SMS Thrives for B2C Communications

SMS (Short Message Service), commonly referred to as “texting,” has been around for over 20 years. It disrupted the telecommunications industry and forever changed the way we all communicate with one another. It took her some time, but even your mom is now using it. However, as consumers begin to shift to additional messaging options like over-the-top (OTT) apps and social media chat, SMS continues to be the best way for businesses to directly communicate with their customers.

How Businesses Are Using SMS to Engage Customers

To Increase Engagement.

SMS APIs enable businesses to send business critical messages such as alerts, reminders, notifications, and one-time passcode (OTP) verifications--supporting the full customer lifecycle. For businesses, SMS provides a differentiated and engaging customer experience by delivering timely and relevant SMS communications that get viewed instantly and keep the business top-of-mind.  It helps to build stronger relationships and loyalty with customers that leads to increased sales and satisfaction rates.

Drive Revenue.

Many ecommerce, travel & tourism, on-demand services and gaming websites are using SMS to send timely deals, offer upgrades, coupon codes and promotions, booking confirmation notifications and responsive customer service--ultimately driving higher satisfaction. SMS is being used to create amazing customer experiences and brand differentiation, attract and retain customers, gain better customer insights, optimize workforces, improve the speed of communicating, lower operational costs, and more. The possibilities are endless.

Protect Accounts.

SMS is also used to increase the security of online customer accounts and reduce fake users. Many businesses are using it to proactively protect online accounts. Two factor authentication (2FA) adds an extra layer of security protection beyond the user's password.  It significantly decreases the risk of a hacker accessing an online account by combining a password (something the user knows) with a second factor, like their mobile phone (something they have), to receive a one-time passcode (OTP) via SMS to verify the user's identity. Most businesses are linking a customer's online account to their valid mobile phone number for quick access, in the event of password issues or hacking.

A Dedicated Connection

With consumers beginning to shift from exclusive use of SMS for their peer-to-peer communications—increasing their usage of social chats and OTT apps—the channel has become an even more direct line for businesses to connect with their users. In fact, SMS has become the most effective B-to-C communications channel.

The average consumer's personal email inbox has become the Wild West of messaging. Even with spam filtering options and “promotions” tabs, the unread are rising. It's no longer an effective way to reach anyone... even your mom. While many of us still use email in our professional lives and for long-form content like travel itineraries and order receipts and confirmations, it's simply not the way someone is going to reach us quickly to prompt action. In fact, email now has a 20% open rate—SMS is at 98%. For messages that are read, email, on average, has an opening speed of 6 hours and 40 minutes—SMS is read in under 3 minutes. Including links in your messages? The click-through rate for email is just 2%--SMS is just under 20%.

This “always connected” way of life has disrupted the way we communicate because it allows for near instant communication. The use of SMS in B2C communications is essential.  It's a brilliant and cost-effective communication channel. SMS is widespread. SMS is personalized. SMS is flexible. SMS generates results.Learn how Tripster, a travel and tourism marketplace, utilizes an SMS API to:

  • Send real-time SMS alerts to notify tour guides of new bookings, cancellations, or new traveler conversations.
  • Deliver important traveler notifications that include order confirmations, tour cancellations and new tour guide conversations.
  • Increase user engagement, satisfaction rates, maintain a constant connection with their clients for truly differentiated customer experience.

TeleSign can you help your business integrate SMS communications. Check out the many use cases and solutions and solutions at or get started today with a free trial of our APIs.

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