If you ask me what will be the biggest change in the SMS world, I'd say one word: conversational.
What is conversational? What does it have to do with SMS?
We can illustrate conversational SMS like this. Instead of receiving tedious machine-based SMS messages from merchants, we get a humanized reply, which is warm, caring, authentic, and considerate.
In a word, conversational SMS is all about creating excellent customer experiences.
Why is conversational SMS important?
SMS is the most effective way to reach customers. It is better than emails because it can create immediate conversations with customers. But this advantage seems to be ignored by the industry.
Around 7.1 billion people in the world own a cellphone. We consider the cellphone as an extension of our space. So generally, people are not willing to receive unfriendly, bored, or useless SMS messages on their phones.
What does this tell us?
People are hungry for meaningful, helpful, caring, and authentic conversations.
They want to be understood, well treated, cared for, and seen.
What is conversational SMS?
Conversational SMS is an auto-reply system that is intentionally built and designed to create meaningful and humanized conversations with customers through SMS messages.
As the below figure shows, you can invite people to order a service from you through SMS messages.
It is like a human conversation, and you can arrange an appointment without human participation. The software will send the time and name information to your human staff to make further arrangements.
Isn't that easy?
Conversational SMS messaging systems can be realized by programs. The replies are pre-designed according to the keywords, while the questions are pre-set according to the business needs. With this system, you can handle much more customer consultations at the first phase.
Conversational SMS is a good way to reach your customers
Before, most marketing methods stuff information to customers, good or bad, fancy or bored. They all have one thing in common: a one-way approach.
In the future, more marketing campaigns will create 2-way conversations. To encourage customers to participate more, thus creating a better customer experience, cultivating customer loyalty, and enhancing the brand.
That's why many brands hold all sorts of fun activities for people to participate in.
As for SMS messages, if you can provide good conversational content to people, they will have a good impression of your service. It's novel and efficient.
When most merchants approach customers with the content they want to convey, you approach customers to hear what they want to say. Even better, you think of ways to present them to the world. Wouldn't that leave a deep impression on them? How would they feel about your brand?
Start your 2-way approach from SMS
SMS messaging is the beginning to tell the world that you are willing to hear your customers, create a wonderful experience, and care for them.
It's a revolutionary change of mind, the new way of customer service. It's the future.
It will also save a lot of human costs and handle much more customer consultations simultaneously, expanding your business.
WhatsApp is getting popular in the business world as a good customer service tool. It is because of its conversational messages.
All sorts of companies are redesigning their marketing campaigns based on this trend. And you should, too.