Commerce is all about relationships and relationships start with conversations. With 2-way SMS, companies don’t just talk to consumers, they talk with them. That builds engagement and connection. With a conversational thread flowing between brand and consumer, companies can quickly innovate and customize by changing tone and content to match the customer’s interest. With 2-way SMS, consumers easily share feedback, content, and opinions—which also makes them feel more valued. If conversations are automated with chatbots, brands do well if live chat takes over when questions become too complex.
Consumers today have multiple options to interact with companies, and they increasingly want to do it via chat—and on their timeframe. With 2-way SMS, consumers read the message and can respond when it works best for them. That might be right away or later. They’re engaged with the company without having to wait on hold for a call center agent.
Because the full history
of the conversation resides in the 2-way SMS chat, the company and the consumer know what transpired before. No more having to repeat the same information to yet another call center chatbot or live agent. This creates a more convenient and satisfying exchange.
Customer engagement is the emotional connection between customers and company. Gallup research shows that customers who are fully engaged represent a 23% premium in terms of share of wallet, profitability, revenue, and relationship growth over the average customer. With 2-way SMS chat, companies reach out, deliver their short message and then Bulk SMS Australia consumers can engage further when they want to. Companies aren’t interrupting consumers with unwanted phone calls at unwanted times, demanding attention. Because SMS messages are short, it only takes a few seconds for consumers to take in the information. Once they do, and if the information is on target, they are more likely to fully engage. This doesn’t happen with a phone call that is not listened to, or an email that isn’t opened.
Even as companies evolve
They must continue to add value to the customer journey. Content needs to be pertinent and appealing. Responses to customer responses need to drive the solution the customer seeks. Messages also AOB Directory need to be effective in 160 characters. Also, companies should test approaches several times and use analytics to gather feedback so messages can be more tailored. The end result of a successful 2-way SMS campaign is improved customer relations and sales.
Consumer expectations are driving modern commerce activities. As consumers move more and more to chat, companies need to meet them there—or risk losing them to competitors who do.
