Text messaging (SMS) has incredible engagement and response rates, making it one of the most effective channels for businesses to connect with customers. With users opening 98% of SMS texts received and 90% of those within just three minutes, SMS is in a class of its own.
Given the massive engagement and reach, it’s no wonder so many leading brands leverage SMS to create deeper connections with customers.
How Businesses Use Text Messaging
Welcome and Onboarding: SMS is a direct and personal way to make a great first impression and deliver a warm welcome. Onboarding with SMS also helps brands learn more about customer needs, educate them and lead them to the next steps in the process.
Transactional Messaging: Delivering transactional details via SMS helps ensure messages are useful and visible for customers. Examples include order confirmations or alerts about account activities, appointments, flight changes, reservations, shipping and payments due.
Promotions & Campaigns: SMS is a powerful channel for sparking action and results with personalized promotional messages such as sale alerts, upsell opportunities or partner promotions.
Customer Support: SMS is also used for delivering great customer service to today’s increasingly mobile consumers. Brands often use SMS keywords like HELP or SUPPORT to help customers easily connect with an agent or find information.
Churn Prevention: You don’t need an app to receive SMS. That makes text messaging ideal for reaching customers who don’t have your app, helping re-engage customers who are inactive on other channels, or reaching those at-risk of churn.
Multimedia Messages: Adding a visual touch to text messages can make a big difference. MMS allows brands to add images or animated GIFs, as well as longer text. Industry stats indicate an increased click-through rate of 15% when using an MMS message.
Multi-Channel Engagement Strategies: Coordinating SMS with email, push notifications and mobile wallet passes can increase the reach and effectiveness of any campaign or promotion. Our revolutionary solution Airship Journeys make it easier than ever to orchestrate seamless customer journeys that drive deeper engagement — and exponential growth.
To learn more about can Airship can help power your SMS strategy, get in touch! And be sure to check out some of these great SMS resources:
- SMS Playbook
- SMS Regulatory Compliance: What You Need to Know About Text Messaging
- Level Up Your SMS Engagement with Retargeting and Customer Context
- What You Need to Know to Create a Global SMS Strategy
- Get the Timing Just Right with Automation For SMS and Email
- Why SMS Should Be a Strong Focus in Your Customer Engagement
- How to Personalize SMS and Email Messages with Dynamic Content
- How You Can Use SMS Keywords and MMS to Drive Customer Engagement
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