Proactive Customer Support

An online eCommerce marketplace uses SMS to proactively send customers updates. The table shows a sample framework, assessing the potential impact of a business using SMS for proactive notices.Example:An eCommerce site would like to reduce calls and tickets to support agents during their monthly routine platform maintenance. Using SMS, the company set up an automated workflow which allows customers to submit short replies and have their question answered instantaneously.Get started with these:

5 Text Message Templates of Successful B2C Companies (With Data)

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Number of customers	400,000
Number of monthly customer support calls	50,000

% of customer support calls that could've been handled using automated SMS	14%
Total monthly support requests that could've been handled using automated SMS	7,000
Average cost related to a support request	$7
Average monthly total cost of support requests	$49,000

Average cost of an automated SMS workflow	$3
Average total monthly cost of automated SMS workflows	$21,000
Total cost savings from proactive, automated SMS	$28,000

Cost per SMS	$0.015
Total monthly SMS cost	$6,000

Net savings in a month	$22,000
Cost savings for every $1 spent on SMS	$3.67