What is the most important part of running a business? Know your users!
There are so many ways to do user research and the first step is to let them have a channel to answer your questions or give you some feedback. Users always leave their contact messages that contain phone numbers, email,s or other social media accounts. Enterprises can exert all this contact info to do user operations.
That's why Two-way SMS should be used.
What is Two-way SMS?
SMS is still the most popular way to communicate and convey information. SMS open rates beat email nearly 5x over: 90% vs 20% -- Open rate of SMS compared to email open rates (VoiceSage), and according to GSMA, it takes the average person 90 seconds to respond to a text message. 75% of people wouldn't mind receiving an SMS text message from a brand (after opt-in) (Digital Marketing Magazine). That's why every company needs to make full use of SMS.
Two-way SMS messaging incorporates both outbound and inbound SMS through a single dedicated number, which enables users to respond to you with confirmations, questions, and opt-ins.
Two-way SMS makes it easy for users to connect with brands, giving them a forum for customer service, purchasing additional services, responding to customer satisfaction feedback forms, and confirming the process.
There was a time when mobile phone text messages were completely personal: to friends, family, perhaps even exes. But now, because of the widespread use of social media, we no longer rely on SMS to connect us with our close friends.
What are the advantages of Two-way SMS for companies?
For businesses, two-way SMS has two more outstanding advantages.
On the one hand, Two-way SMS services do not increase the overall number of customer service interactions, but they do divert many issues away from phone calls. And companies are often happy about this, as calls in the customer service area are very expensive. Call centers often record the duration of each call and try to keep calls short, as agents can usually only receive one person at a time. But they can respond quickly to two or three text messages or chats. On these channels, SMS messages actually convey the same amount of information.
On the other hand, with two-way SMS, this customer service for companies may also offer another benefit: by communicating, disgruntled customers may not blow up on social media (e.g.: Twitter). But then again, if the communication cannot meet customers’ satisfaction, they may also upload screenshots of those text messages. Overall, communicating via two-way SMS will reduce the number of customers blowing the whistle on the company on social media. PR up front is always more important than remedying the situation later.
BUKA provides two-way SMS service worldwide, companies can receive SMS replies from foreign mobile phone users, and all the reply messages BUKA platform can forward to your computer, email, and database system. Helping all companies to serve their customers well is BUKA’s goal.