Engage and Build Customer Engagement with Mobile Messaging

Mobile messaging plays an important role in increasing customer engagement and building loyalty with your users. It allows businesses to connect more directly with their audiences to better understand their customers, provide better service, and develop a stronger relationship with their audience.

What is Mobile Messaging?

Mobile messaging typically refers to any text-based message sent to mobile devices such as SMS and MMS, instant messaging services such as WhatsApp, and may also include social media communication targeted at mobile users. Although e-mail is available on mobile devices, it is not usually included in this list.

Here are the 6 most effective ways mobile messaging can engage your customers and strengthen brand loyalty:

1. Keep it relevant

Every message you send to customers should be relevant to their interests. Customers don’t like irrelevant messaging and get no results. In fact, 79% of consumers say they will only be interested in a promotional message if it reflects their past interactions with your brand. Besides annoying your customers, this is also a great way to go against text messaging regulations like GDPR. These require businesses to only send texts to consumers about specific topics they have pre-selected. Failure to do so will result in a fine and your future messages being marked as spam.

Instead, use your customer browsing and purchase history to send news and offers only to people who might be interested. If you want to promote the sale of a particular product or service category, you can only message customers who have recently purchased or viewed that product or service. This means you won’t waste money sending marketing messages that won’t go anywhere, and customers are always engaged with your texts because they’re making an offer they can actually use.

For example, if a customer has recently purchased summer clothing from your store, they may want to receive a quote for other seasonal items and accessories, such as sunscreen and sunglasses, but promoting other clothing items such as workwear is probably not relevant to their customer. needs.

2. Increase engagement

Getting users to interact directly with your mobile messaging is one of the best ways to increase customer engagement. Interactive mobile messaging can be used to create a fun experience to share useful tips and information, gather feedback or participate.

User-generated content

Contests and other events to solicit and share content created by your customers increase engagement by creating opportunities for user-generated content. Customers can attend these events and share with friends on social media. For example, Whole Foods Market encourages users to post pictures of their shopping carts on Instagram. This helps turn shopping into a fun experience that customers can share on social media, while the image also helps promote Whole Foods products to their Instagram friends and followers.

Customer interaction mobile messaging

Social media posts that include UGC get 28% higher engagement than other posts.

Polls and Polls

Surveys and polls have a variety of uses. They can be used to start interesting discussions on related topics, get customer feedback on what they want from your industry, or gather feedback on their experience with your business. Customers become more engaged with businesses when they feel they can influence their direction. That’s why companies that proactively engage to improve the customer experience increase engagement by an average of 20%.

Chatbots and autoresponders

Chatbots, chat plug-ins, and automatic replies encourage customers to engage with your business by ensuring they always get instant responses. These allow customers to learn more about your business without calling or waiting for an email response by answering simple questions about your brand and services.

Self-service allows customers to get help and response on their own terms whenever they want. This is especially true for mobile users, and mobile messaging facilitates a wide variety of self-service options.

Promote self service

In addition to answering customer questions, chatbots and SMS autoresponders can also perform many customer service tasks, such as scheduling appointments, sending reminders, and providing order updates. These methods can also be used to raise awareness and share your other self-help resources by linking to online FAQs, tutorials, blog posts and videos.

For example, a customer who has recently purchased exercise equipment may need help setting up or using it correctly. Instead of waiting for a response from your support team when they want to start a new purchase, the customer can type a keyword into your number based on the help they need. A keyword like ‘SETUP’ might prompt ‘WORKOUT’ to get a link to the manufacturer’s instructions or links to videos of recommended workouts.

4. Referral programs

Offering discounts and other benefits for sharing a referral link is a great way to reward your customers for their enthusiasm for your business. These are especially effective when they enable the customer to use your products or service better. Tesla, for example, provides customers with free charging equivalent to 1,500km per referral, so referrals potential buyers allow existing owners to drive and enjoy their cars more.

Make it easy for customers to find referral codes or links using a mobile device, and make it easy for the buyer to complete the action on mobile as well. A simple, mobile-friendly referral process means new customers can take immediate action on their friend’s recommendation instead of putting it off until later or forgetting it altogether.

5. Affiliate marketing programs

While affiliate programs are often seen as a way to reach new audiences, they can also build existing customer loyalty and engagement. For starters, these can establish collaborations and closer communication with existing customers who have become affiliates.

This means that affiliates not only get a chance to make money by sharing their enthusiasm, but they also get a sense of your company’s perspective and become more interested in the future of your brand. You also have direct lines of communication with your biggest users, as well as meeting new audiences, making it easy to understand what customers want and expect from you.

To maximize these less tangible benefits, it is essential to build strong relationships with your affiliates. Building long-term relationships with affiliates requires more than a good commission rate. Remember that customer affiliates aren’t always professional marketers, so make it easy for them.

  • Your affiliate program should be mobile friendly for affiliates as well as new customers so regular customers can sign up and just start using their phone.
  • Provide a live chat or IM channel where affiliates can get help and exchange ideas with you and other affiliates, and a weekly SMS newsletter can provide weekly tips on promoting your business and what areas to focus on.

6. Follow-up after interactions

Meeting with customers after an interaction or sale is a vital part of improving customer experiences, as it allows you to address any complaints and leave unhappy buyers with a positive end to their experience with your business. Still, even if they’re going to contact you about a topic, being the first to reach out shows that their satisfaction is important to your business.

Follow up after interaction

It can also provide valuable feedback to improve your business and generate reviews and testimonials. This can reveal minor issues that customers can’t contact unless you ask, such as highlighting a confusing checkout process. While they are not enough to complain about, such issues can color a customer’s impression of your brand enough to affect their loyalty.

Mobile messaging helps make sure these followers are seen and read by everyone you need to hear from. For example, only 17% of emails are opened by the recipient, while 98% of texts are read within minutes and open texts get more responses from email.

Real-time communication techniques to increase customer engagement and loyalty

Mobile messaging is a vital part of interacting with modern consumers, especially as customers raise their expectations for the quality of customer service and marketing you can offer mobile users. Improving your mobile communications makes life easier for your customers and makes interacting with your business a more positive experience.

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