![\"Tip\"](\"https://www.business.com/images/content/605/118c59c658ab3018b4567/75_-75-\")
Tip: The timing of your text message can determine its effectiveness. Send text messages during regular business hours, not on the weekend or in the middle of the night (although the nature of your business might allow for off-hours text messages).Most people are familiar and comfortable with communicating with their friends and family through text messaging. Conversational SMS messages have also become a regular part of the business messaging environment. As a result, businesses are increasing their use of text messaging as a way to communicate with customers and support their customer service strategies. These seven ways to use text messaging for customer service can help improve your customer satisfaction rating.
\r\n\r\nText messaging for customer service offers several benefits over other types of business communications.
\r\nBusinesses can use text messaging for customer service to do the following:
\r\nTreating customers like individuals and sending timely messages will help you build strong customer relationships. Personalized text messages enable you to connect more strongly with customers.
\r\nEmails are more effective than text messages when you need to provide more detailed information to customers or tell a story (as in marketing and case studies). However, text messaging is more personal, as you can speak directly to customers on a first-name basis and answer questions immediately.
\r\nPhone calls and text messages are both effective for one-to-one communication. Text messages can be just as personal and deliberate as talking to the customer on the phone. However, text messages are easier to scale than phone calls. You can respond immediately to customer questions by text message, which helps to make customers feel heard and understood, builds rapport, and supports customer retention.
\r\nHere's how you can personalize text messages in customer service interactions:
\r\n
Email can be relatively slow for sending information, with extended periods between responses, which can reduce the effectiveness of the communication. Phone calls also take time and can cause frustration when customers are left on hold or the phone call is not handled properly. Slow responses to customer requests can lead to loss of customers and negative reviews of your business.
\r\nText messages are faster than email and phone calls, as people can respond to text messages in the middle of another task. Text messages also enable you to exchange information quickly, resulting in quicker responses. Make sure to respond to inbound text messages as soon as possible. Some data suggests the response time should be between 90 seconds and one hour, but it depends on your business and the complexity and urgency of the message.
\r\nText messaging is more convenient from a customer's perspective, as they can respond or reach out at their convenience. Customers tend to prefer conversing via text message because they don't have to deal with automated phone menus or wait for you to reply to an email. This puts the customer in control of the buying journey and the speed of communication.
\r\nThe time you save with automation can accumulate significantly over the course of a business day. You can automate many elements of the customer service process. Automated text messages can include these singular messages:
\r\nYou can also use automated text messages as part of marketing campaigns, sending messages to everyone on your contact list. These are some examples of text message marketing campaigns:
\r\nYour business can use an automated texting application, customer relationship management (CRM) software, or other applications to schedule and send text messages. This can make your customer service and marketing teams more efficient and proactive in their communications. Automated text messages also create greater transparency with customers and enable you to answer questions immediately.
\r\nCustomers will often contact customer service or visit your website to find answers to questions about orders, service requests, delivery issues and other topics. Allowing customers to ask questions by text message enables them to receive answers more quickly, reducing their time spent trying to resolve a problem. Customers can send a text message when they are not satisfied with their experience, which enables you to address their issues immediately and prevent their dissatisfaction from growing too large.
\r\nReducing your customer service response time improves brand perception, increases the likelihood of repeat business, and encourages more positive reviews of your business. Setting up autoresponders enables you to provide immediate answers to common questions, such as your hours of operation, location and current availability. Automated response sets help you to meet customers' expectations and create a more positive customer experience.
\r\nTo make autoresponders more effective, follow these tips:
\r\nIt makes good business sense to be proactive in reminding customers of appointments. This reduces the number of canceled or missed appointments, which keeps customers satisfied, employees busy, and your calendar full. You can set up your text messaging or calendar app to send appointment reminders when the customer makes the appointment, several days before the appointment, and on the date of the appointment. Include a call to action that compels the customer to confirm the appointment, as well as a way for the customer to reschedule or cancel the appointment.
\r\nYou can use text messaging to send alerts about limited-time offers, changes to seasonal inventory, updates on new arrivals, links to special events, and more. This form of proactive text messaging can boost sales, increase traffic to your business and website, and spur customer interest.
\r\nCollecting customer feedback is a great way to find out what customers like and don't like about your business. However, the traditional ways of conducting polls and surveys are time-consuming and require investments in software and other resources. Sending out text-based surveys is a more efficient way of collecting customer feedback, as you can include a link to a Google Form with a poll or survey in the body of the text message. This enables you to get immediate responses to your surveys and increases your interactions with customers.
\r\nPolls and surveys are designed to collect customer feedback in slightly different ways:
\r\nPolls and surveys can be sent by text message:
\r\nMany customers check Google reviews before visiting or buying from a business, typically reading the newest reviews first. Google reviews increase your search rankings; the more reviews you receive, the better your business's credibility. Positive reviews also provide social proof that a business treats its customers well. That's why it's important to check your business's Google reviews to learn what customers are saying about you.
\r\nYou can use text messaging to follow up with customers to make sure they have had a good experience. You can send a timely message (i.e., soon after a sale or a customer visit) requesting a review, with a link to your Google Reviews page in the text message. A message to the customer right after a positive interaction is more likely to result in a positive review.
\r\nFollow these steps to increase your number of Google reviews:
\r\nSimpliSafe is an easy-to-use business security system that can be set up in under an hour. After that, it protects every inch of your property 24/7 with emergency dispatch and instant alerts for break-ins, power outages, leaks and dangerous temperature changes. With this system, you no longer have to worry about whether your business is safe. However, it lacks many of the access control features we looked for.
\r\nSimpliSafe offers four security packages that you can choose from based on the size of your home or business. These packages are broken down below:
\r\nYou can also design a custom security system and purchase extra sensors if you need them. SimpliSafe doesn't require any contracts and offers the option of 24/7 monitoring.
\r\nWith SimpliSafe, you can choose the type of monitoring you want. Options include sensors for doors and windows, motion detectors, freeze and water sensors, and HD security cameras. The system is easy to set up: It arrives ready to go, and it can be set up in under an hour, with no professional installation required. It's also easy to use. Securing your property takes seconds with a key fob or keypad, and employees can also use a unique PIN code to enter the building when a manager isn't there.
\r\nHere are more of SimpliSafe's notable features:
\r\nSimpliSafe offers a thoughtfully designed, easy-to-use, budget-friendly security system that makes it easy for small businesses to secure their facilities. The packages are reasonably priced for different sizes of business, and the hardware is built to last and simple to set up on your own.
\r\nWhile SimpliSafe is an excellent security system, it has little to offer in the way of access control. The only features it offers specifically to control access to your building are keypads, key fobs and entry sensors. The focus of the company is more on home security than business access control.
\r\nYou can reach SimpliSafe by phone or email. Additionally, its online resource center allows you to find answers to your questions about the system on your own.
"},"url":"https://simplisafe.com/","docType":"service","title":"SimpliSafe","thumbnail":{"path":"https://staging.business.com/images/rz/5e961ead7b4374120a8b4572/simplisafe.png"},"pricing":{"isCapped":false,"isFeatured":false,"primary":true,"selected":"affiliate","widgetId":null,"widget":null,"affiliate":{"cta":"Visit Site","link":"https://www.amazon.com","name":"Amazon"}}}},{"fullTitle":"Best Access Control System Overall","bullets":["Three service plan options","Phone, key card or fob options","Mobile app for remote management"],"isFeaturedBestPick":false,"isJumpLink":false,"tabTitle":"Best Overall","review":{"isReview":true,"adsense":false,"canonical":"https://staging.business.com/access-control-systems/kisi/","review":{"fullReview":"Kisi provides a flexible, modern system that works well for every type of business. With a wide range of employee access options, a mobile app for remote management and integration with other services, you can create the exact access control setup your business needs. For these reasons, Kisi is our choice as the best access control system overall.
\r\nKisi's access control system consists of four parts: mobile and card access, a wall reader, cloud management and the Kisi controller.
\r\nKisi's hardware is simple, with the following options:
\r\nOther options for control panels are available from LifeSafety Power, a third-party equipment provider.
\r\nThe software comes in three plan options, all of which include the Kisi management dashboard and mobile credentials. Licenses are set per user and per door on a monthly, yearly or multiyear basis. You'll need to contact Kisi for a personalized quote. Here is a breakdown of each plan:
\r\nKisi offers a 30-day trial for all of its plans. It does provide international shipping.
\r\nKisi provides several options for building access. Employees can use phones, key cards or fobs that work with a reader. You can even set the system to grant access using a temporary link sent to an employee's phone. Here's more of what Kisi offers:
\r\nWe like Kisi because it is a modern, flexible system that can be adjusted to suit many different business types and sizes. It is hosted in the cloud, which means maintenance and updates are simple and easy, and you don't have to worry about losing your data. Additionally, using the cloud means there is no need for local servers, and you can manage your system from anywhere.
\r\nKisi also has an open API, which allows it to integrate with many other products and software, including Okta, Cisco, Coworks, Azure and more.
\r\nKisi offers simple hardware options, so if you're looking for a highly customizable system with lots of hardware options, Kisi may not be the best system for you.
\r\nKisi offers exemplary support and resource options on its website, including product sheets of its access control systems and a community section where there are answers and topics relating to Kisi's access control systems. If you need to contact Kisi, the best way is by phone or email, as there is no live chat.
"},"url":"https://getkisi.com","docType":"service","title":"Kisi","thumbnail":{"path":"https://staging.business.com/images/rz/5ff4bfd97b4374c7458b4567/kisi.png"},"pricing":{"isCapped":false,"isFeatured":false,"primary":true,"selected":"widget","widgetId":"10056","widget":{"id":"10056","cta":"Compare Quotes","isExclusive":false},"affiliate":{"cta":"Visit Site","link":"https://getkisi.com","name":""}}}},{"fullTitle":"Best Low-Cost Access Control System","bullets":["Two software plans","Web browser interface","Proximity or keypad door readers"],"isFeaturedBestPick":false,"isJumpLink":true,"tabTitle":"Best Low-Cost System","review":{"isReview":true,"adsense":false,"canonical":"https://staging.business.com/reviews/isonas/","review":{"fullReview":"ISONAS provides Pure IP access control, which uses your existing network connection rather than depending on wiring and panels on each door. ISONAS also sells hardware to convert older systems into IP systems that are compatible with their access management software suite.
\r\nTo see all our recommendations for access control systems, see our best picks page.
\r\nFor the most accurate pricing according to your business and its needs, contact ISONAS directly for a quote.
\r\nISONAS sells its software and hardware products separately, so you have full control over what products you use in your business. Because ISONAS requires limited hardware and no software infrastructure, it's a budget-friendly system. It also has easy installation and web-based training that helps lower costs.
\r\nISONAS offers two software options: Pure Access Cloud and Pure Access Manager. Pure Access Cloud is available as a fully hosted version in the cloud or on-premises. The reader-controllers are preconfigured to the cloud and require a network connection onsite, which makes getting up and running simple.
\r\nPure Access Manager is the on-premise version of Pure Access and allows you to manage your access control from any device within your network.
\r\nFor hardware, you will at least need a reader, controller and credentials, whether physical, like key cards or fobs, or mobile, like an app. If your reader will be outside the building, consider buying a weatherproofing kit to protect it from the elements.
\r\nISONAS' biggest draw is that it offers minimal hardware and easy-to-use software that come with a cloud-based management system. This makes it easy for very small businesses to set it up and provide (and manage) access for their employees.
\r\nBecause ISONAS employs Pure IP access control, it is able to keep costs down by eliminating unnecessary hardware and installation.
\r\nISONAS offers door readers in two varieties: proximity card-only or keypad and card. There is no biometric reader or mobile phone option. The readers themselves are intelligent and store most of the data for the system, allowing them to make authentication decisions and open doors even if the network is down. ISONAS allows you to use third-party credentials with its system, but it offers its own proprietary credentials, including mobile, badge cards, cap tags, key fobs and thin cards.
\r\nHowever, ISONAS doesn't offer certain safety integrations that can be essential parts of a comprehensive access control system. For instance, a fire and hold-up alarm are missing. The system does give you the ability to immediately void credentials if an employee leaves the company or if any misuse is detected.
\r\nISONAS also allows third-party software manufacturers to use ISONAS hardware products.
\r\nYou access the system's report interface through a web browser on any device with an internet connection, including laptops, tablets and smartphones. The interface gives detailed reports on unlock times, credential usage and suspicious events. You can also set up an anti-passback system to require employees to use an exit reader, so you can see when they enter and leave. A separate video management system can be integrated with the IP system.
\r\nISONAS-Milestone (IMACX) is an integration that provides users with a single interface to control doors and manage alarms. IMACX is compatible with Pure Access Cloud and Manager.
\r\nWe received quick and informative customer service when we contacted this company. There is a support portal for customers with a login, but no live chat support. You can also submit a support ticket.
\r\nISONAS offers a variety of technical resources such as support documentation, videos and handy installation guides on its website to familiarize you with the various components of its system.
\r\nThere are several support and warranty options available depending on what components you purchase, including single-case support, annual support and extended hardware warranties.
\r\nEditor's note: Looking for an access control system for your business? Fill out the questionnaire below to have our vendor partners contact you about your needs.
"},"url":"https://www.isonas.com/","docType":"service","title":"ISONAS","thumbnail":{"path":"https://staging.business.com/images/rz/5ff4c22e7b4374f3458b4567/ISONAS.png"},"pricing":{"isCapped":false,"isFeatured":false,"primary":true,"selected":"widget-affiliate","widgetId":"10056","widget":{"id":"10056","cta":"Compare Quotes","isExclusive":false},"affiliate":{"cta":"Visit Site","link":"https://www.buyerzone.com","name":"BuyerZone"}}}},{"fullTitle":"Best for Businesses with Multiple Locations","bullets":["Three service plans","Fire/intrusion alarm integration","Intelligent door readers"],"isFeaturedBestPick":false,"isJumpLink":true,"tabTitle":"Best for Multilocation Businesses","review":{"isReview":true,"adsense":false,"canonical":"https://staging.business.com/reviews/vanderbilt-industries/","review":{"fullReview":"Vanderbilt offers high-quality hardware that more than meets industry standards for access control systems, with intelligent door readers and encrypted smart cards. Vanderbilt is our best pick for businesses with multiple doors because it offers access control systems that are easy to scale and have no limit on the number of supported doors.
\r\nVanderbilt's web-based solutions for small and midsize businesses, Lite Blue and Bright Blue, allow business owners to immediately lock down the facility with the push of a button.
\r\nFor small businesses, Vanderbilt's web-based solutions, Lite Blue and Bright Blue, allow business owners to immediately lock down the facility with the push of a button.
\r\nThe Lite Blue system monitors up to eight doors and can support up to 5,000 cardholders. For businesses wanting to add video surveillance to their system, Lite Blue can easily integrate with the company's video surveillance and recording equipment.
\r\nBright Blue is designed for midsize businesses. It too has the capacity to handle 5,000 card users, and the platform monitors up to 32 doors. You can access the interface on any internet-connected computer and view a full log of your employees' entry history. It has unlimited memory for storing these records. As with the Lite Blue system, you can add video surveillance and monitoring.
\r\nA third option, ACT365, is suited for businesses with multiple sites, such as retail shops, gyms and restaurants. It provides access control, as well as video recording and playback. The access control system uses PIN codes, cards and fob keys that allow employees to gain access to your building. It also easily integrates with video management and supports up to four cameras per unit.
\r\nVanderbilt also offers maintenance contracts for its system, but these services relate to software upgrades, health checks for your system and discounted training.
\r\nWith the reporting and administration interface, you can monitor employees' activities and set up notifications for any activity you deem suspicious. All of Vanderbilt's systems give you complete control over the security of your building. You can easily activate and deactivate access for employees and others. Vanderbilt's fire and intrusion alarms can also be tied into the system for more comprehensive coverage.
\r\nVanderbilt also offers a security management system that integrates your facility's access control technologies with your digital video and alarm monitoring systems to allow you to manage all of your security from a single platform.
\r\nWe contacted Vanderbilt Industries to evaluate its customer service. While representatives answered most of our questions, it took some time to get through to anyone with specialized knowledge beyond a sales pitch.
\r\nHowever, Vanderbilt Industries is a manufacturer that works with distributors and dealers. If you have a question or concern about your system, the best resource is your local dealer.
\r\nThe company does offer support resources for customers. There is live chat, and you can call the company's toll-free number or submit a request to be contacted on Vanderbilt's website. There is a calendar of training events on the website, but there isn't much documentation available. Again, the best bet for answering questions about your Vanderbilt access control system is likely the dealer from whom you purchased the system.
\r\nOctober 2020: Vanderbilt Industries has introduced Mobile Act ID, a cloud-based, zero-touch credential option that allows administrators to easily control access and authenticate users via the cloud. The credential seamlessly integrates with all of Vanderbilt's access control platforms and does not require extra subscriptions or fees. This feature allows users to quickly issue new credentials and to grant and restrict access to facilities.
\r\nEditor's note: Looking for an access control system for your business? Fill out the questionnaire below to have our vendor partners contact you about your needs.
"},"url":"https://usa.vanderbiltindustries.com/","docType":"service","title":"Vanderbilt Industries","thumbnail":{"path":"https://staging.business.com/images/rev/prod/ce/57698-siemens-box.jpg"},"pricing":{"isCapped":null,"isFeatured":false,"primary":false,"selected":"no-monetization","widgetId":"","widget":null,"affiliate":{"cta":null,"link":"https://usa.vanderbiltindustries.com/","name":null}}}},{"fullTitle":"Best Video Surveillance System ","bullets":["Customizable solutions","Card and PIN entry access","24/7 monitoring"],"isFeaturedBestPick":false,"isJumpLink":true,"tabTitle":"Best for Video Surveillance","review":{"isReview":true,"adsense":false,"canonical":"https://staging.business.com/access-control-systems/adt/review/","review":{"fullReview":"ADT offers significant customization options so you can design an access control system that works for your business. If you want to integrate access control with other security features, such as burglary and fire monitoring, video surveillance, and remote arm and disarm, ADT will work with you to customize a security solution to suit your needs. Such integration is the main reason ADT is our best pick for video surveillance. ADT is experienced in security and offers several customization options to make sure your business is covered.
\r\nTo see all our recommendations for access control systems, see our best picks page.
\r\nADT integrates access control with other security features for your business. If you want a very minimal system, ADT offers Business Basic that is just burglary and hold-up alarm monitoring, temperature monitoring and flood detection.
\r\nADT's other business security solutions fall under the Pulse for Business name. There is ADT Pulse Premise Control, which offers all of Business Basic's features plus others, like notifications sent to your phone, remote arm and disarm, remote access, and customized scheduling. Pulse's Enterprise View plan expands to include interactive video.
\r\nIf you want ADT's top-of-the-line system, Pulse Total Productivity secures and monitors your premises while also allowing you to control lights, appliances, and even the temperature of the building remotely. This is an especially useful feature for restaurants with cold storage or other businesses with appliances that are crucial to the company's operations.
\r\nWhile ADT is first and foremost a security company, we also assessed its access control products, which include door readers or keypad readers that require both physical credentials and a PIN code. Unfortunately, ADT does not offer biometric readers, nor does the system allow for mobile phone access for employees, which means that your employees are limited to using cards and PIN codes to access your facility.
\r\nADT also offers a two-way intercom. There is a single-door, audio-only solution where an employee or visitor can speak with the attendant. One version does not include a release mechanism to buzz in visitors or employees, but a second version does have this feature.
\r\nWith ADT, your business is under 24/7 monitoring, and emergency services are alerted whenever a break-in or fire alarm goes off, which is convenient and cost-effective because you don't have to pay additional employees or hire an outside service to monitor your security.
\r\nOne of the system's most attractive features is its mobile app. With it, you can control nearly every aspect of your business's security from your smartphone. The app allows you to lock and unlock doors remotely, so you can let employees in if they forget their credentials. If you opt for video surveillance, you can tap into a live video feed of your business to check on things. From the app, you can arm or disarm your alarm system, turn the lights on and off, and detect when doors are left open.
\r\nIf you opt for video surveillance, not only can you instantly view the current status of your facility, but you can program the system to record triggered events, such as when employees enter the building, when an alarm goes off or when your motion-sensor lights turn on outside. While ADT's system does allow for anti-passback, it's unfortunate not to have any integration with time and attendance software.
\r\nIf you're weighing the pros and cons of installing an access control system or upgrading your current security system to include access control, you can learn more about ADT's features and its Pulse security packages on the company's website. However, the best way to learn about the type of system you can create and what it will cost is to contact the company directly. ADT will work with you to create a system to suit your needs.
\r\nSupport is available 24/7, and our experience with ADT over the phone and through its live chat function on the website was positive overall. The company also offers onsite training and support videos on the website. The Better Business Bureau has given ADT an A+ rating.
\r\nEditor's note: Looking for an access control system for your business? Fill out the questionnaire below to have our vendor partners contact you about your needs.
"},"url":"https://www.adt.com/business/access-control","docType":"service","title":"ADT","thumbnail":{"path":"https://staging.business.com/images/rev/prod/ce/57694-adt-box.jpg"},"pricing":{"isCapped":false,"isFeatured":false,"primary":true,"selected":"affiliate-widget","widgetId":"10056","widget":{"id":"10056","cta":"Compare Quotes","isExclusive":false},"affiliate":{"cta":"Visit Site","link":"https://www.amazon.com","name":"Amazon"}}}}]}}},"related":{"relatedArticles":[{"title":"How to Create an Effective Survey","canonical":"https://www.business.com/articles/build-a-better-survey/","slug":"build-a-better-survey","thumbnail":"https://www.business.com/images/content/5d5/9a36d9c658ab24a8b4569/1500-0-","dek":"Don't spend hours building customer surveys that no one cares about. 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