NetSuite users have been successfully engaging their customers via text messaging powered by MessageMedia for almost a decade. Our latest release in support of the NetSuite 2020.2 adds support for the NetSuite OneWorld platform and includes the ability to send and receive MMS. See more in our latest press release.
We thought it would be useful to take a few steps back and remember why the ability to send SMS directly from the platforms we use every day – like NetSuite – is so important. Scroll through the infographic below to see why more businesses are turning to SMS and MMS to engage their customers.
Why ecommerce is unstoppable
One of the obvious trends that has spurred business adoption of SMS (68% of US businesses using SMS) has been the relentless growth of ecommerce. What was already an unstoppable force was amplified by the COVID-19 Pandemic. Grocery stores, restaurants, home improvement chains – basically every retail business across the country – have been required to deploy some form of ecommerce capability to stay afloat. Use of SMS for urgent notifications by hospitals, medical providers, governments, schools, daycares; almost every business has leveraged it dramatically.
While we enter a period of uncertainty over how the current pandemic will play out, one thing is clear. Consumer’s demand for increased ecommerce options is likely to continue unabated. In July 2020, NetSuite reported that sales order volume increased 59% year-over-year in May 2020 for their retail customers, in aggregate. That is a stunning figure and is not a surprise since organizations using NetSuite – the world’s leading cloud-based ERP – are often trailblazers in their adoption of ecommerce applications.
Consumer’s demand for increased ecommerce options are likely to persist for many years to come, and the applications for business use of SMS will need to keep pace. At the same time, a continued decline in the use of phone calls and email for many business communications (sales prospecting and marketing, in particular) are likely to continue.
Why you should look to SMS for the future
Today, we are just seeing the tip of the iceberg regarding business use of SMS for a variety of ecommerce-influenced uses. These include notifications for order confirmations and delivery updates, appointment reminders and rescheduling options, customer support, marketing promotions, and more. SMS continues to gain acceptance by businesses and consumers now make their preferences known. As such, the need to initiate your SMS communications from core business applications, like NetSuite ERP/CRM, will ensure your business can support the communication channel of the future: SMS.