What is conversational messaging and why it matters to businesses

SMS messaging has been an integral part of digital communication for decades and has become an indispensable tool for businesses to quickly reach customers' and employees' attention. In recent times, there has been a rise in conversational SMS, which has changed the way businesses communicate with their customers. Conversational messaging is a communication strategy that uses two-way, personalised messages to engage with customers and build relationships, and the technology is here to stay.

The main difference between conversational SMS and SMS messaging is that conversational SMS enables two-way communication, while standard SMS only enables one-way communication. It means that in conversational SMS, businesses can have an ongoing dialogue with customers in a more human-like way, creating a more engaging and interactive customer experience. The customer can reply to the business's message and engage in a conversation that extends over more than 24 hrs.

There are several channels available for conversational messaging 

The most common ones are "so-called" instant messaging channels or apps like; SMS, WhatsApp, Facebook Messenger, WeChat, Telegram, and Line. Each channel has unique features and limitations; businesses should choose the channels most relevant to their audience, and the communication needs to enhance the customer experience.

A two-way messaging conversation allows customers to ask questions and receive answers in real time, enhancing their experience with the business. It has become increasingly popular as a customer support tool for businesses. The use cases for conversational messaging are varied and numerous. We have listed the most common below:

1) Customer support: Conversational messaging allows businesses to provide 24/7 customer support. Customers can reach companies through messaging apps, and chatbots offer quick and efficient support. Businesses cannot respond to customer inquiries and support requests with traditional one-way SMS. With conversational messaging, companies can respond to customer inquiries in real time, leading to increased customer satisfaction and reduced support costs.

2) Sales: Conversational messaging can help businesses engage with customers and leads to drive sales. Companies can boost customer engagement and conversion rates and nurture relationships by providing personalised recommendations, promotions, deals, and answering questions. 

3) Marketing: Conversational messaging can be used for targeted marketing campaigns, such as sending personalised promotions, updates, and reminders to customers. Businesses can create more engaging and effective marketing campaigns by leveraging two-way messaging, enticing customers to engage and reply.

Conversational messaging offers several advantages over traditional one-way SMS

With the right tools and strategies, conversational messaging can be a powerful way to connect with customers and build brand loyalty. By leveraging personalised interactions and real-time communication, businesses can differentiate themselves from competitors and create more meaningful customer experiences.

Conversational messaging offers a level of convenience and immediacy that other forms of communication simply cannot match. Whether it's a quick text message or a chat with a live chat agent, we can get the answers we need in real-time without having to wait for a phone call or email response.

Conversational messaging allows businesses to collect valuable data and insights about their customers. By analysing the conversations between customers and businesses, businesses can learn more about their customers' needs, preferences, and behaviour. This information can be used to improve the customer experience and develop new products and services that better meet customers' needs.

Conversational messaging is here to stay, and it's only going to become more advanced and integrated with other technologies. As we continue to rely on messaging for our daily communication and tasks, the future of messaging is sure to be an exciting journey full of new and innovative possibilities.

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