments, email to SMS and more. Contact us today to speak to our account management team and let us help you find the best way to integrate SMS to better interact and engage with your customers.