24 August 2020

Integrating SMS A2P into CX Strategy

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With more than 15 million texts sent per minute adding up to a total of 8 trillion annually, it is no doubt that SMS is one of the most popular ways to communicate today. In terms of easily accessible customer engagement, SMS is unchallenged. Based on recent research by Text Magic, about 65% of the world population is now able to send and receive messages, and the number is expected to grow to 78% by the year of 2025. Having an open rate of 98%, in which 90% of them are read within three minutes after receiving them, SMS will definitely help businesses exceed the customers expectations and provide a great CX for every single one of them.


Empower your customers and let them control the engagement

One of the key reasons why SMS is a fantastic channel for delivering a great CX is because it is quick, easy, and accessible by every mobile phone on this planet. Not only that, it can help you reach your customers in the most convenient way, SMS can also empower your customers by offering a two-way interaction with your company and let them control the engagement. One of the key takeaways from the 2019 Loyalty Barometer study is that 61% of customers think that surprise offers or gifts for being a customer are the best ways to engage them and earn their loyalty. You can use text to offer your customers SMS-specific discounts or provide an exclusive reward program in an easy-to-access channel that doesn’t require them to log in to their account or email. Recent study by Forbes confirmed that 70% of customers agree that using SMS is a good way for an organization to get attention from the customers.


Keep your customers in the loop and give them a timely heads-up

SMS is a great tool for automated reminders and notifications. Based on a study by Salesforce, 91% of users who opted-in to receive text from a company see those messages as somewhat or very useful. SMS can help you keep your customers in the loop in every stage of the transaction and ordering process. You can use this technology to send personalized alerts and reminders about product availability, shipping information and purchase history. Not only that, you can also use SMS to send early notifications about sales that have not yet been advertised to make them feel special.


Listen to the voice of the customers and amplify their messages

As part of a successful CX is to get feedback about your products and services from your customers. Effective customer engagement requires making your customers as an integral part of your business and not just seeing them as a means of revenue generation. Based on a study by Label Insight, 73% of customers say that they are willing to pay more for a company that promises more transparency. You can leverage SMS to drive open communications with customers through polling or an ongoing Q&A channel. Not only that, SMS can also be used to provide a better service and support. A report from eWeek mentioned that 50% of customers would rather text a customer support agent instead of using other available options.


Keeping customers happy and loyal is the key to great CX strategies. Investing in A2P SMS Indonesia, you can make things easier for your customers, and therefore increasing sales and raising brand awareness. SMS can be integrated in all aspects of the business interaction. And most importantly, it can give you the flexibility and scalability you need to interact with customers in an immediate and timely manner.


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