Customer experience impacts sales. Buyers with great past experiences spend 多出140% compared to those with poor experiences. And in today’s connected world, that experience is directly linked to customer service.

幸运的是，你有办法在整个客户旅程中实现接触点的自动化，这将简化客户的购买路径。你可以用短信来充实你的客户服务部门，并在整个旅程中添加战略信息，以减少对支持的需要。

客户服务是客户旅程的一部分

Customer service and support have become integral parts of customer journeys and your customers want answers in real-time. 其中75%的人 use a search engine to find answers to service-related questions before calling an agent, and 44% would much rather press a button to initiate an SMS conversation than wait on hold to speak with a customer service agent.

任何非实时客户服务都会给你的客户带来压力：它让他们付出时间和精力。不好的经历会增加他们永远放弃的机会。

您可以集中精力创造一种环境，发起即时、一对一的对话，而不是追逐那些让客户恼火、费用高昂的互动。由于客户可以从短信、聊天到电话无缝切换channels ，因此必须让联络中心也能做到这一点。

精简信息传递策略的解决方案

创造一个更好的购买体验的一个重要部分在于使你的客户服务的一部分自动化。因此，为什么不在客户甚至不得不联系你的支持团队之前就简化他们的体验呢？

通过使用短信和WhatsApp，你可以通过指导客户完成整个过程的战略性信息来减少客户支持的压力。

对那些可以减少你的高接触客户支持同时增加客户价值的用例感到好奇吗？这里有一些我们最喜欢的案例。

订单和付款确认. One of the best ways to reduce the need for support is by sharing real-time order information such as payment and dispatch notifications. Make it a two-way communication channel to give your customers control over their purchases.

产品或服务更新. Reach out to your existing customers with relevant product information and updates. This is a great way to increase both their spend and brand loyalty!

ETA和交付更新. Logging into a delivery provider’s website to find out the location of a package is a pain. You can make everyone’s life easier by automating the notification process.

帐户通知. “I really like when my account expires or gets hacked,” said no one, ever. Instant messages can help prevent fraud, improve onboarding, and keep logins safe.

收集客户的反馈和评级. Customer feedback is tough to gather because customers are asked to invest their time and get nothing in return. With text messaging, sending feedback becomes a 5-second action for the customer.

用SMS简化您的客户服务中心

通过在客户旅程中加入云通信，你可以在客户的整个旅程中大大改善客户的体验。

你将为你的客户节省时间和精力，以获得他们最想要的产品，同时通过开放的沟通渠道加强品牌忠诚度--这将使双方与你的客户服务团队的关键互动变得顺利和愉快。

你的客户不会对他们的订单感到沮丧，如果他们感到沮丧，他们也不必永远等待，使你的支持人员能够处理流量激增的问题。人人都是赢家。

报名参加 to try MessageBird and see how it transforms your customer journey and support process!