Customer Support

How to Talk to Your Angriest Customers

“Feedback is great for telling you what you did wrong. It’s terrible at telling you what you should do next.”
~Evernote CEO Phil Libin

Harsh words are not always indicative of insight. Customer complaints are not always a sign that something is wrong.
Be that as it may, great feedback can be buried within the vitriol.
Support isn’t about always being right, it’s about always being willing to make it right.
Here are a few principles for doing just that.

Tactics To Deal with Angry Customers

  1. Identify who you are talking to
    The Meek Customer: Generally averse to talking to you. He/She doesn’t want to be a burden, or he/she doesn’t think you’ll care—either way, it’s your responsibility to inquire deeper to get to the heart of exactly what is wrong. The Aggressive Customer: Outspoken and not shy about letting you know what’s on his/her mind. Avoid mirroring this confrontational behavior, and instead react with firm politeness that is pleasant but not submissive—your team needs to be treated with respect, too.
    The High Roller: Perhaps your “enterprise” customer, who likely pays well and demands premium support for it. While no customer is fond of excuses, this customer disdains to hear them. Setting up a VIP Folder with Workflow is a simple way to cater to the high roller’s needs.
  2. Don’t be passive-aggressive
    Even when the customer is being unreasonable, apologize outright and ask how you might help resolve the issue. If you come across a lost cause, keep it friendly, keep it professional, and keep it moving.
  3. Use supportive questioning
    There is a fine line between following up and inadvertently swaying a customer to dwell upon his bad mood. Asking a customer a leading, negative question such as “Is there anything else wrong?” is asking for a negative outcome. Conversely, inquiring how you may be able to further assist shows that you are ready and willing to address anything else the customer needs.
  4. Time is of the essence
    Inbox zero often causes us to envisage an assembly line environment of productivity. The truth is that catching up to the queue grants you time for the most meaningful conversations. A quick reply will never go out of style. In the case of an unhappy customer, a speedy response goes from nice to necessary. Customers who are in a “pulling my hair out” situation want a resolution yesterday. Make responding to them a priority.
  5. Verify the resolution
    Have you ever submitted something through an online form, and after you hit submit there wasn’t a single confirmation on whether or not anything had happened? It’s incredibly frustrating. You want to be absolutely sure that the customer is clear on the resolution that occurred and that it met his or her needs.
  6. Treat customers with genuine respect
    Customers want to be treated with respect. The day you stop talking to them like regular people is the day you lose touch and relevance. After that, you start losing customers.
Customer Support

5 Reasons Why Customer Service is "The Most Important" For Any business

“Profit in business comes from repeat customers, customers that boast about your project or service, and that bring friends with them.”
-W. Edwards Deming

Businesses know that providing positive experiences for buyers can dramatically impact their growth.
But, often customer service takes a back seat to the daily demands of running a business.

Review five reasons why good customer service is important as featured in Entrepreneur magazine.

  1. Provides value – Great customer service programs should focus on treating customers well, answering questions, and exceeding their expectations. This approach helps businesses engage customers and build strong relationships.
  2. Retains customers – Keeping loyal customers is way less expensive than getting new ones. Research shows that it costs about six to seven times more to attract new customers than to retain existing business. Satisfied customers become devoted buyers when a business is trustworthy. Research shows there is a 60 to 70 percent likelihood that existing customers will return to make new purchases.
  3. Creates endorsements – Loyal customers provide positive endorsements and online reviews that can help businesses strengthen their brand. A loyal customer on average is 10 times more valuable than their first purchase. Research shows that people often make purchasing decisions based on recommendations from family and friends, rather than on advertising messages.
  4. Prevents business failure – About 96 percent of American businesses close their doors within 10 years. One of the contributing problems is poor customer service. Buyers become frustrated over small problems that are not addressed, such as unclear communication, slow follow up on questions, or ignored requests.
  5. Reduces employee turnover – Employees want to work for businesses that appreciate worker contributions, encourage new ideas, and treat customers fairly. When people work for an employer that provides excellent customer service, they are more engaged in their work and become an advocate for the business. They are more willing to stick with the company through business challenges and economic changes.

Bulk SMS Mumbai

If you are looking for Enterprise-grade service for bulk SMS Mumbai, you are at the right spot. Our physical presence in Malad West, guarantee you a personalized service and support.
SMSLANE, is in A2P messaging for more than 12 years and we are the best bulk SMS service provider in Mumbai. Mumbai has been our biggest customer base for bulk messaging.  Based on our experience, we can tell you for sure that, messaging is not just limited to promotions. It’s much more than that.
We always try to do value addition, by adding more call to action and client engagement features in messaging.
Our recent call to action messaging campaign for ICICI bank Debit Card was a great success because of our smart SMS feature.
Many real estate business houses in Mumbai have adopted out SMART sms plugin into their sms marketing campaign to connect recipients of sms in real time with their field Executives.
Mumbai is a big Market for bulk SMS, but very few companies provide real value for money. When the market is full of fake DLR Gateway, it becomes very difficult to choose the best bulk SMS service provider in Mumbai. Our online sms service in Mumbai, not only gives you correct DLR, but also ensures client engagement and better ROI.
SMSLANE recently done an interactive campaign for Godrej properties in Mumbai. Our focus towards innovation has made us the first choice for any corporate house.

Feel free to discuss your mobile marketing needs at 9979524323.


SMS Marketing guides

Top 5 SMS Marketing Use Case

This is the ERA of digitalization; more and more people give their business a digital touch and try every possible tech way to grow their business.
They are investing in new age Social media marketing, email marketing but the smart one never ignore SMS marketing.
No matter how much technology evolves; SMS marketing will never go out of the fashion.
The numbers of growing mobile market show that SMS marketing becomes more famous in coming future.

Below are Some best SMS marketing example:

Sales/Lead generation: With SMS marketing one can drive more traffic in sales funnel and crack more deals with fewer follow-ups. SMS is the only marketing channel that provides open rates up to 90%.
With such a type of response make SMS marketing more reliable and user-friendly when your message directly drops in your customer pocket.
Marketing Campaigns: In any product selling cycle; marketing is the main pillar. And as we all know people are becoming more tech savvy and becoming more technology friendly.
But in marketing, there is one phrase that says; to get more sales you need to Connect with “targeted customers”.
No matter which marketing channel one is using, to get sales one need to make Connect with targeted customers.
In email marketing and social media marketing, open rates and conversion is not
But, in SMS marketing you need to just get your targeted customer in your opt-in list and you are all set to get open-rates around 90% compared to 30% to 35% in email marketing.

Read also: SMS marketing vs. Email Marketing

Verification: SMS is widely used in a verification process. From banking sector to social media giants like facebook and twitter rely on SMS for their verification process.
Security is one of the most important concerns in verification process among service providers and consumers. SMS is the safest communication medium to send such sensitive data like OTP, account information or password.
Appointment/Reminder: For every organization; to deal with appointment task is very hectic and it often ends with miscommunication and misunderstanding. To complete this task with ease SMS is the best option.

Read Also: Benefits of SMS marketing

Short Surveys/Feedback: SMSs are the best and quick option when it comes to collect data or feedbacks. Feedback via SMS is the best practice for any business to get noticed in your customer’s eyes. This would also help to improve your service.
SMS is also a great and way to run a survey. This also helps to build a new customer base.
Sign up now on SMSlane and get started with SMS marketing.

SMS Marketing guides

Boost Online Sales with SMS marketing

Mobile marketing is evolving with the time. The smartphone market is booming, As per survey in end of 2019 mobile phone market will cross 810 million users.
According to the survey, an average person opens his phone more than 150 times a day.
This is the best time to enter into mobile marketing market.
SMS is all time favorite medium for a top-level marketer. They know the value of SMS and its ROI.
SMS is the only marketing medium that gives you highest CTR as compared to any other marketing medium.

Let’s see how E-commerce Sites can use SMS to increase sales revenue.

SMS marketing plus point is it can deliver more in few words. With just 160 characters you can deliver more and receive more.
Below I am sharing some key points, how one can use SMS marketing for an E-commerce site.
Send Reminders:  Reminder is the best way to engage with the customers it helps to get customer attention. You can send payment reminders,
Send New Offers: With 95% + open rates, SMS is an ideal way to promote your business. You can send your offers, new deals and coupons directly to the customer pocket.
Inform Customer: Many times customer want to buy something but at that time the item may be not available in stocks. You can inform those customers when the item back in stocks by sending simple follow up SMS.
Follow-up:   a survey held by Shopify revealed that 60%+ customer leave sites after adding items int the cart. To convert those people into sales you can send they follow up SMS to remind them to complete the buying process.

Also Read: Top 5 tips for better SMS Marketing

How SMS marketing help E-commerce business (benefits)

Customer base builder: By using simple opt-in SMS campaign you can generate more new leads and customer.
Better Analytics: technology is evolving very rapidly. At SMSLane we also upgrade our service and come up with many new features like Smart SMS that help to capture and analyze customer behavior, which can help you to run a more effective campaign.
Increase online sales: This whole process of sending an informational SMS to sending an offer, the final goal of this is to achieve more sales revenue. If you are doing everything perfectly then soon your sales graph will go upwards.
Feedback: Feedbacks are very important if you want to run a successful business. Your most unhappy customer is your best source of learning. And SMS can help you to get those learning by simply asking your customer.
Brand Building: Once you start SMS campaign your customer start recognizing you and next when your customer sees something about your product they will never ignore at first sight because now you are not unknown to them. With simple SMS you can build and grow your brand.

SMS templates for E-commerce

Order Confirmation: “Dear *customer name*, your item blue demine order is confirmed will be delivered by Thursday 7th 2018. – *ABC PVT LTD *”
Account Activation: Hello *customer name* Thank you for choosing us. We are happy to serve you. Please click this link to activate your account and get 30% off on your first order.
Account Recovery: “21321” is your account recovery OTP. Add this to account recovery page and recover your account.
Payment Confirmation: Dear *customer name* you order with ID 12313 has been successfully placed and payment is accepted. Your order will deliver to you by 3rd September 2018.
Seasonal offers: Diwali offer: – Buy 2 Kutras and get 1 absolutely free. HURRY UP OFFER END SOON. USE THIS COUPAON at check out: “DIWALI2018”

SMS Marketing guides

Top 5 tips for better SMS Marketing

SMS marketing is evolving in every industry now. Almost Every industry starts leveraging SMS marketing to grow their business.
SMS marketing provides the highest ROI in comparison to other marketing
But many marketers fail to get the best out of SMS marketing.
If you are facing the same issue then this article will help to improve your SMS campaign that defiantly boosts your business growth.

Below are the Top 5 SMS marketing tips:

1. Avoid miss-communication: This often happens when SMS Campaign contains unfocused content that leads customers into the dilemma whether a company is trustworthy or not. And your chance to convert those
2. Never use SPAM words: If your message contains full of fancy words like “COOL” “LOTTERY” or “YOU WON” then it will backfire your campaign. Choose your KEYWORD wisely in your messages.
3. Real-Time Offering: Whenever you offer something to your customers make sure your offer provides immediate value to your customer. Your promotional message should provide real-time offers. Immediate offer lead customers to take instant action.
For Example: “Text OFFER to 95577 to receive a unique offer for your next purchase.”
Read Also: 8 Benefits of using bulk SMS service
4. Don’t hide Yourself : Suppose you will get a promotional message from the unknown person, what will you do? You will ignore, Right?  Nobody like a promotional message from the unknown source, In SMS marketing you must include yourself and identify yourself so your customer recognize you and take some action on your message.
5. Make your consumer special: As you start gaining the trust of your customers and your customers starting connected with you then it will be the best time to give them something special to make them feel that they are part of something valuable. This type of practice will build more trust in customers.

SMS Marketing guides

[INFO-GRAPHIC] 4 SMS Marketing Ideas for Valentine's day

SMS Marketing Ideas for Valentine's day
SMS Marketing Ideas
SMS Marketing guides

5 Reason to use SMS marketing as your marketing TOOL

When it comes to market your product or promote your services there are so many options available in today’s time.
But not all marketing solution you can go with or not all marketing solution you can afford.
Like if you are a startup or running small business then maybe for your startup TV commercial is not the option.
In this post, you will find why SMS marketing is the best and what makes SMS marketing different than other marketing solution.
Below are the TOP 5 reasons; why one should use SMS marketing.

5 reasons: why you should use SMS marketing for your business.

Affordable: Like other marketing solution SMS marketing will not cost you big bucks. It is highly customizable. You can use SMS marketing as per your requirement and.
Provide high ROI:  As I said before SMS marketing is very affordable, one SMS will hardly cost you 8 paisa/sms. And the result you get in exchange for your investment is far better than other marketing solution. That is why SMS marketing is Top of the ROI chart.
User base builder:  Let’s say you just start your own restaurant and you don’t have any data to send SMS. With help of two-way messaging, you can ask People to opt into your campaign list.
For Example: Send “JOIN” to 62008 and get 20% discount on your first visit. HURRY OFFER END SOON.
Now when customer Send JOIN to your provided number you will get customer number and then you can contact back in future to send information or offers.

“Also Read: 8 Benefits of using bulk SMS service

Trackable: At SMSLane we are providing SMART SMS feature by that you can easily monitor your individual SMS and track down your report. That defiantly helps you with your future SMS campaign.
Easy to connect: In email and social media your user may have many accounts that make targeting bit hard but in SMS you can land up directly into your user pocket and as stats show every SMS sent read within 5 minutes.
Time-saving: Unlike every other marketing service SMS marketing does not require much resource and time. In SMS marketing you just need to write your campaign message within 160 characters and you are all ready to kick-start your campaign. You don’t need to design or make long email template instead you can say more with fewer words with SMS marketing.
To sum up:
SMS is relatively quick, easy and cost-effective to implement. If you are a small business or a big organization SMS marketing is perfect for both. If you want to market your product or just want to build your opt-in user list, SMS marketing is the best option you can go with.
Up to you: If you have any question-related SMS marketing You can contact us: we are happy to help you.

Don’t miss out the power of SMS marketing. SIGN UP now and start your CAMPAIGN today.

SMS Marketing guides

What Makes Bulk SMS a Great Marketing Tool

For any business, marketing is the main pillar of the company. And every company use different-different marketing tool and service to Market their businesses. But there is one marketing tool that is part of almost every business marketing plan that is BULK SMS service.

Bulk SMS service is more reliable and effective compared to any other marketing tools.


There are many advantages of using bulk SMS marketing tool but below i am sharing 5 main benefits of sms marketing that stand apart SMS service from other marketing services.

1. Reach More with SMS: There are more than 5 billion mobile users in 2017(source) and the number is increasing rapidly. That shows that you can reach more consumers with an SMS than any other tool.

2. Connect with Customer: With SMS Service to connect with your customer is easier now. SMS service allows you to send a personalized text to your customer. So, you can send your greeting message or ask for service feedback and you can also send them language based massages also.

3. Cost Effective & reliable: When it comes to market your business or promote your product, there are many platforms you can go with but when it comes to cost most of the marketing platform are a bit more expensive.

But, when it comes to SMS services it is not just affordable but effective & reliable also.

4. Easy & time saving: It is easy because you just need to add content & your customer number and hit send button that’s it you are done.

Watch how to send SMS from the internet with SMSLane.

And its time saving because you don’t have to create a long flyer or draft long newsletter; in SMS you have to just write important stuff about your product in 160 characters and you are all done to start your SMS marketing campaign.

5. High Open Rates: The best thing about SMS marketing is you will get high Open Rates. Research shows that 90% of all text messages are read within 3 minutes. With high open rates, you get high conversion rates.

This is all. NOW your turn

Tell me, are you using SMS as a marketing tool? If yes share your feedback in the comment box and if you are looking to start then check OUR PLAN here.

SMS Marketing guides

8 Benefits of using bulk SMS service

Bulk SMS is the best option available for small or big business to market their business with low cost. If you rae new to SMS marketing then this post will help you to encase your SMS marking knowledge and you also know about some of best bulk SMS benefits.

Below are the Top 8 Bulk SMS Benefits:

  1. High Open Rate:

With compare to other Marketing tools Bulk SMS Marketing has a very high open rate.
Almost every SMS sent is open within 10 minutes. Whereas the only fraction of Email sent is open by Email and most of them deliver into the spam box.

  1. High Conversion Rate:

With SMS you get a high amount of conversion rate compare to Any other marketing.
In this ERA, Where there are many messaging apps available in the market Still people prefer SMS to communication. And Especially B2C receives high conversion rate compared to other platforms.

  1. Inexpensive:

Bulk SMS Service is very budget friendly and economic compare to billboard, television or magazine advertising.

SEE SMSLane Pricing.

  1. Effortless:

Sending an SMS is not a rocket science and not requires any Ph.D. degree. Any person who has a mobile knows how to send SMS.
But, if you are looking for Sending bulk SMS to your customer then mobile is not a good choice.
You need something more reliable and more effective.
With SMSLane you can do it with ease and start your Bulk SMS Campaign.

  1. Easy reach:

Now a day’s even a simplest mobile phone has an SMS features.
People do not need any internet connection to access the SMS features( that is the best bulk SMS benefits it has very few dependency). That means you can reach more user with SMS than any other platform.

  1. Wide appeal:

More than 4.77 billion mobile users out there (this is a HUGE amount, isn’t it?)
People are very used to do with SMS than any other Things that is why they always prefer SMS communication.

  1. Speed:

In Email Marketing User have to Log in and need an internet connection to operate an Email and other advertising media demand HUGE money but in Bulk SMS service you do not only save money but you save time also.
Fact shows that more than 98% SMS sent are read within 10 minutes.

  1. Personalization:

SMS can be Personalization too.
If you want to send specific SMS based on Buyer’s last buying behavior or location-based or individually sculpted base.
With BULK SMS SERVICE you can achieve this level of rationalization other services might provide this feature but they Demand Huge money.
Want More Information: Contact us on- +91-9979524323 
And, Feel Free to Share your view in the comment box below.
Thank You.