How Brands Use SMS to Improve Customer Service

Brian Panicko | July 18, 2016

Text messaging has been around for more than 20 years, but is now just hitting its stride when it comes to business communications. Initially used as a way for consumers to send brief messages or images to friends, texting is finally being viewed as a powerful tool to help businesses better connect with their customers.

Earlier this year, CellTrust launched Prime Message, an enhanced SMS enterprise platform, to allow businesses to easily promote, manage and measure SMS communications throughout the entire customer journey – further fostering consumer-enterprise relations.

Extending Transactional Notifications to Mobile

Whether notifying users about a new offer, a bank account alert or the delivery status of a recent purchase, Prime Message is an effective customer engagement platform for businesses in any industry and of all sizes.

So what are the competitive advantages of adding SMS to your business communications? According to Pew Internet, “texting is the most frequently and widely-used app on a smartphone, with 97 percent of Americans using it at least once a day.”

Adding text messaging opens up a new, easy-to-use channel that helps cut through the clutter, costs and time associated with other forms of communication, like email. It’s also the preferred method of communication among consumers, which means there is a better chance that your message will be received.

Highly engaged brands are using SMS to not only boost conversion rates, but to improve business processes to help build lifelong customer relationships. Take DriveTime, a leading national car retailer and finance company. They use Prime Message to help its customers manage their lease payments. When do they send these texts? That’s right: before lease payments are delinquent and subject to late fees.

CellTrust’s user-friendly Prime Message application also offers business management features, such as analysis and reporting, and customer support to help effectively and affordably drive companies to that next level of success. For additional information about Prime Message, visit http://sms.celltrust.com.