Conversational SMS refers to a type of two-way communication that allows businesses and customers to exchange messages via an online SMS service. Unlike traditional one-way messaging, Conversational SMS enables interactive discussions, often used for customer service, support, and engagement. It allows businesses to respond to enquiries, address concerns, and provide tailored information, making the communication feel more personal and immediate.
What Does Conversational SMS Include?
Conversational SMS typically includes:
Real-time message exchange between businesses and customers
Two-way communication allowing both parties to send and receive messages
Personalised interactions where businesses can address customer queries or provide specific information
SMS API integration enables text messaging from CRM systems to provide context and streamline responses
SMS tracking and analytics to measure engagement and response effectiveness
Why Is Conversational SMS Important?
Conversational SMS is important because it offers a more personalised, engaging form of communication compared to traditional one-way text messaging. It helps businesses build stronger customer relationships by providing real-time, direct communication. This type of SMS interaction enhances customer satisfaction, as customers feel heard and valued, and allows businesses to address concerns or provide solutions quickly. Conversational SMS can also drive higher engagement and conversion rates, making it a powerful tool for customer support and marketing efforts.
