Revolutionize Your Customer Experience with Automated Messaging

Customer experience platforms have been one-dimensional in the past. Review platforms serve as a single-purpose feedback mechanism, email marketing platforms are used primarily for company updates and customer acquisition, and support platforms are reactive rather than proactive.

Effective communication is the key to success for any business, so it’s time for a new communication solution. 

Automated messaging is a powerful solution that helps organizations streamline their communication processes, enhance customer engagement, and save valuable time and resources. 

But what exactly is automated messaging?

What is Automated Messaging? 

Gone are the days of blasting generic emails. 

Personalization is critical to improving customer experience. 80% of customers are more likely to do business with a company that offers a personalized experience. Tailoring experiences to individual needs can significantly improve satisfaction and loyalty. 

Automated messaging leverages technology to send personalized messages to your customers across various channels.

Workflows define the sequence of actions that the automated messaging system will follow, outlining the path from the trigger event to the final delivery of the message, including any intermediate steps or conditions. Message templates have pre-designed formats for the messages. These templates can be customized with dynamic content, such as the recipient's name, purchase details, or other personalized information, ensuring each message feels unique and relevant.

Benefits of Automated Messaging

Automated messaging offers a range of benefits that make it an essential solution for modern businesses. 

Automating routine messaging tasks frees up valuable time for employees, allowing them to focus on more strategic and creative endeavors. Automated messaging ensures that communications are consistent in tone, content, and timing, which helps build a cohesive brand image. 

As businesses grow, the volume of messages they need to send increases. Automated messaging systems can quickly scale to handle larger volumes without additional resources needed. Advanced automated messaging platforms also allow for personalized content, making messages more relevant and engaging for recipients. Timely and relevant automated messages can enhance customer engagement by providing valuable information, reminders, and offers precisely when needed.

If you’re still not convinced of the value of automated messaging, just look at the numbers!

Research shows that 2 in 3 customers prefer text messages over email for receiving updates and promotions. SMS messages have a staggering 98% open rate with 70% being read within one minute of receipt. This is significantly higher compared to email’s 18% open rate. Additionally, about 47% of SMS recipients end up making a purchase from a text message, which shows its effectiveness in driving sales.

6 Best Practices in Automated Messaging for Improving Customer Experience

It is no surprise that SMS marketing and automated messaging have emerged as powerful solutions for businesses to connect with their customers personally and immediately. However, to truly improve customer experience, it’s essential to go beyond mere promotional messages and focus on building meaningful relationships that focus on improving customer experience.

Here are some best practices in automated messaging that can help you create a more engaging and supportive customer journey to improve customer experiences.

1. Set Clear Expectations: When customers opt-in to receive messaging communications (whether through SMS or another channel), it's crucial to set clear expectations from the beginning. Let them know what kind of messages they will receive, how often, and what value they can expect. 
2. Perfect Your Timing: Timing is everything in automated messaging. Focus your communication efforts after the sale, when customers need the most support. 
3. Maintain a Thoughtful Cadence: The frequency of your messages is crucial. We recommend texting no more than once or twice a week depending on the customer's needs and product usage.
4. Ask Engaging Questions: Use yes/no and multiple-choice questions in your messaging campaigns to increase engagement. These types of questions are easy for customers to respond to and can provide valuable insights into their preferences and satisfaction levels. For example, asking “Are you enjoying your new pet product? Reply YES or NO” can quickly gauge customer satisfaction.
5. Balance Promotional and Valuable Content: While promotional messages are important, they should be balanced with content that customers are already looking for. Share useful information such as store locators, FAQ pages, or links to your YouTube channel with tutorials and product demonstrations. 
6. Solicit and Respond to Reviews: Before directing customers to leave a review, ask them how they are enjoying your product. This can be done through a simple messaging survey. If they respond positively, guide them to your review page. If their feedback is negative, use this as an opportunity to address their concerns and improve their experience. 

Remember, the goal is to support and engage your customers throughout their journey, turning them into loyal advocates for your brand. With these best practices, your automated messaging efforts can become a powerful solution in improving customer experience and fostering long-term customer satisfaction and loyalty.

Automate and Personalize with Blustream

By leveraging automated messaging technology, Blustream ensures that customers receive personalized support, timely tips, and comprehensive product information, creating an improved product and customer experience.

Blustream offers a myriad of benefits that make it an invaluable platform for enhancing customer experience through personalized and automated dynamic messages:

• Segment Based on Product Usage: Create audiences based on how customers use your products rather than how often they purchase them.
• Trigger Based on Product Data: Send timely messages based on how and when customers use your products. Unlike traditional reactive customer service, Blustream initiates contact and support, preventing issues before they arise and ensuring a smooth customer journey.
• Two-Way Rapid Dialogue: With Blustream, companies can ask questions to engage customers in instantaneous, automated conversations.
• Intelligent Keywords: Empower customers to get help or tips on-demand by using #keywords.
• 5-Star Templates: Launch Blustream's proven customer success templates for guaranteed 5-star product experiences.

Our customers are already achieving improved customer experiences with Blustream’s automated messaging capabilities.

The Bear and the Rat partnered with Blustream to connect directly with customers at independent pet retailers and Whole Foods locations nationwide. Using QR codes on their dog-friendly frozen yogurt packaging, they established personalized connections based on each customer’s unique experiences with their dog.

The results are remarkable: a 35% increase in automated messaging opt-ins quarter-over-quarter, an impressive 65% response rate to questions, and a 37-fold increase in product reviews on their site.

Let Blustream show you the value of creating dynamic dialogue around your products. Learn more about our platform here.