While individual users may have adopted new messaging platforms to chat among themselves, it’s become increasingly clear that businesses need traditional messaging solutions to stay in touch with their customers. This is because traditional SMS messaging can be used to reach any classical mobile, so long as the user number is known. This contrasts with OTT messaging platforms, which require separate identities. Users are often reluctant to share such details with businesses and retailers.

A2P (Application to Person) messaging covers a multitude of cases, but it’s essentially concerned with the automatic generation of SMS messages from systems, software and processes, to provide service updates and useful information to customers. A2P SMS is particularly applicable to any business that’s involved in distribution and order fulfilment, as well as those for which appointment scheduling is important. Purchasers and service users need to know that their needs are being met and to track progress once a request or order has been made.

As a result, businesses need to ensure that they are able to fully integrate SMS-based messaging into their ACD and other communications solutions, so that they can ensure that customers receive the timely updates they need and which distinguish those that offer the best service.

SMS remains the best way to ensure universal delivery of such notifications but it’s part of a joined-up, omni-channel approach that helps to deliver the best service to end users. Messaging is also an integral element of any strategy to increase customer experience and satisfaction. If you don’t think your customers are taking advantage of this, find out how they can with jtel.