To communicate with your customers, clients, employees and other stakeholders, you should contact them through the channels they use most. As SMS has an impressively high open rate, with most messages typically being read within a couple of minutes of being received, this channel can be an effective tool for business communication.
As hundreds of companies use texts to sell products, you may be familiar with SMS for retail businesses. However, those operating in logistics, manufacturing, human resources (HR), information technology (IT) and many other industries can also use SMS to meaningfully engage with their audiences.
What Is Business SMS Communication?
SMS for business communication goes beyond marketing—it is a powerful solution for all aspects of your operations. You can use text messaging to connect with your employees and share vital information with clients and customers, enhancing both your internal and client-facing communications to boost revenue. A library could send return reminders to its members, or a utility company could update its customers about outages. A restaurant could also use this channel to communicate with staff members about opportunities to pick up extra shifts.
With so many applications for different industries, SMS is a highly versatile method of communication. Beyond messaging individuals or groups, businesses can implement this tool to send a single message to entire contact lists, known as a text blast. For example, a school can send an alert to all students, teachers and other staff members to let them know of closures due to severe weather.
In addition to its versatility and ability to contact hundreds of people with just the click of a button, here are some other reasons why SMS is such an effective tool for business communication:
- You achieve a broad reach: Almost everyone with a cell phone can receive SMS messages. Global mobile users are expected to reach 7.49 billion by 2025, so nearly that many people can be reached via text. With SMS, businesses can communicate with a larger audience than internet-dependent channels.
- Your messages get read: Thanks to its 98% open rate, using SMS for business communications offers peace of mind that your recipients are likely to see your message. They’ll also see it quickly as most people are glued to their devices—Americans look at their phones an average of 144 times a day, and Australians check their screens about every eight minutes.
- You can automate: Automating routine tasks such as booking confirmations or monthly maintenance reminders can be a lifesaver if you have limited time or resources. After you have set up an automation system, you and your team can focus your energy on mission-critical matters.
Top Ways Businesses Can Use SMS Communication
Along with the above examples, you can use SMS in your business’s communications in many other ways. If you want to effectively use this tool, here are six strategies for useful business SMS communication:
1. Connect With Customers
Using SMS for business communications makes connecting with your customers easier than ever, allowing you to share everything from personalized and valuable information to targeted deals and offers.
Personalization is the standard today, with 71% of customers expecting tailored interactions. Whether your company is a dental practice or a golf course, you can improve customer engagement with personalized messages. Referring to receivers by name and sending texts wishing them a happy birthday can go a long way in making them feel special. Delivery information sent via text is another excellent use of this channel.
While SMS for business communications encompasses more than just marketing, it is still a big part of it. Companies can use texts to promote products and services to their subscriber lists. From libraries promoting new book arrivals based on their members’ borrowing activity to e-commerce stores announcing a time-sensitive deal, the main intention behind promotional messages is to spark interest among a targeted audience.
2. Communicate With Employees
Along with helping to streamline the employee scheduling process, such as sending messages when there are additional shifts to fill or once weekly schedules are available, businesses can use SMS to improve employee engagement.
If a staff member works in a busy or loud environment like a construction site or warehouse floor, texting is the best way to communicate with them. You can also get to know your employees on a deeper level and learn valuable insights about their feelings toward your business by sharing polls and surveys via text. Either ask questions directly in your messages or include a link to a survey.
3. Receive Inventory Updates
If your business is in e-commerce and logistics, consider using an SMS application programming interface (API) integration that connects with your inventory management system. This way, you can receive text when stock is running low or when there’s an order that needs to be packed, enhancing your company’s operational efficiency.
4. Offer Customer Support
Text messaging can help your business supercharge its customer service efforts. Offering support via SMS means that your customers can skip out on the hassle of a phone call. Many of your customers will appreciate this, especially those of younger generations—90% of Gen Zers have phone call anxiety.
More than offering communication channels that your customers want to use, SMS-based customer service can save your employees time while addressing questions and concerns. For example, you could set up automated replies for frequently asked questions.
While all industries can benefit from providing customer support through messages, IT companies may find it particularly useful. In most cases, small tech issues can be resolved with a few text messages. It’s more convenient for everyone involved—your team can manage several requests at once, and no one gets put on hold.
5. Send Reminders, Confirmations and Alerts
SMS reminders are one of the best uses of business texting as they can improve your bottom line:
- Appointment reminders: Sharing time-sensitive reminders for upcoming appointments can help businesses like healthcare practices, spas, salons and tattoo studios reduce no-shows, which often translate to a loss in revenue.
- Payment reminders: Text messages can help you and your team navigate missed payments without the awkwardness—increase your accounts receivable with a personalized reminder text.
Companies can also send booking confirmations or cancellations for everything from flights to hotel reservations. For restaurants, texting is perfect for letting customers know when their order is ready for pickup.
As sending an SMS allows your business to quickly reach a large audience, you can use this channel to instantly share alerts with your staff, customers and vendors. For example, you can keep customers in the loop about changes to your opening hours. Or, you could send one bulk message to your entire team when a server is scheduled for maintenance.
6. Implement Verification
SMS verification involves confirming an individual’s identity by sharing a one-time PIN or code with a text to their cell phone. The receiver can then use this code to access their account on a website or app. Also known as two-factor authentication (2FA), verification messages can help your business keep cybercriminals and scammers at bay.
More and more businesses are using 2FA due to the extra security layer, which can make customers and employees feel that their information is safe.
How Does Business SMS Communication Work?
No matter the purpose of the text, businesses use software applications to deliver messages rather than relying on their cellphone. This method, known as application-to-person (A2P), has become extremely popular, as the possibilities are practically endless with this tool. Businesses can send everything from 2FA codes and reminder messages to inventory status updates and more.
Another important factor in being fully informed about SMS delivery is the number that businesses use to contact subscribers, employees, clients or other receivers. You have three options, each with its own advantages:
- Short code: These numbers have five to six digits. Due to their high throughput, they’re best for supporting bulk messages but can also be used for 2FA or appointment reminders, though they only offer one-way communication and cost the most and take the longest to procure.
- Long code: Also known as 10-digit long codes (10dlc), these are often business’ standard numbers. To use a 10dlc number in the U.S., you must register with The Campaign Registry to comply with current regulations. After registration, long codes can also support higher text volumes and will be less likely to be blocked by carriers. Plus, receivers can text or call your business using this number.
- Toll-free: Referred to as 800 numbers, these can be a cost-effective way to send bulk messages, but their delivery rates are a bit less reliable than long or short codes.
Request a Demo of Business SMS Communication Software
Regardless of your industry, texting can allow you to connect and engage with vital stakeholders and improve various areas of your operations.
Red Oxygen offers business SMS solutions that can simplify your communication efforts for both bulk and individual texts. With our SMS software, you can monitor all your business’s communications and send SMS messages straight from your computer or cell phone. Our experts can also help you stay compliant, increasing the chances of your messages being delivered.
To get started, request a demo today!
