Two-Way Text Messaging: A Simple Solution for Better Customer Support

Suppose you have purchased a product online and have questions about the delivery date. So, instead of calling customer support or waiting hours for an email reply, you send an SMS to the company. And guess what! You receive an instant, quick response. It is how two-way text messaging works. Over the years, customer support has evolved, and businesses are constantly searching for new ways to respond to customer queries quickly. Here is where 2-way text messaging helps.

Communicating through two-way text messaging is one of the most effective ways to promote your product and service to prospective customers on a personal level. It helps create more productive customer interactions. When you engage with your customers in real-time, it will boost both satisfaction and sales. This interactive approach strengthens the business and its clientele relationships by simplifying communication.

This blog explains everything you need to know about two-way text messaging and how it can enhance customer support.

What is Two-Way Text Messaging?

One-way texting means the business sends a message that does not intend to receive any response. On the flip side, two-way texting includes a prompt such as “text LEARN to know more.” Two-way text messaging or 2-way SMS allows one-on-one communication between customers and businesses. Businesses can send two-way SMS using short code or long code numbers through an A2P messaging platform with the use of APIs. This way, they can communicate efficiently with a large number of customers.

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The above example shows how Cate easily got her VIP tickets and find more about the event through two-way text messaging. This type of conversation gives a human feel and helps build trust with the brand. Cate does not have to click on any link to learn more about the event, as this type of message keeps the conversation in SMS. Less click = Less likelihood of drop-off. In short, two-way text messaging gives your customer a voice.

Two-way texting is ideal for customer feedback surveys, customer support interactions, opt-in/opt-out requests, event confirmations, and more. It improves customer experience as customers don’t have to wait long to receive a response, ultimately increasing conversions.

What are the Types of Two-Way Messaging?

You can include two-way messaging into different types based on whether the interaction is automated or human.

How Do Two-Way Texting and Live Chat Differ?

Two-way text messaging and live chat both simplify customer interactions. However, there are a few key features in which they differ. Let’s check them out.

How Two-Way Messaging Works?

Two-way texting works on a simple principle. It allows a two-sided conversation via text messages. For example, when you send a text message, you initiate the conversation like starting a chat. The recipient replies just like any text conversation. Such back-and-forth communication happens via an SMS marketing platform or a messaging service.

Two-way SMS includes both inbound and outbound messages, which creates a hassle-free communication experience. Let’s say businesses initiate a conversation by sending outbound messages for order updates, promotions, or appointment reminders. In response to that, customers send inbound messages with queries, confirmations, or feedback.

Such an integrated approach ensures smooth and effective conversations, which reduces response time and improves the overall customer experience.

Still confused about how inbound and outbound messages work together in two-way messaging?

Read on.

Suppose Sarah sends personalized promotional messages to past customers through SMS. One of his customers, Mike, replied by asking about a discount on a specific item. Here, Sarah’s chatbot gives answers to Mike’s initial queries. In case Mike needs any further assistance, Sarah steps in. Once Mike purchases the product, he receives an automated follow-up SMS that asks for feedback.

Here, both Sarah and Mike use two-way messaging, but their ways are different. However, this smooth conversation flow ensures an improved customer experience for Mike and reduces the workload for Sarah.

What are the Best Use Cases for 2-Way SMS?

Almost every industry can take the benefit of two-way text messaging to improve customer interactions. Here are a few ways in which businesses can use two-way texting.

1. Appointment Reminders

Whether it is healthcare or any other service provider, missed appointments are always frustrating for businesses and also for patients/clients. Businesses can use 2-way SMS to send appointment reminders and allow them to reschedule, confirm, or cancel their appointment.

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2. Order Status Update

Two-way texting can be used in the ecommerce industry to send order updates to customers. Sending them order status updates will include a personal touch in your business and keep customers informed about their purchases. Customers can even inquire about the product details or return policies via SMS, which will give them a smoother shopping experience.

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3. Feedback and Surveys

Do you want to gather feedback or conduct a survey? Two-way messaging is the perfect way to do it. When you use it, you do not need to send them lengthy emails that go unread. Instead, you can send a quick SMS to customers and ask them about their opinions or feedback. You can expect a high response rate, which will help improve your product or service.

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4. Payment Reminders

If you’re into a business that offers subscriptions or services, you can use two-way texting to send payment reminders to customers. It will reduce the risk of late payments and improve the cash flow for your business.

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5. Product Launch and Promotions

Let your customers be informed about your new product launches and promotions. It encourages customers to take action and increase sales.

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6. Customer Loyalty Programs

Engage with your customers and maintain their loyalty with two-way texting. You can send your customers exclusive deals, offers, discounts, or rewards using two-way SMS. It will help you strengthen your relationships with your customers.

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7. Appointment Scheduling

Scheduling appointments is a time-consuming and tedious task for most businesses. However, businesses can use two-way text messaging to send appointment confirmations or reminders to clients. It will save their time and reduce no-shows.

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8. Product Support and Troubleshooting

Businesses can provide customer support and resolve product-related issues through two-way texting. Customers can send their queries or issues to the designated number, and the customer support team will respond with the solutions in real-time.

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9. Employee Communication

These days, remote work is on the rise. Therefore, if businesses want to establish quick and effective communication with their employees, they can do it via two-way texting. It helps businesses to share updates, address problems, and coordinate tasks.

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10. Emergency Alerts

Businesses need a quick and reliable way to communicate with their employees whenever an emergency arises. Nothing is better than two-way texting. It helps provide instant notifications and updates and ensures that everyone remains on the same page, informed, and safe.

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11.  Lead Generation

Make lead generation easy using two-way texting. Businesses can use two-way text messaging to generate leads by sending promotional SMS with an attention-grabbing call-to-action. Customers reply with information like phone number, email, etc. It will let businesses follow up and transform visitors into the loyal customers.

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Why Two-Way Text Messaging is the Best Solution for Customer Support?

Two-way texting offers various benefits. Therefore, it is the preferred choice of businesses for customer support. The first and most important benefit is that it is a cost-effective method of communication as it is much more affordable than other alternative marketing media. You can even automate and personalize two-way SMS based on the SMS service provider you choose. Also, text messaging offers higher ROI and click-through rates.

Whether you send automated or personalized text messages, two-way functionality improves response rates because your customers receive immediate, personal, and intimate messages.

Two-way SMS can be accessible on any mobile phone without the need for any additional apps or internet connection. That’s why they’re highly convenient. This type of message encourages interactive conversations instead of one-way notifications. So, it offers improved engagement.

Businesses can quickly resolve customer queries, which automatically improves customer satisfaction, using 2-way texting.

Two-way SMS marketing is time-saving because businesses can send messages to multiple recipients at once, which will save their efforts.

How to Integrate Two-Way Texting into Your SMS Marketing Strategy?

If you want to implement two-way messaging successfully, follow the steps below.

First, you need to select the right SMS platform, like Textdrip, which supports two-way texting. Use the STP marketing approach to segment your audience and send them personalized messages based on preferences and demographics.

You can set up automated responses to common questions to improve the customer experience. Textdrip is one such messaging platform that you can use it. It has an impressive feature such as quick response and SMS automation. However, ensure you provide human support for complex issues. In short, you need to opt for a balanced, combined approach.

SMS compliance is a must. So, make sure you follow SMS marketing regulations, such as obtaining customer consent. Now, track the engagement metrics and improve your messaging strategy based on the feedback you receive. Textdrip is a 10DLC-compliant A2P messaging platform that ensures you send text messages that are compliant with SMS marketing regulations.

Optimize Customer Experience Through Two-Way Text Messaging

2-way SMS marketing is a powerful strategy which helps you make interactions more engaging, responsive, and efficient. Integrating two-way text messaging into your marketing strategy helps you build meaningful relationships. One-way texting cannot do this.

If you are looking for ways to improve customer experience, satisfaction, and build trust through 2-way SMS, take Textdrip’s FREE trial. This automated SMS marketing platform comes with impressive features such as SMS automation, scheduling, quick response, two-way texting, and much more. Using it, you can stay ahead of the competition and deliver superior customer support. So, what are you waiting for? Book a demo today!