One of the greatest struggles companies face is gathering customer feedback and reviews. Feedback and reviews do not just give you insight into areas that are doing well and those that need improvement. They often influence other potential customers. Automated email campaigns often go ignored, but integrating automated texting software helps keep your message out of spam. Automated surveys and feedback via SMS are more common than you might expect, and businesses are learning just how effective simple SMS marketing can be. You can use this simple but most frequently used form of communication to drive traffic and build customer relationships. 

Digital Clutter

Every day, the average person receives dozens of notifications, and the morning email check is a mass deletion of messages. But texting carries a sense of importance, and sms messages rarely get deleted without being read first. By corresponding with customers via SMS, you significantly increase your odds of receiving a response. 

Instant Gratification

Where many review campaigns fail is in execution. For your campaign to be successful, it relies heavily on the timing of your message. Waiting days to ask a customer about the service you provided gives excitement and positive feelings time to go stagnant. Setting up your automated texting service to send a review request immediately after your customer interaction captures them at their peak appreciation. 

Keep It Simple

You can provide the best service of your life, and customers may still ignore your attempts to gather feedback because they find it too complicated. If a survey requires too many clicks or has customers navigate multiple pages to complete it, even the most appreciative and patient customer is likely to abandon the task. Design your survey so that when your customer clicks the link you text, they are taken directly to the campaign page to submit their feedback. 

Complaints

Many businesses are hesitant to ask for reviews, fearing disgruntled customers will leave negative reviews. This is unnecessary; when implemented intelligently, text messaging is an effective tool for damage control. Initial outreach can be structured to ask a simple question about whether you did well. If a customer clicks yes, they are directed to the review page. If they answer no, they are redirected to a private, internal form. This strategy is a way for businesses to do damage control before it reaches the public eye. Your team can privately attempt to resolve the issue and salvage the relationship. 

Personalization

Using SMS to gather customer feedback and reviews is great for personalizing the content. Customers are more likely to engage if they feel they are being spoken to directly rather than being one of a hundred in a mass-market campaign. The goal is to develop a positive relationship with your customers. 

Trust 

Business thrives on customer trust and feedback, and reviews are one way to help that develop. Texting cuts through the noise of crowded inboxes and engages customers while they are still glowing with appreciation for your business. By shifting your strategy to a text-based approach, you give your online reputation a chance to start actively growing through five-star reviews. Your customers gravitate towards businesses they can count on to do right by them. Using SMS to gather reviews and feedback is an effective way to build trust with your customers. 

Learn how automated texting software can up your marketing game and help you get reviews that drive customers by requesting a demo today.