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September 3, 2019

Automated SMS drives business performance.

There is no question business leaders throughout Australia see value in sending SMS text messages to customers; in that SMS can deliver concise information with immediacy, as well as being able to be read at the convenience of the SMS recipient.  

That said, to develop spontaneity and scale, automated SMS text messages via Application to Person (A2P) executions can be highly effective when integrated with a company’s ERP, CRM or Call Centre software. In this way, text messages can be triggered with immediacy – based on business rules… and the good news, is that these types of integrations can often be technically straight forward. 

Consideration does need to be taken into account as to how to optimise SMS as a technology to achieve positive business outcomes. Typical business applications for SMS include; Alerts, Reminders, Notifications, Late Payments, Customer Service, Marketing, Promotions, Appointments, Welcome messages etc.

Regardless of its application, SMS can deliver real value for customers, staff and stakeholders alike. This is particularly true when marketing products and services to customers, whereby higher response rates can be achieved with compelling offers of relevance. 

It’s not all one-way traffic either, automated two-way SMS can create a highly effective means of communicating without human intervention, with SMS recipients able to react to an SMS ie; an appointment reminder with a return Y or N. 

Above all, short, sharp and shiny is the key to successful SMS campaigns. Moreover, put yourself in the shoes of the SMS recipient to create relevance and value. Consider the timing and frequency of an SMS to get the best response; and importantly incorporate an opt-out facility for marketing applications.  

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Glossary:
SMS: (Short Message Service) the most widely used type of text messaging of up to 160 characters to another device.

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