Covid-19 is undoubtedly having huge implications for retailers. According to a recent survey, 85% of businesses in Ireland have either scaled back or shut down. However, many countries are beginning to reopen their stores. With physical shops reopening, there are numerous new processes and changes that need to be implemented. In order for retailers to recover and open successfully, it is vital to adhere to all the necessary regulations and provide reassurance to consumers. With that being said, here are some powerful ways that mobile messaging can help retailers effectively communicate and reassure customers during this time.
Many people will be concerned about their safety as they begin entering physical retail stores again. A new study found that 33% of consumers answered that they would feel safe shopping in a mall. Therefore, it is critical to keep customers up to date on all the latest guidelines, and advise them of the exact actions that are being put into effect in order to prioritise everyone’s safety.
Though it is important to notify consumers of your policies, sending lengthy text may be quite off-putting, and buyers may be unlikely to retain all the information. However, with Rich Media Messaging (RMM), you can send rich, powerful content that keeps people engaged. These are personalized landing pages that are easily sent via SMS. Some examples of captivating content that you can send to inform your customers include:
If you need to deliver a quick message on amendments to any of your policies, sending SMS alerts is another great option to keep customers aware of any changes made. With a 98% read rate, it’s the perfect option to ensure your updates are seen.
eCommerce is currently booming. According to recent figures, department stores’ online sales surged by 33.7% compared to the previous year. With more and more people opting to shop online, it is the perfect opportunity to drive traffic to your ecommerce store. There are a number of ways in which Rich Media Messaging (RMM) can help you boost online sales. These include:
It is clear that more people than ever have taken to online shopping due to Covid-19. One survey even shows that 41% of respondents claimed they currently shop online for purchases they would normally make in-store. Although, that doesn’t mean that people are no longer interested in brick-and-mortar stores. There are many approaches that you can take in order to help consumers navigate your physical store safely.
Sending Rich Media Messages (RMM) or automated SMS to your customers can greatly enhance their experience of brick-and-mortar shopping. Some examples of messages that you can send to your customers are:
With stores reopening and processes changing, there may be a big inflow in customers queries and your contact centre may be overwhelmed. According to research, wait times in contact centres skyrocketed by 182% in March this year, compared to that of the previous year. By automating routine tasks and giving customers the opportunity to self-serve, you can not only greatly reduce business costs, but also decrease inbound calls by up to 65%. Some examples of uses for automated SMS include:
With two-way SMS, customers can also speak with an agent without needing to make a phone call. As SMS typically has a response rate of 90 seconds, it is a quick and convenient way to address customer queries. This optimises contact centre agents’ time and ensures that your customers aren’t waiting long periods of time for their issues to be addressed.
We have worked with numerous companies to help them operate at their best during a crisis, and we’d love to discuss how our mobile messaging solutions can assist your retail business. If you’d like to learn more about how VoiceSage can help keep customers informed, boost online sales, enhance in-store experience, and optimize the contact centre, contact our team today.
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