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Be where they are: The four channels your customers actually want you in
Every brand says it is "customer-centric." Far fewer can answer a simpler question. When your customer wants to hear from you, are you in the place they would actually look?
RCS is a rising star among the messaging channels. It combines the reliability of the SMS network with the added benefits of rich media and other modern messaging features. Its only hiccup was reach - iOS didn't support RCS. Until now.
WhatsApp and Facebook Messenger are both established messaging channels for customer engagement. But what are the differences? Which advantages does each channel have for what business use case? Let's dive into the details
One might assume that SMS has lost relevance in an era dominated by popular messaging channels such as WhatsApp and Instagram. However, regarding Black Friday, one of the most anticipated shopping events of the year, SMS remains as essential as ever. While consumers are bombarded with emails, push notifications, and social media advertisements, the humble SMS message, with its 98% open rate, often cuts through the noise and connects businesses with eager shoppers.
Safeguarding company data against security threats should be at the top of the priorities list for every modern company. Especially since A2P, or application-to-person messaging fraud, is on the rise. Read about the different types of A2P fraud and the steps you can take to avoid becoming the next victim.
Even the most easy-going among us can get a bit nervous if we need clarification on what's going on with our order. We've all been there, combing through our emails from the past month, searching for payment confirmation, or fretting about whether our product has accidentally been shipped three-quarters of the way around the world to an unknown location, never to be seen again.
Picture the scene as a customer: we've made the decision that we're going to buy something and we've added it to the cart, but for whatever reason, we don't follow through with the transaction. Sometimes we forget that we've added items to the cart; other times the phone rings just as we're about to click pay and we forget about it. On other occasions, we see something at the last minute that we don't like the look of that makes us think twice about buying.
Customer messaging doesn’t have to be one-way. With two-way messaging, marketing becomes a conversation rather than a broadcast. When you can communicate with customers as equals, you can fully understand what they want from your brand, and that’s about as valuable as data gets.
Telecoms have long been at the cutting edge of communication technology. And through these technological advancements, industry leaders can also bolster customer support. Enter SMS in telecom industry businesses, an integration that greatly improves the customer experience.
In an age of mass marketing, as well as constant TV, internet, and email advertising, it’s safe to say that sales periods can be something of an overwhelming experience for consumers around the world. Inundated with information from companies, people could be forgiven for wanting to switch off their phones, radios, and televisions and ignore all forms of marketing until the sales period is all over. As an eCommerce owner, you should always be looking to avoid this by diversifying your marketing strategy in a way that suits your customer's needs.
Today’s consumers expect easy and convenient communication with businesses. That means your business needs to be easy to engage with and reach when your customers need you. Being present on the right communication channels can make or break the customer experience.
When it comes to business messaging and message delivery - SMS works brilliantly. It’s the most accessible channel people still use every day, and it’s unlikely to go away any time soon. And that’s why SMS is used by most businesses, big and small, to communicate with their customers whenever they want and wherever they are.
In Part 2 of our "Modern Business Text Messaging" blog series, we uncover Long Codes, with a detailed definition of what they are, benefits, risks, use cases, and most common ways they benefit businesses...
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