How to build customer relationships over text

Relationship building over text messages can be daunting...and frankly, a little tricky. Here are some best practices tips for you to consider.

Be responsive

‍There’s nothing worse than leading your customer hanging! Make sure to respond to your customer’s messages in a timely manner so they stay engaged with you and feel that they are a priority to you. 

Provide full context ‍

Make sure you are providing your customers with helpful and up to date information in your conversations! Make use of the widgets within TextKit so that you have full context on the customer’s account in every conversation. If you come across any information that is incorrect, be sure to correct it in the originating source. 

Be productive ‍

Make sure you are optimizing what you can do over text messaging for your customer so they don’t have to go to another source for answers or switch channels to get things done. With TextKit, you can send curated content directly from the platform (e.g. e-signature requests, secure file sharing links, video call invites, information packages, forms) to create a seamless experience for your customer. The more you can do seamlessly over text, the more productive your conversations will be. 

Build trust

‍If you want to be your customer’s go-to person, then you have to earn their trust, one positive text interaction at a time. Make sure you are ending off each text conversation on a positive note!