1. Successful SMS communication are steered by your recipients
Successful corporate SMS communication are appreciated by recipients because they are relevant. When developing a new corporate SMS service, you need to start by considering insight about your customers’ needs and expectations.
There are many opportunities to use SMS in your customer communication, and the decision about what application or information is most relevant will vary between target groups. This is also true concerning how often you ought to send SMS, and when customers most appreciate SMS. Even a campaign with a strong, attractive offer probably shouldn’t be sent to customers in the middle of the night!
How a customer remembers an experience is affected by more than a single interaction with customer service or sales. More important is the sum of all of their interactions and communication with your company. Because of this, it’s vital to have a collective approach to customer communication between the different departments in your company.
2. Business Development and tech must work go hand in hand
Close collaboration between Business Development and IT departments can be a success factor for maximizing the impact of SMS communication. While IT departments are often the ones to suggest and implement efficiency measures, ideas related to improvements in customer communication more often come from sales, marketing, and customer success. For SMS services to create real value in your business, you need to create close, constructive dialogue between business-oriented departments and those in IT who are responsible for implementing new systems.
Successful organizations don’t see Business Development and IT as two completely unrelated functions. Close collaboration between these departments gives Business Development better insight into what a new system can offer technically. It also gives IT more understanding for the business opportunity driving the adoption of a new system or channel.
3. Local Business – but powered by a global communications technology
Companies that work internationally know that both technical and business situations can vary from country to country. Because of this, messaging, offers, and even business models need to be adapted for different markets.
Successful implementation is driven by synergies between different departments’ and geographically different offices’ understanding of what a new technical system has to offer, as well as an understanding of and appreciation for different target groups’ needs. The key to success here is finding a technical solution that allows you to integrate with several different vertical apps or systems, as well as market-adapted support systems.
If you address each of these three factors by keeping your customers needs at the center of your communication, building bridges between your business area and IT, and making the effort to balance local market variations with internal synergy in an effective way, you will give yourself the possible start in your new SMS communication efforts.