Messaging (or texting) continues to rank as a top, if not the top, use for smartphones today. Brands and businesses rapidly adopted SMS to send one-way messages to their customers –it’s an effective channel in customer relationship management. SMS has become a must-have for businesses to send customers transactional information, like notifications, reminders, confirmations and PIN codes.
Brand and product managers are always looking for more ways to engage customers and get instant feedback; messaging is one way to do that. The prospects of messaging platforms like Viber and WhatsApp are promising, but they are currently fractured platforms. Brands are virtually guaranteed to reach their customers via SMS (and the industry has high expectations for RCS with Android’s 2 billion global users,) so taking SMS beyond transactional messaging has great potential.
Think, “What’s next?” And go beyond transactional SMS with two-way SMS
Using two-SMS to engage customers depends on what you want to accomplish with the messages. Think about the actions you want the recipients to make and what you need as input. It’s as simple as asking yourself (or your team,) “What’s next?” Then set up the optimal sequence.
Here’s an example: Imagine you’re a dental clinic that typically uses SMS to send appointment reminders. How can you take that further?
- Send an SMS with the appointment reminder, but what’s
next? Well, in that SMS ask the recipient to respond with “confirm” or “reschedule.”
- What’s next? If the recipient confirms, respond
with a, “Thanks, see you then!”
- If the recipient asks to reschedule, send the
patient some available times within the next week. You’ll save the revenue for
another date, even if the patient needed to cancel at the time.
- What’s next? Dental clinics usually see their
patients 1-2 times per year. Book the next appointment on the spot and use an
SMS to send them a notification the next day with a link to add it to their
You can use similar logic with restaurants. Say that you’re running a special during the week when it’s typically slow.
- Send your opted-in SMS list a notification with
the special and a link to your website.
- What’s next? Ask if they’d like to book a table.
- If recipients say yes, ask for the number of people
- Then send available times for the tables
- They respond and book a table.
The same SMS campaign thinking can be applied for retail, spas, hotels and nearly any customer service-oriented business.
Of course, it’ll take some programming logic on your business’s end, but you can utilize Messente’s API to make the API calls, and to send and receive SMS messages. To get started, contact us to get set up with a long number or short code to receive messages.
A bit of communication can go a long way with your customers.