Use these tips to improve your customer experience and the tools you need to do it.
Mobile marketing is a great tool to provide your audiences with an excellent experience and improve your customer care. By taking the time to learn about your customers and provide them with the communication they need, you can easily enhance the relationship you have with your audiences.
Doing this will help you create more effective mobile marketing campaigns that result in higher engagement and conversion rates.
Creating campaigns with a customer-first mindset is where it all starts. You need to find the things that matter to your audiences and then create experiences that will meet their needs.
In this article, we’ll provide you with some different things you can do to provide your subscribers with the best customer care possible. Then we’ll take a look at ten mobile marketing platforms that can help make managing your campaigns even more effortless.
Putting both of these things together will create a highly effective mobile marketing strategy that will keep your audiences engaged and coming back for more.
Are you looking to jump ahead to the platform reviews? Here’s a quick look at the tools we’ll cover:
- Listrak
- Birdeye
- Mobile Studio
- MoEngage
- Pyze
- Adobe Campaign
- Kochava
- Oracle Responsys
- ADA
- Attentive
Ensure You’re Following the Rules
First and foremost, to provide your customers with the best care possible, you need to adhere to the rules and regulations of mobile marketing. If a customer has decided to provide you with their information, you need to handle it with care and manage it properly.
People are very concerned with how and where their personal data is shared and used. If you don’t follow the rules set by the various governing organizations or abuse the channels, people will choose to unsubscribe and stop trusting your brand in the future.
Whether it’s your mobile app, emails, or SMS messaging, you need to let your customers know upfront what they can expect from subscribing to your content. If a customer thinks that you’re taking advantage of their personal data, they’ll choose to opt-out of your communication.
There are a number of things you need to do to stay compliant when it comes to mobile marketing, but here are just a few highlights of what you’ll want to make sure you’re actively doing:
- Tell customers who you are and what you’re contacting them about
- Gain express written consent to send them marketing messages
- Always provide an option for them to opt-out of your messages
- Remove contacts from your list if they do choose to opt-out
- Only send messages during regular hours and take timezones into consideration
- Don’t bombard your subscribers with too many emails and be upfront about what frequency they should expect
Appropriately managing customer data and staying compliant with all mobile marketing rules and regulations will not only improve the customer experience but keep you from receiving hefty fines. It’s best to keep these things top of mind when growing your subscriber list and building out your mobile marketing campaigns.
Send Reminder Messages
While this might not be relevant to every business model, sending reminder messages can be an extremely effective way to create a positive experience for your audiences.
Think about it in your own life. How often have you scheduled an appointment a few months in advance and then completely forgot about it? It’s probably happened more times than you’d like to admit, and those little reminders might be all you needed to make that appointment.
Appointment reminders are a great way to remind customers about an upcoming event but can also be used to provide additional information and create two-way conversations. This can save you time and money down the road and improve the customer’s experience.
Having the ability to send a friendly reminder allows for the person to plan ahead and make their appointment without having the inconvenience of having to reschedule it last minute. It also provides them with an easy avenue to respond back and let the office know if they have a conflict.
For businesses like doctor’s offices and salons, having the ability to send reminder messages to customers a few days prior to their appointment can reduce the number of no-shows — this will, in turn, decrease lost revenue.
If reminder messages sound like something that could benefit your business, here are a few best practices you’ll want to know:
- Time your messages appropriately, generally between 24 and 72 hours prior to the appointment
- Figure out the ideal frequency for your audience — do you only send one reminder or multiple over a period of time
- Customize each message for each customer and communication path
- Lead with the important details and get right to the point, these aren’t meant to be marketing campaigns
Appointment reminders are an excellent opportunity for businesses that provide a service. In fact, 83% of consumers have stated that they would like to receive appointment reminders via text, but only 20% of businesses send them.
This means it’s a great opportunity to provide your customers with valuable communication that they want and help your business capture the appropriate revenue. It can be costly to have no shows or customers arriving late and setting your entire day back.
Increase Security With Real-Time Alerts
Another great opportunity for improving your mobile marketing current customer care is to send security alerts such as unusual logins, password resets, and more.
Letting your customers know about unusual spending or strange account logins provides them with an additional layer of safety. It lets them know you’re keeping an eye out for them, but also alerts them about any strange activity before it’s too late.
We’ve already touched on it a little, but your customers are very concerned about where their data is shared and how it is used — and with good reason.
Many of the apps and communications that people have with businesses include some sort of personal information. Whether it’s as simple as the password that you use across multiple channels or something much more sensitive like your bank account numbers, it could all be compromised through a cyber attack.
When you consider that in 2018, 90% of financial institutions reported being targeted by malware, it’s easy to put into perspective how important mobile security is and how quickly a customer’s data could land in the wrong hands.
By providing your customers with real-time security alerts, you’re actively keeping them up-to-date and alerting them to any suspicious activity right away. This could be the difference between catching a potential issue and finding out someone stole thousands of dollars from your bank account.
Here are a few examples of how you can use security alerts that you can send to your customers:
- Suspicious account logins
- Password reset messages
- Fraud alerts
- Two-way authentication steps
Adding an increased level of security will build stronger relationships with your customers and help keep their personal data safe from potential threats.
Know What Your Customers are Interested in
Understanding who your customers are and what content they’re interested in will provide them with a much better experience. Personalization is one of the most important elements when it comes to mobile marketing, and your customers expect that you’re creating personalized content for them.
Taking the time to get to know your customers and create personalized experiences will not only improve their experience, but it can also have a big impact on the profitability of your business.
Personalization is a key element in creating marketing messages that convert and directly impact business profitability. It’s something that cannot be ignored and can have a big impact on how your customers view your brand.
In fact, 71% of consumers feel frustrated when a shopping experience is impersonal. This means that you need to make sure you’re actively working to better understand each of your customers at a more personalized level and use that insight to send them relevant messages.
There are a variety of different ways that you can increase personalization in your mobile marketing efforts, such as:
- Send out surveys to ask the customer about their interests and document that data
- Track customer purchases and behaviors to understand what products and categories they’re interested in
- Segment audiences into similar groups to learn more about their interest as a whole
The better you understand your customers and what their wants and needs are, the more positive experience they’ll have with your brand. Over time focusing on learning who your audiences are and integrating personalization into each interaction will build loyal customers and high-performing marketing campaigns.
10 Platforms to Help You Make the Most of Your Mobile Marketing List
Another way to set yourself up for success is to use a mobile marketing platform to manage your campaigns. These tools will allow you to easily create, send, and manage all of your mobile marketing efforts from one central location.
This allows you to build comprehensive customer experiences that can span a number of touchpoints throughout their journey. While it can be done without a centralized platform, it will be much easier and you’ll have a variety of additional tools at your hand with one.
In this section, we’ll take a look at ten different platforms that can help you improve your customer interactions, leading to a more positive experience and improving customer care.
1. Listrak
With a platform like Listrak, you’ll be able to easily manage all of your mobile marketing campaigns, subscribers, and tap into their advanced knowledge of AI, machine learning, and predictive analytics. This tool has everything you need to reach the customers you’re looking for and continue to grow your business.
When it comes to improving the customer experience with your mobile marketing, it all comes down to data. The more you know about your customers and how they interact with your brand, the better content you can send them.
Platform capabilities you’ll want to know:
- Manage multiple channels in one central location including SMS and MMS messaging, mobile push notifications, email, and more
- Gain a full 360 profile of your customers to provide them with more relevant and personalized experiences
- Increase customer engagement and provide better service with behavioral-based triggered messages that are sent at the most opportune moment
- Use predictive marketing technology to learn and anticipate what your customers will need next and provide it to them before they even know it’s a need
Here’s what their customers are saying:
“I’ve been very impressed with the speed of innovation and continual investment in the Listrak platform. The tool itself is powerful and the people we work with go above and beyond to make us feel supported. Since working with Listrak we’ve seen a 475% improvement in email revenue.” — Listrak Customer Testimonial
Pricing: Pricing for this platform is based on business needs and you’ll need to speak with a representative to receive a quote.
2. Birdeye
Birdeye is a marketing automation platform that is a great solution for businesses of all sizes. WIth plan designed for both enterprise and small businesses — this tool will provide you with the resources you need to create successful mobile marketing campaigns.
Provide your customers with a great experience, no matter what interactions they have with your brand. From booking appointments to gathering valuable feedback through surveys and reviews — Birdeye can help you manage it all.
Platform capabilities you’ll want to know:
- Be available to your customers and provide them with instant responses through various channels including text, live chat, video chat, and more
- Interact with your customers and learn more about their personal preferences through surveys and direct feedback insights
- Manage all of your customer interactions from one inbox to ensure you never miss an opportunity to engage with your audiences
- Easily integrate your Birdeye with the other apps and CRMs you’re currently using to make the most out of your data
Here’s what their customers are saying:
“With Birdseye Webchat, we’ve received over 1,400 leads. Webchat and business texting have become an essential part of our day-to-day business.” — Birdeye Customer Testimonial
Pricing: There are three plan options available including the Standard plan, the Professional plan, and the Premium plan but you must speak with a representative to identify the exact pricing.
3. Mobile Studio
The Mobile Studio platform is Salesforce’s mobile messaging platform. This tool allows you to engage with your audiences via text message while also tapping into the data you already have in your Salesforce account.
Easily create and send SMS and MMS text messages to your audiences with the help of the Mobile Studio. Whether you’re using it to send reminder messages or promote an upcoming sale, this platform can make it easy.
Platform capabilities you’ll want to know:
- Create, send, and manage your mobile messages and campaigns from one central platform that is connected to all of your customer data
- Send alert push notifications to keep your customers in the know and bring them back to your mobile app in the process
- Use customer data and behaviors to create relevant and personalized messages that are sent to each customer at the right moment
- Turn mobile messages into two-way conversations to improve customer service and better serve your subscribers
Here’s what their customers are saying:
“Salesforce has given us real confidence that the data of our valued customers is respected.” — Salesforce Customer Testimonial
Pricing: There are multiple different plan options available that span various business needs. The email, mobile, and web marketing plans include the Basic plan starting at $400 per month, the Pro plan starting at $1,250 per month, the Corporate plan starting at $3,750 per month, and the Enterprise plan that is customized based on business needs.
4. MoEngage
MoEngage is an insights-led customer engagement platform that is designed to help businesses improve the customer experience and create customer-centric mobile marketing campaigns. With this tool, you can improve your customer care and make managing your mobile marketing strategy easy.
Connect with your customers across various mobile marketing platforms such as push notifications, email, SMS, and more. Having the ability to reach your customers on the channel they’re most active on will create a better experience and more successful outcome.
Platform capabilities you’ll want to know:
- Engage with your audiences across the entire customer journey from onboarding to retention and everything in between
- Better understand your customers and pull out relevant data points that can help improve the customer experience
- Create personalized one-to-one experiences for each customer to improve the relevancy of each interaction and better understand their needs
- Integrate smart SMS messaging into your omnichannel marketing plan and drive even more engagement and revenue growth
Here’s what their customers are saying:
“We had a unique challenge of providing real-time, hyper-local, and personalized weather alerts to our users and MoEngage has proved to be an asset in automating our efforts at scale.” — MoEngage Customer Testimonial
Pricing: There are three plan options available including the Starter Plan, the Growth Plan, and the Enterprise plan. You’ll need to speak with a representative to better understand pricing and which plan is best for your business needs.
5. Pyze
Pyze is a business productivity platform that can help you streamline customer engagements and optimize your workflow and process. This will allow you to provide your customers with better user experiences and increase campaign success rates.
Keep track of how your campaigns are performing with easy-to-use analytics dashboards. See exactly how many customers interacted with your content and find ways to make the most out of every touchpoint.
Platform capabilities you’ll want to know:
- Tap into engagement tools that help to enable effective real-time communication with your customers through segmentation and user actions
- Create and send automated campaigns that move users through a personalized journey based on their personal data
- Use behavioral intelligence to develop deep relationships with your customers across various platforms
- Make segmentation easier with automation and use real-time data insights to keep segments relevant and up-to-date
Here’s what their customers are saying:
“Pyze gives our customers real visibility across web, mobile and physical work kiosks to make faster and better decisions.” — Pyze Customer Testimonial
Pricing: Pricing for this platform is based on business needs and you’ll need to speak with a representative to learn more about pricing options.
6. Adobe Campaign
Adobe Campaign is a cross-channel marketing platform that allows you to create positive customer experiences across multiple channels. With this tool, you can easily manage all of your mobile marketing campaigns and more.
Manage all of your campaigns from one location and track the performance of each message. This will provide you with the insights you need to keep improving and creating messages that your customers want.
Platform capabilities you’ll want to know:
- Create a personalized mobile marketing experience that sends each customer the messages that are most relevant to their needs
- Manage workflows from one central location to improve the speed and scale of mobile campaigns
- See the full picture with customer data management tools that provide you with the insights you need to create effective campaigns
- Easily integrate SMS into your strategy and create triggered messages that are sent to your subscribers based on real-time interactions
Here’s what their customers are saying:
“We’ve really gone all-in on Adobe, and it’s helped us in a multitude of areas to operate, optimize, and personalize the website. So it’s a great partnership.” — Adobe Customer Testimonial
Pricing: Pricing for this platform is based on business needs and you’ll need to speak with a representative to learn more about pricing options.
7. Kochava
Kochava is a mobile marketing platform that will allow you to easily understand customer data, drive business revenue, and see a holistic view of how your customers are engaging with your content. From better understanding the subscriber lifecycle to creating cross-channel marketing experiences, this platform has the tools you need.
Create full-funnel marketing campaigns that reach your audiences on the right device at the right time. With a platform like this to manage your campaigns, you can gain valuable insights and put that information to work for future campaigns.
Platform capabilities you’ll want to know:
- Increase user engagement by understanding who your customers are, predicting churn and uninstallations, and improving targeting
- Track and manage app subscription to better understand what the subscription lifecycle looks like
- Leverage machine-learning algorithms to keep your customer data safe by detecting and preventing fraud
- Gain a holistic view of your mobile marketing campaigns from the moment you send a message out to when a customer completes a purchase
Here’s what their customers are saying:
“Kochava is one of my favorite partners to work with. It’s hard to imagine life without that tool and product.” — Kochava Customer Testimonial
Pricing: There are multiple plan options with this platform including the Free plan, the Foundation plan costing $100 per month, and the Enterprise plan starting at $100 per month. There are additional add ons available if you need more services for your business.
8. Oracle Responsys
This platform is designed to help businesses build relevant digital marketing campaigns. Oracle Responsys provides you with the ability to tap into customer insights, advanced data science, and build customized campaign workflows.
When it comes to cross-channel marketing campaigns, you need to have a tool that can help you map out the experience. The Oracle Responsys platform does just this and will allow you to take your marketing campaigns to the next level.
Platform capabilities you’ll want to know:
- Easily adjust active marketing campaigns to quickly respond to unexpected marketing changes to keep messages relevant
- Use intelligent workflows to make launching campaigns fast and simple
- Tap into real-time customer data to add personalization and make each message relevant to that customer’s needs
- Better understand who your customers are with advanced data science that helps you optimize campaigns
Here’s what their customers are saying:
“Oracle Marketing Cloud delivers a flexible solution for bridging the three key components of our marketing process—managing and understanding our audiences, communicating and listening for growth and innovation, and measuring for continuous improvement. And, we do all of this from a single, cloud-based platform.” — Oracle Customer Testimonial
Pricing: Pricing for this platform is customized and based on business needs. You’ll need to speak with a representative for exact pricing.
9. ADA
ADA is a mobile marketing platform created specifically for marketing and media agencies. It has all of the tools needed to create, manage, and report on all of the mobile marketing needs any business will need.
Easily create and send messages that catch a reader’s attention and convert without having to understand the intricate details of web coding and design.. Whether you’re communicating via email, in-app notifications, or SMS, you can do it all with the ADA platform.
Platform capabilities you’ll want to know:
- Mobile lead generation capabilities that will help you develop an effective strategy for acquiring new contacts
- Automate many of your mobile marketing efforts to take the heavy lifting off of your teams
- Track and understand customer interactions through campaign monitoring to see the full customer journey
- Nurture leads across mobile channels to move them towards making a purchase and becoming a loyal customer
Here’s what their customers are saying:
“ADA offers an easy and intuitive way to manage mobile marketing campaigns. You do not need to be an expert to create and run campaigns, but the platform’s capabilities are sufficient for even the most complex needs.” — ADA Customer Testimonial
Pricing: Pricing for this platform is customized and based on business needs. You’ll need to speak with a representative for exact pricing.
10. Attentive
The Attentive platform is a comprehensive text message marketing tool designed to help businesses increase revenue and engagement. From gathering important customer data to creating full-scale cross-channel marketing campaigns — Attentive can help you achieve your goals.
With the Attentive platform, you can do everything from creating a message to tracking campaign metrics all in one location. With a tool like this, you can send professional, branded messages with ease.
Platform capabilities you’ll want to know:
- Gather first-party data to better understand who your customers are and create personalized messages
- Create a cross-channel experience that increases your chances of revenue and engages audiences across various platforms
- Ensure SMS marketing campaigns you’re sending are compliant and meet all necessary regulations
- Identify and send timely messages that are personalized and relevant to each user who receives them
Here’s what their customers are saying:
“SMS subscribers are extremely engaged—it’s now the number one marketing channel that we default to if we want to get in front of customers quickly and drive sales in a short window of time.” — Attentive Customer Testimonial
Pricing: Pricing for this platform is customized and based on business needs. You’ll need to speak with a representative for exact pricing.
Provide Your Customers with an Unforgettable Customer Care Experience
Customer care should be one of your top priorities.
If you’re not actively thinking about new ways to improve the experience your audiences have with your brand, you’re likely not building campaigns with a customer-centric viewpoint. While you may still see success, there is a world of opportunity when it comes to improving customer interactions and care.
Using the tips in this article will help you start to move towards a positive customer experience and provide them with the insights they want and need. Then, you can take your efforts a step further by investing in a mobile marketing platform to manage all of your needs.
By taking steps towards becoming more customer-centric and putting an emphasis on the customer care aspect, you’ll be well on your way to producing highly effective mobile marketing campaigns.
