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Five Ways SMS and MMS Enhance the Customer Experience

Posted by Allison Boccamazzo on February 22, 2017 at 8:57 AM

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.

Here are five ways that SMS and MMS specifically enhance the customer experience:


  1. MMS is visually stimulating

    An overwhelming amount of research shows that visuals increase customers’ willingness to read content and engage with companies. Not only this, but customers are also more likely to remember something they read three days later if it is paired with a relevant image. Overall, content with relevant images get 94 percent more views than content without. This is great news for companies that leverage MMS messages, which can be embedded with images and video.

  2. SMS/MMS is a natural form of engagement

    Companies don’t have to go out of their way to engage via text; they are simply meeting customers where they already are. The act of texting is habitual for most, meaning there is a high chance of customers reading brand messages.

  3. SMS/MMS is non-invasive

    The average text message can be read in under three minutes, making SMS/MMS a non-invasive form of engagement. All the while, consumers can easily opt out of receiving brand messages if they wish.

  4. SMS/MMS is short and sweet

    At just 160 characters, these mobile messages perfectly capitalize on the average consumer’s dwindling attention span.

  5. MMS represents limitless opportunity

    MMS allows companies to uniquely engage with customers in ways that were never thought possible. Check out this blog to see what we mean.

At the end of the day, a better customer experience means happier customers and a better bottom line for businesses.

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Tags: Telephony, Telecom

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