mGage Blog

SMS for Customer Engagement

Brands Should Utilize SMS to Stay Connected to Customers

As COVID-19 continues to cause worldwide disruption, mobile messaging has become an even more vital communications channel in today’s world. Organizations must have a reliable way of keeping in touch with consumers, contacts, and employees.

Mobile messaging is a form of communication that many people know how to use regardless of their demographic, and it has an immediacy that is needed for delivering messages during these difficult times. With 97 percent of people using a text-based messaging service daily, brands must look at embracing this method as a way of staying connected to their customers during these extraordinary times.

At times like these, with more people working from home, businesses have a responsibility to effectively and efficiently communicate with their customers. According to global communications firm Edelman ), 65 percent of customers are basing their future purchase decisions on a company’s response to the current situation, so getting it right is going to be vital to maintaining customer relationships during this period.

Brands can utilize SMS messages to ensure that critical broadcast messages reach as many people as possible. With a 98% open rate compared to just 20% for emails and 98% of messages being read within 2 minutes –SMS is an ideal choice for efficient and reliable delivery of key updates.

As we continue to social distance, and certain industries struggle to keep up with high levels of call volumes, SMS & RCS messaging can support customer services by being an alternative form of contact. By using text to call-back; or deploying a chatbot with quick send responses and suggested actions, SMS can help take the strain off call centers. These channels can also boost an organizations’ operations by updating people on new processes that have been embedded, such as new opening hours or queuing systems at supermarkets, as well as notifications of any appointment changes or delays to deliveries.

Even more important is to keep staff morale high in what is an isolating time – employers could use SMS messaging to send welfare advice, working from home tips or updates to working practices to ensure that they are kept as up to date as quickly as possible and aware of any changes that may impact them.

There is no denying the importance of communication during periods of crisis. The reach of mobile messaging makes it an excellent channel for interaction during this time, helping ease the uncertainty and ensure that customers receive the highest standards of service possible in the most accessible way.


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It's our goal to support you and your business in every way we can - View our COVID-19 Toolkit for the latest resources and messaging advice. Click Here