With 90 percent of companies today competing solely on the basis of the customer experience (CX), it’s imperative that organizations work to enhance their CX strategy. One easy way to consistently deliver amazing customer experiences is through short message service (SMS) and multimedia message service (MMS), both which have been proven as preferred means of engagement among consumers today.
Today, companies are competing in a world where more people have a mobile phone than a toilet or toothbrush. In this mobile-minded age, one of the most powerful ways for businesses to engage and retain customers is through short message service (SMS) and/or multimedia message service (MMS). With research showing that texting is the most widely-used smartphone feature among device owners of all ages, it would be wise for business owners to incorporate mobile messaging into their brand strategy.
Smartphone technology has vastly matured since the launch of the original iPhone. Stronger computing power and improved networking speeds have enabled providers to roll out a slew of next-generation communication capabilities, from Apple’s FaceTime to Google’s built-in virtual assistant (part of its all-new, highly anticipated Pixel phone).
In a world where half of customers prefer texting for service and support, short message service (SMS) and multimedia message service (MMS) have become vital for engagement and retention. A 2014 study, for instance, found that nearly one-third of customers believe it’s important for companies to make texting an available support option; meanwhile, 47 percent believe that texting would improve their overall satisfaction.