Short Message Service, or SMS, is the most common form of text messaging. While texting is widely used by friends and family members to stay in touch with one another, it can also be utilized by businesses. Programs are available that allow business owners to send and receive SMS texts through their professional phone systems or email applications. This service offers a number of benefits that can improve customer satisfaction and streamline operations.

Why You Should Integrate SMS in Business Communications

1. Be Accessible to Your Clients

Presenting clients with a texting option offers an appealing alternative to placing a voice call to your business's phone system, making you more accessible. A client may be juggling multiple tasks or need their phone for other priorities. Text messaging allows them to communicate with you and take care of issues while performing other important responsibilities.

Also, many people have phone anxiety, which causes fear or stress when making calls. For these folks, texting is an easier option that doesn't demand voice-to-voice contact.

2. Have Records of Conversations

Most business SMS programs provide you with a transcript of the text conversations shared between the customer service team and clients. This record can be helpful in addressing clients' needs and understanding the issues that have led them to text you.

You can also provide the client with a copy of the transcript so that they can readily access the troubleshooting and problem-solving suggestions provided during the conversation in case the issue occurs again.

3. Avoid Lengthy Wait & Response Times

Calling a business's phone system often results in wait times for the clients as they sit on hold or in a queue waiting to be connected. If lines are full, they may be routed to a voicemail, where they leave a message that requires a return call.

These situations can be frustrating for the client, and they also involve more work and additional steps for the customer service team, from dealing with impatient callers to returning voicemails. Texting eliminates long hold times and the need for returned phone calls.

If you choose an SMS program from ACC Telecom, you’ll enjoy all of these benefits and more. Since 1979, they’ve served businesses in Frederick, MD, northern Virginia, the District of Columbia, and the surrounding areas. Their telecommunications solutions include SMS and phone systems, mass notification software, security cameras, and VoIP services. Call (410) 995-0101 or visit them online to request a quote.