What You Need to Know About 2-Way SMS For Effective Business Communication

Are you struggling to connect and engage with your customers?

Do you want a way to communicate responsively with your customers in real time?

Well, you’re in luck. You only need 2-way SMS messaging to resolve this problem.

Today, we’ll explore the world of 2-way SMS.

We’ll look at its various use cases across industries. We’d also see how it can help you streamline your communication efforts.

At the end of this article, you’ll know how 2-way SMS can help you better communicate with your customers.

So, let’s dive in.

How does 2-way SMS work?

Do you know how you send and receive text messages on your phone? Well, that’s how 2-way SMS works.

2-way SMS allows you to communicate with your customers via text message in real-time.

Here’s how it works:

• You send a message to your customer using a business SMS service provider like SMSCountry.
• Your customer’s mobile network operator gets your message and sends it to their phone.
• Your customer can then reply to your message, just like they’d reply to a text message from a friend.
• Your reply goes back through the mobile network operator, and the SMS service provider receives it.
• The SMS service provider then sends the response back to you.
• You can send another response to the customer if you want.

It may sound like a long process, but it is quick and easy. And happens in seconds.

You can make responding to your customers more efficient by setting up automated responses, like a chatbot answering your questions.

For example, let’s say you run a pizza delivery business. When customers place orders, you can send an automated response asking for their addresses and toppings.

And that’s how 2-way SMS works. Isn’t that simple?

2-way SMS messaging involves various components. Let’s look at some parts and components that enable you to communicate seamlessly with your customers.

SMS short codes

A shortcode is a shortened phone number. It consists of five or six digits used to send and receive SMS messages.

You need a shortcode to enable 2-way communication with your customers. They are easy to remember. You can use them for marketing campaigns, customer support, and alerts.

You can use a shortcode to allow customers to opt-in to receive marketing messages. All they have to do is send a specific keyword to the shortcode.

Long codes

Long codes are regular phone numbers that you can use for SMS messaging.

Unlike shortcodes, you use long codes for more personalised one-on-one communication.

You can use them for appointment reminders or customer support.

SMS keywords

An SMS keyword is a specific word or phrase your customer can text to a shortcode or long code.

The keyword starts a specific action or response from your end.

Let’s say you run a restaurant. You can use the keyword “ORDER” to get your customers to place an order via SMS and initiate the process.

SMS gateway providers

SMS gateway providers are third-party platforms that let you send and receive SMS.

They link the sender and the recipient’s mobile network operator. They offer features and services like message personalisation, analytics, and automation.

A few examples of SMS gateway providers are SMSCountry, Infobip, and Textlocal.

To start a 2-way SMS conversation with your customers, you have to send an SMS message to them.

Your message may have a call to action. For example, ask your customer to reply with a specific keyword. Or to give details like an email address or phone number.

Once your customer replies, the chat starts. You can reply with follow-up questions or give more information. Your customer can continue to reply and engage in the chat.

You can use tools to improve your customer’s experience during the chat. For example, automated replies provide quick answers to common questions.

You can also mention your customer’s name to personalise the message.

As the chat continues, you can gather information about what your customers like. These will inform your future marketing efforts.

For example, if your customer views a certain product, you can follow up with a personalised offer.

Now, you know the components of 2-way SMS and how it works. Let’s see how 2-way SMS communication can benefit your business.

Benefits of 2-way SMS for businesses

Here are some of the benefits of 2-way SMS for your business:

• Improved customer engagement: 2-way SMS lets you engage your customers in a personalised way. This increases their loyalty.
• Increased response rates: SMS has a higher open rate than other marketing channels. This makes it an effective way to communicate with your customers.
• Cost-effective communication: SMS is one of the cheapest communication channels. You can communicate with your customers without breaking the bank.
• Enhanced customer service: SMS lets you answer your customers’ questions quickly.
• Higher conversion rates: Use 2-way SMS messaging to send targeted messages to customers. With that, you can grow your conversion rates.

As you can see, 2-way SMS holds many advantages for your business.

But what businesses have used 2-way SMS to improve their customers’ experience?

Examples of businesses that have used 2-way SMS successfully

So you don’t overthink using 2-way SMS, we’ll show you some popular brands that have used it successfully.

Domino’s Pizza

Domino’s Pizza’s customers can order a pizza by sending an SMS.

They can also track the progress of their order via text messages. This includes real-time updates on the status of their pizza.

This has led to a great improvement in customer satisfaction and order accuracy.

Hilton hotels & resorts

Hilton Hotels & Resorts also used 2-way SMS to improve their customer service.

Customers can use SMS to request room service or housekeeping.

They can also get notifications via text message about upcoming events and specials.

This has greatly improved their guest satisfaction rates.

Wells Fargo bank

Customers of Wells Fargo bank can receive text message alerts. These include alerts about account balances, deposits, and withdrawals.

They can also send text messages to the bank to request information or report fraud.

This made their customer engagement better and helped prevent fraudulent transactions.

We bet you are familiar with these businesses. All these businesses used 2-way SMS to change their communication game and you can too.

But first, let’s look at some things you must consider when using 2-way SMS.

Best practices for implementing 2-way SMS in business communication

When using 2-way SMS to communicate with your customers, there are certain things you must do.

Ensure you keep the following in mind:

• Get consent: Get consent from your customers before sending them SMS messages. You can send them opt-in forms or use website pop-ups.
• Set expectations: Let your customers know what to expect when they opt in. What kind of information will you send? How often should they expect to get your messages?
• Be personal: When sending SMS messages, you need to be personal and use a conversational tone. Use the customer’s name and avoid formal language.
• Timing is key: Consider the timing of your messages. Don’t send messages late at night and early in the morning. Also, consider time zones.
• Be clear and concise: Text messages have a character limit, so you must be clear and concise. Ensure your message is easy to understand and gets straight to the point.
• Respond on time: If customers reply to your messages, respond on time. With this, your customers will trust you.
• Use automation: Use automation tools to send automated responses. Or you can schedule messages to be delivered later. This can help you save time and do things faster.

Applications of 2-way SMS in different industries

So, let’s talk about industries where you can apply 2-way SMS.

If your business is within any of these industries, you can enjoy the value of 2-way SMS.

Let’s check them out:

• Healthcare: 2-way SMS is useful for appointment reminders and prescription refill requests. Your patients can confirm or reschedule appointments.
• Retail: 2-way SMS helps you to send promotional SMS and tell customers about new products. You can even use it to provide customer support.
• Hospitality and tourism: 2-way SMS helps you to confirm reservations. Also, you can update your customers on their flight or hotel status.
• Banking and finance: 2-way SMS helps you send account activity alerts. It also serves as a way to answer your customers’ questions.
• Education industry: 2-way SMS helps you send reminders about deadlines or assignments. You can also give updates on school events.
• Transportation and logistics: 2-way SMS helps you provide real-time updates on shipment status. You can also use it to send delivery confirmations.

Let’s drill deeper.

Use cases of 2-way messaging

There are many contexts in which you can use 2-way SMS. But we’ll look at a few use cases of how 2-way messaging can help improve customer communication.

Appointment reminders

You can use 2-way messaging to remind your customers of upcoming appointments. This can help reduce missed appointments.

Example:

Hi Sarah. This is to remind you that your appointment is tomorrow at 2 pm. Please respond YES to confirm or call us if you need to reschedule.

Sarah: YES

Customer support

2-way messaging is a great way to provide customer support. Your customers can ask questions or report issues by sending you a text. Then, you get to respond quickly with helpful information or solutions.

Example:

Nirav: Hi, I ordered a product online that hasn’t arrived yet. When can I expect to get it?

Business: Hi, Nirav. Thanks for reaching out. Let me look up your order and get back to you.

(Customer waits a few minutes)

Business: Your order delivery date is on Tuesday. Let us know if there is something we can help out with.

Marketing promotions

You can use 2-way SMS to send marketing promotions or discounts to customers. Customers can then respond to the message to claim the offer or ask questions.

Example:

Business: Hello, Shruti. We’re offering a 20% discount on all items in our store this weekend. Reply YES to receive the code and start shopping.

Shruti: YES

Feedback collection

2-way messaging is a great way to collect customer feedback. You can send a survey or questionnaire via text message. Then, your customers can respond with their answers.

Example:

Business: Hi, Ravali. We’re conducting a quick survey to learn more about your experience with our product. On a 1–10 scale, how likely are you to tell a friend about us? Reply with your answer.

Ravali: 8

Account updates

You can use 2-way messaging to send account updates to customers. This includes confirmation of payment or changes to an account. Customers can respond with any questions or concerns.

Example:

Business: Hi, John. We have successfully processed your mortgage payment of $1000. Please get back to us with any questions.

John: Thank you for letting me know. Can you confirm the new balance on my account?

Business: Of course! Your new account balance is $10,000. Please feel free to ask questions.