Unlocking The Power Of SMS Messaging Through Twilio

In today’s overcrowded eCommerce market, more and more businesses are looking for the fastest and most direct route to their customer base. SMS messaging is proving itself as an invaluable tool in this context.

It’s important to note, however, that to leverage the power of SMS messaging to promote increased engagement and profitability, it is essential to utilise it strategically. As an intelligent cloud-based communication platform, Twilio helps businesses to achieve this objective.

Before exploring this further, let’s first examine the ways that SMS messaging can both enhance business performance and improve the customer experience.

 

Why SMS messaging is a powerful business tool

 

SMS messaging has emerged as the standout means of direct communication with consumers. With a staggering 98% open rate – paired with the estimation that as of last year, 6.65 billion people owned a smartphone – it is clear that marketing through SMS is a wise move.

One of the main reasons businesses have begun to rely so heavily on SMS messaging is the speed of the platform. Nowadays, the ultimate measure of positive customer interaction boils down to speed; how quickly a transaction is completed, a complaint is addressed, a package is delivered…the list goes on.

SMS messaging facilitates the need for speed in many areas, satisfying a customer’s desire for convenience. It is an immediate mode of communication that allows customers to interact with a brand promptly and in the most convenient manner. As a result, it represents a highly promising avenue for driving sales.

From issuing promotional information and feedback surveys to customer discounts and shipping updates, SMS messaging serves an array of purposes. Aside from its high-functioning capabilities, it also saves companies time and money thanks to its efficiency and ability to reach customers en masse with little effort on the part of the business.

 

 

How SMS messaging enhances the customer (and contact centre agent) experience

 

One of the key reasons SMS messaging – or text blasts – is being increasingly incorporated into business communication models is the platform’s ability to enhance and improve the customer experience.

 

It improves contact centre performance while building customer trust

 

Building enduring trust relies on the ability to establish and fulfil exceptional commitments.

Cloud-based messaging, such as that offered through Twilio, offers a valuable feature of preserving customer text conversations, enabling businesses to engage with customers on a deeper and more personalised level. This allows for a knowledgeable approach to addressing their enquiries and responding appropriately.

By combining automated replies with human interaction, businesses can effectively uphold their commitments to individual customers while resolving their issues promptly, thereby fostering loyalty throughout the process.

 

It personalises the customer journey

 

The term “SMS messaging” has connotations of a one-size-fits-all approach, but in fact, it lends itself to creating a highly personalised customer experience.

At a basic level, considering the frequency with which people use their mobile devices, engaging customers through this channel allows access to customers instantly and wherever they might be. Initiating such direct contact by way of a dialogue that can be automated or tailored to specific scenarios, empowers a business to create opportunities for engaging potential buyers in meaningful exchanges.

Strategic SMS messaging, which considers both timing and frequency of messaging, also lends itself to a more tailored, personal approach.

 

 

SMS messaging improves customer satisfaction and eases pressure on contact centres

 

A call centre facing overwhelming volumes of queries can adopt call-deflection strategies by emphasising SMS channels as a primary customer communication tool.

For instance, when the call queue reaches a specific wait time, customers can be offered the choice to receive a callback or they can be sent an SMS guiding them to a website where they can conveniently schedule an appointment.

Likewise, a frustrated customer may become disenchanted with a brand after multiple unsuccessful attempts to address an unresolved issue through phone calls. Taking these factors into account, the benefits of incorporating SMS messaging into regular operations are unquestionable.

 

Take precision control over your SMS messaging with Twilio

 

Given the many undeniable business benefits to be harnessed from SMS messaging, it has earned its status as an integral tool to boost the customer experience. To extract the most from this digital tool, your company’s SMS messaging needs the power of Twilio.

There are plentiful benefits to choosing the Twilio platform to deploy your SMS messaging, including:

 

• A flexible and scalable pricing model
• Easy integration that is user-friendly and user-ready
• Multiple routes to a reliable global carrier network
• Powerful software features

 

As your Twilio consulting partner, Kaptea is best placed to provide seamless Twilio integration with your existing CRM.

We will ensure Twilio is up and running as quickly as possible and through our ongoing support and training, we will help you to revolutionise customer engagement with reliable SMS messaging.

Get in touch with us today to talk to one of our experts, and don’t forget to check out our blog and knowledge centre for the latest Twilio news and updates.