“It is believed that around 5 billion people globally communicate through SMS messages. And, this is around 65% of the world’s population! “ 

Yes, even in this world of a plethora of social media, and other ways of communication, SMS messaging still gains a lot of attention. Be it people engaging with one another or businesses, everyone tends to leverage the messaging, or two-way messaging to be precise!  The underlying reasons can be the ease of communication, rapid communication, and comfort while chatting!  

But, what actually is two-way messaging?  

What is Two-Way messaging?  

Two-way messaging is the communication in which both sender and receiver can reply and continue to chat on the SMS thread. While one can think these are long-gone ways of communication, two-way messaging is still common and people feel engaged while chatting via SMS texts.  

“According to VoiceSage study, it is found that SMS open rates are way more than email; approximately 90% vs 20%”  

And, that’s why SMS text messaging is still in the race of interacting and communicating with fellow people. But, is it appropriate for businesses where businesses are trying to communicate with masses of audience at once?  

Two-Way SMS Messaging for Businesses 

As two-way messaging involves two people, one might think it is only suitable for friends, or families and would not fit in the precise strategies of “business operations”. Furthermore, we, as buyers, or customers of a range of businesses have always received messages where we were not eligible to reply. These were coupons, discounts, store launches, or others!  

But, believe it, nowadays businesses are also investing in two-way messaging because of a range of reasons. Some of these are- 

• Elevate customer engagement 

Having an engaging customer is a sure-shot winning strategy for businesses. Be it B2B, or B2C business, establishing communication with customers is essential. This builds trust and belief in customers in the business, ultimately boosting reputation, and business sales.  

But, often, businesses feel challenging to communicate with many audiences at a time. That’s where two-way messaging platforms from CPaaS vendors such as Voxvalley bridge the gap. By investing in this service, businesses can ensure two-way communication through which optimum engagement and interaction with customers can be achieved. Further, as everything is partially automated, and executed by CPaaS providers, the business can leverage the benefits without much of a hassle!  

• Optimize customer support and service 

It is said that most of the communication platforms are inherited by businesses to provide high-class service and support for their customers. This mitigates the dependency on the support team and also ensures there is no delay in resolving customers’ queries.  

By executing a two-way messaging service, businesses can ensure customers face no delay or hassle in getting their queries answered. This upscales customer support and service quality. This would strengthen the trust and turn one-time customers into loyal, and long-time customers. Further, this can fill the gaps in customer service and support, thereby maintaining relationships with customers.  

• Increasing business revenues 

If we say two-way messaging as a way to establish better customer service and support, and a precise customer engagement strategy, it can directly drive business revenues. Further, this can also stabilize business sales and market growth.  

Think of a scenario, when a customer has to wait for your response for 7-8 hours, it would lose their interest in your brand, and would mitigate their chances of actually buying or considering your business’s service, and product! But, having two-way messaging heals this, and gives customers a chance to get their answers in the most convenient, and easy way that too with an assurance of “answer from the brand!” 

• Establish a brand value  

Communication, and interacting with customers in two-way communication build your brand value. This happens due to the fact that customers feel authentic and attended to your business. This further establishes the value of your brand.  

Moreover, this also helps you gain “word-of-the-mouth” feedback that becomes the ultimate marketing strategy for your business.  

Two-Way Messaging: A Smart Business Investment! 

No matter if you are B2B or B2C business, investing in two-way messaging would help you achieve the desired levels of customer engagement, interaction, and even help in building relationships with your customers. But, all this can be possible only if you take the service from the right CPaaS providers!  

One such CPaaS provider is Voxvalley. Get to know its complete set of services through its official website!