Messaging platforms are proving to be the most convenient and effective means of communication for both customers and companies. We explore unconventional ways in which messaging channels such as SMS and WhatsApp can help execute successful customer experience strategies.
Marketers are always looking for novel ways to reach out to customers as part of their customer experience efforts. Messaging platforms such as SMS, Messenger, WhatsApp, etc. provide invaluable opportunities to reach customers on a mobile device that’s always with them. SMS has long been used by businesses to interact with customers and could certainly use a fresh strategy, whereas WhatsApp for BusinessOpens a new window launched in 2018 and has only just begun helping business-customer interactions.
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Before moving forward with customer experience strategies for both SMS and WhatsApp, let’s about three principles that should guide your messaging platform-based interactions:
Let’s explore the customer experience strategies marketers can implement to engage customers, personalize interactions, and enhance their experience.
SMS boasts high open rates with 97 percent of respondents opening every SMS message received, according to a report by Apifonica on SMS statisticsOpens a new window . Target your SMS content based on their preferences, behavior, and context, and ensure the message adds value to customers.
Here are three steps to an effective awareness SMS strategy:
Ask customers to sign-up for special offers and include a strong call to action.

According to a Pew Research Center reportOpens a new window , 42 percent of smartphone users in the age group 18–29 use WhatsApp and Facebook Messenger.
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Customer Service Vs Customer Experience (CX): Key Differences And Similarities
How can you use WhatsApp to build buzz?
Personalization is the key to delivering quality CX. You can use a person’s location, browsing data, preferences, recent purchases, etc. to send customized messages.
How can you use SMS or WhatsApp to send personalized messages?
Also Read: Meet Your Customers Where They Already Are with SMS Chatbots
Ensuring a hassle-free ordering and delivery service plays a crucial role in customer experience. Apart from ensuring on-time deliveries, it is important to inform the customer of her order status, delays if any (with the reason), and any other alerts to convey their order is being taken care of. SMS and WhatsApp are cost-effective media to send such messages.
This is what you can do:
Most service providers plan outages for maintenance. Sometimes there may be an unplanned outage due to technical issues.
You can use SMS or WhatsApp to:
Notifying customers about upcoming events or sending reminders for events, appointments or bookings can help avoid no-shows, help them plan beforehand and hence improve their experience.
Also Read:
Top 5 B2B Customer Experience (CX) Best Practices for 2020!
No customer experience is complete without fantastic customer support. Integrating customer service into your SMS or WhatsApp activities can help your staff interact with your customers on a one-to-one basis. Most customers dislike calling customer service, as it is time-consuming, and they are usually placed on hold. Messaging platforms help your brand become more accessible. When you offer support through messaging, customers can drop in a message without having to be tied up on a call.
Reaching out to customers through media they frequently use and are most comfortable with helps you deliver frictionless CX. Messaging platforms such as SMS or WhatsApp can turn out to be an excellent customer experience advocate if used right.
Have tips on a customer experience strategy using SMS or WhatsApp? Share with us on TwitterOpens a new window or LinkedInOpens a new window or FacebookOpens a new window ; we’re always listening!

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