Retailer’s Smart SMS & Text Use Takes Customer Service to a New Level & Deliver Instant ROI
Text and SMS offers a wide array of tools and possibilities for reaching consumers and creating real interactive conversations in a relevant way. The incredible sales potential of mobile marketing gets a lot of attention; but several major retailers are using MESSAGEBUZZ to expand and enhance customer service.
Text and SMS integrated into a customer service program allows customers and potential customers the answers they want and a personalized, instant experience of your brand. MESSAGEBUZZ clients report it is an instant ROI when they prevent a shipping problem or head off an exchange before the merchandise leaves the warehouse.
A cross-platform mobile implementation plan can improve the bottom line. For example, it was customer service that brought Moosejaw, a top outdoor gear and apparel retailer to MESSAGEBUZZ several years ago. Moosejaw integrated text tools into its existing ordering, shipping and customer services process providing more control for the retailer and the customer alike! For Moosejaw customers who opt-in, a text is sent instantaneously to their mobile phone. It’s just that the whole idea of being able to use your phone or mobile device where ever you are. Embracing text and mobile tracking codes from UPS is increasing customer satisfaction and delivering the level of service Moosejaw customers connect with. The text options offer instant interaction and consumers are responding by becoming Moosejaw advocates sharing the positive shopping experience with
friends and family.
Moosejaw founder and CEO Robert Wolfe made a commitment to be among the first retailers to form bonds with customers by communicating with them via their mobile phones: "Mobile marketing and communication is the perfect way for us to target, reach, and interact with our customers. Mobile devices and text are the preferred form of communication for most of our customers and Moosejaw is using it to interact with our customer base on an individual and personal level."
Now the merchant interacts with customers via SMS and text for order tracking and to connect with the retailer with questions or comments. By utilizing MESSAGEBUZZ systems, Moosejaw customers and customer service representatives communicate easily via text.
- Competitive Advantage: Incorporating text as a method of communication with their customer service department is another way Moosejaw personalizes the shopping experience and helps create a community of outdoor enthusiasts sharing tips on everything from using their favorite Moosejaw gear to what to wear on a third date.
- Customer Loyalty: By providing customers the choice of communication they prefer, customers respond positively. Customers not only track purchases via their mobile devices; they are empowered to communicate on an individual basis which is giving the retailer valuable insight into their consumer’s preferences.
- Customer Experience Significantly Enhanced: This interactive customer service solution satisfies customer needs and enriches their shopping experience. It also creates a customer intimacy with Moosejaw and brings excitement to shopping whether is mobile buying,2web or in the brick and mortar locations.
MESSAGEbuzz is ready to help you reach your audience when and where you want to touch them! We have the tools to put your brand on the front lines of the future of commerce. Find out how to get started in mobile. Call us at 888.900.2899 or email us today.