How you communicate with clients has evolved. In the olden days, telephone or in-person were the only options a client had to communicate with your business, but those days are gone. With the rise of cloud-based phone systems comes multi-channel communication systems that give plenty of options for what’s convenient for your customers. According to G2, 91 percent of customers desire to receive business text messages. This article focuses on SMS business solutions, which might be the next communication channel you need to adopt.
Do you think your clients want SMS customer service? It’s a safe bet to say that they do.
Texting 101
Before jumping into text message solutions, it’s time to set a baseline for what texting is. Don’t worry; this isn’t assuming anyone is unaware of what texting is but distinguishing that there are differences between what’s available and widely used.
- SMS (Short Messaging Service): A protocol that allows the sending and receiving of tiny amounts of data through cell networks for mobile devices, more commonly known as texting.
- MMS (Multimedia Messaging Service): Similar to SMS, a protocol that allows for multimedia files, images, videos, and other formats over cell networks. Depending on the provider, there are size limits for videos and image quality restrictions. Since MMS delivers in line with SMS, these two are closely linked.
- RCS (Rich Communication Service): The next phase of SMS and MMS that allows for even greater quality images, videos, and expanded types of media. Soon to become the standard of cell networks, the final hurdle was Apple adopting the protocol. It has been announced that RCS will be available to iPhones in an upcoming software release.
- iMessage: A proprietary standard developed by Apple, like RCS, but exclusive to the Apple ecosystem. One notable difference is the end-to-end encryption of all communication over iMessage. You may be familiar with the blue bubble vs. green bubble debates.
Now that the stage has been set for texting, it’s time to jump into the specifics of SMS business solutions.
What is Business Texting?
Business texting is sending and receiving professional communication as the organization. A recent report found that the average open rate of a text message sits at 99 percent, with 97 percent of messages being read within 15 minutes of delivery.
- Outbound messaging: The business texts the contact for various reasons with the contact’s awareness beforehand.
- Inbound messaging: The contact texts the business to ask questions or comment about an interaction.
To utilize business SMS would link your main office number to your texting program so customers would know who is communicating with them, regardless of who at the organization is doing the texting. This recent text message solution is known as 10DLC, or 10-Digit Long Code in the US. It allows a business to use their office number, for example, (555) 987-1234, as a number to call and text from while following the appropriate regulations.
- A2P Texting: Application-to-person texting is when a business uses a program instead of a single cell phone to communicate via text with a customer. One person to another is known as peer-to-peer, or P2P.
Business SMS Compliance
Business SMS communication falls under the Telephone Consumer Protection Act (TCPA) umbrella. The TCPA keeps in check businesses that communicate with clients through telephones. It was initially enacted in 1991 but has evolved to include text messaging. For unwanted telemarketing calls, the National Do-Not-Call registry was created for individuals to globally opt out of random calls they didn’t ask for; recently, these same protections have included texting.
Before building a plan to embrace business SMS, it’s advantageous to be acquainted with the various regulations and terminology for contacting and interacting with customers.
SMS Customer Service
Use cases are essential to fully grasp the potential of a new technology. One aspect of your business that can genuinely make a difference is texting for customer service. People are busier than ever and often don’t have time or aren’t available to call a business during business hours. Here are some common reasons for SMS customer service:
- Customer demand: According to HubSpot, during the pandemic, 61 percent of consumers either increased or significantly increased the daily time they spent in text apps, and that demand has continued.
- Convenience: Consumers can start a text conversation and get the answer they need when they have the time to do it. Since text is an “as time permits” act, it doesn’t need to be the priority action at the time.
- Handle multiple conversations at once: Your employees can work through questions or concerns faster than handling one call at a time. Since responsiveness varies depending on the customer, they can close out other issues while waiting for a response.
- Differentiate from competitors: When you offer solutions your customer wants, and your competitors lack, you’re setting yourself up for additional success.
How to Announce SMS Business Solutions
Opt-in for a client is essential when building out the strategy. You could announce the new feature through social media with instructions on how your business uses texting. Put an announcement in email correspondence and even on your website. It’s important to note that the customer you’re texting needs to be aware that they can opt out at any time, and your messages need to have a simple disclaimer saying what to do, for example, “Text STOP to end further messages.”
Adopt SMS Business Solutions to Meet the Needs of Your Customers
The power that SMS communication brings to your business is incredible. You get a solution everyone knows how to use, streamline consumer interactions, and set yourself apart from competitors. Your business will benefit from embracing business SMS.
Centratel offers customizable solutions including SMS that fit your business and makes it easy for customers to use various communication channels to reach you. We offer 24/7 support so you and your employees can get help whenever needed.
Contact us today, and let’s start building your next-level communication channel.