In today’s digital world, customers expect fast, convenient, and personalised ways to communicate with businesses.
Messaging apps and SMS support have become essential channels for meeting these expectations, especially for UK businesses aiming to stay competitive and responsive. Offering these communication methods allows companies to engage customers where they are most comfortable, providing a seamless and efficient customer experience.
What Is Messaging Apps and SMS Support?
Messaging apps (such as WhatsApp, Facebook Messenger, and Apple Business Chat) and SMS enable customers to send text messages, images, videos, and other multimedia directly to businesses. Unlike traditional phone calls or emails, these channels offer real-time or near-real-time communication that is often asynchronous, meaning customers can send a message and respond at their convenience. This flexibility makes messaging an ideal solution for today’s busy consumers who prefer quick, informal, and accessible contact options.
Why Messaging Apps and SMS Support Matter for UK Businesses
Messaging apps and SMS have rapidly become preferred communication channels for many customers. Research shows that around 90% of customers want to interact with businesses via text, and SMS messages have an open rate of approximately 98%. This high engagement level means businesses can reach customers more effectively, reduce wait times, and resolve queries faster. Additionally, messaging supports multimedia sharing and personalised conversations, which help build stronger customer relationships and improve overall satisfaction.
Top 5 Benefits of Offering Messaging Apps and SMS Support
1. Customers Prefer Messaging
Most customers favour texting over phone calls for convenience and speed. Messaging apps and SMS allow them to communicate on their terms without interrupting their day.
2. Instant and Convenient Communication
These channels provide fast, direct responses that reduce frustration and improve the customer experience by eliminating long hold times or complicated phone menus.
3. High Engagement and Open Rates
SMS boasts a 98% open rate, ensuring your messages are seen and acted upon quickly, which is far higher than email engagement.
4. Cost-Effective and Efficient
Messaging enables agents to handle multiple conversations simultaneously, reducing operational costs and improving productivity. Automation tools can further streamline responses for common queries.
5. Universal Accessibility
SMS requires no internet connection or app downloads, making it accessible to all customers regardless of device or location, including those with limited connectivity.
How Lemon Contact Centre Can Support Your Messaging Needs
At Lemon Contact Centre, we specialise in customer service outsourcing and understand the vital role that messaging apps and SMS support play in today’s customer service landscape. Our UK-based, ISO-certified team delivers personalised, professional contact centre support across multiple messaging platforms, ensuring your customers receive timely and effective assistance.
We integrate seamlessly with your existing systems to provide a smooth customer journey and offer 24/7 support to maintain high service standards without the overheads of in-house staffing. Partnering with Lemon means gaining access to expert agents trained to manage messaging channels with professionalism and empathy, helping you build loyalty and grow your business.
Incorporating messaging apps and SMS into your customer service strategy is essential for meeting modern customer expectations. With Lemon Contact Centre’s expertise in customer service outsourcing, you can confidently offer these channels and deliver the fast, flexible support your customers demand. Contact us today to discover how we can help transform your customer communications.
