The benefits of SMS communication

Findings of a global study by SAP revealed that most consumers consider SMS to be a quick and convenient way for brands to communicate with them, with 81 percent preferring SMS to a mobile app for brand communications. In answer to why, consumers felt that SMS was a quicker (67%) and more convenient (56%) communication channel for brands.

In addition, 70 percent of participants said that SMS is a good way for a company to get their attention and 64 percent believe organisations should use SMS based engagement more often. Almost three-quarters believe it was frustrating to conduct different conversations across different apps and preferred messages to be all in one place.

Here are some brands that are successfully using an SMS service to maintain a smooth and enjoyable customer experience.

Amazon

When customers agree to receive tracking updates through Amazon Shipment Updates via text, they will receive text messages when their package is shipped, out for delivery and delivered.

Uber

Uber added a new SMS feature earlier this year in its service of booking a taxi on the go. Now whenever a customer books a ride, they will receive an instant message that their cab is booked and the details about the driver including name and number plate of the car.

British Airways

The text service from British Airways is available for UK registered mobile phones, allowing customers to receive up-to-the-minute flight information for yesterday, today and the next five days, direct to their mobile.

Why SMS?

Approximately 90 percent of SMS messages are read within the first three minutes of delivery. This messaging channel should be used to deliver business-critical information to provide a superior user experience to customers.

Sending an SMS when a delivery is arriving or when an item is ready for collection, keeps customers in the loop and allows them to feel more at ease.

Aside from important contextual information, SMS can be used to enable a two-way communication between companies and their users in a comfortable and hassle free environment. By providing a communication channel that is familiar to users, companies can engage with their customers on their terms.

The information included herein is distributed for informational use only; it does not constitute legal advice and should not be taken as such.  All clients are responsible for meeting legal requirements and other rules that apply to their messaging programs.  Consultation with legal counsel is strongly recommended.

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