{"id":42762,"date":"2022-09-29T13:11:00","date_gmt":"2022-09-29T03:11:00","guid":{"rendered":"https:\/\/onesaas.local\/blog\/2-way-sms-chat-relationships\/"},"modified":"2024-03-27T19:51:15","modified_gmt":"2024-03-27T19:51:15","slug":"2-way-sms-chat-relationships","status":"publish","type":"blog","link":"https:\/\/messagemedia.com\/nz\/blog\/2-way-sms-chat-relationships\/","title":{"rendered":"5 ways that two-way SMS helps grow your business"},"content":{"rendered":"\n<p>When it comes to conversing with customers, two-way chat is where it\u2019s at. Texting is quick and easy for all involved, saving your team time and giving your customers instant access to the answers they need.<\/p>\n\n\n\n<p>Let\u2019s take a look at why and how every business can add <a href=\"https:\/\/messagemedia.com\/nz\/features\/two-way-sms\/\">two-way SMS<\/a> as a channel for engaging with customers. First, here\u2019s MessageMedia\u2019s Dan Reeves explaining what it\u2019s all about.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe title=\"What is 2-way SMS messaging with Dan Reeves | MessageMedia\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/9rpTamt4rO4?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Show your customers you care<\/h2>\n\n\n\n<p>With so many brands competing for customers\u2019 attention these days, anything you can do to deliver a more personal service will help you stand out from the crowd. It\u2019s why today\u2019s leading brands are moving away from asynchronous communications \u2013 that is, one-way \u2018blasts\u2019 of news from your business \u2013 to two-way chat.&nbsp;<\/p>\n\n\n\n<p>By inviting customers to respond to your messages, it shows you\u2019re listening. And it shows you care. Not only that, but two-way chat gives customers an easy route to ask questions and engage with your brand, which helps build loyalty.<\/p>\n\n\n\n<p>Question is, which channel is best for two-way chat? There\u2019s live chat on websites, which can be disjointed and hard to come back to. There\u2019s phone, which can suffer from long wait times. There\u2019s email, which can often get lost in overflowing inboxes.&nbsp;<\/p>\n\n\n\n<p>And then there\u2019s SMS, which ticks a lot of boxes that these other channels don\u2019t.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">SMS shines in the two-way chat department<\/h2>\n\n\n\n<p>With everyone virtually glued to their phones these days, SMS makes sense for two-way conversations with customers. Texting is a flexible, affordable and fast way to connect.&nbsp;<\/p>\n\n\n\n<p>For example, if a fashion brand has a sale coming up, instead of blasting all customers with a one-way message that links out to an event registration form, why not offer the easy ability to register via SMS? Here\u2019s what it could look like.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" width=\"513\" height=\"391\" src=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/09\/One-way-SMS-vs-Two-way-SMS-side-by-side.png\" alt=\"One way SMS vs Two way SMS side by side\" class=\"wp-image-27014\" srcset=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/09\/One-way-SMS-vs-Two-way-SMS-side-by-side.png 513w, https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/09\/One-way-SMS-vs-Two-way-SMS-side-by-side-300x229.png 300w\" sizes=\"(max-width: 513px) 100vw, 513px\" \/><\/figure>\n<\/div>\n\n\n<p>As the above example shows, two-way texting gives Cate an easy way to get her VIP ticket and find out more about the event. The interaction has a human feel, helping build trust with the brand. And, by keeping the convo in text messaging, Cate doesn\u2019t have to click through to an event page. Less clicks means less likelihood of drop-off.<\/p>\n\n\n\n<p>Here are some more benefits of two-way texting. SMS is:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>An affordable channel&nbsp;<\/li>\n\n\n\n<li>Easy and familiar for your team and your customers<\/li>\n\n\n\n<li>Similar to a regular conversation<\/li>\n\n\n\n<li>Quick to set up<\/li>\n\n\n\n<li>Fast, with 90% of messages read within 90 seconds<\/li>\n<\/ul>\n\n\n\r\n  <div class=\"cta  bg-light rounded my-4\">\r\n    <div class=\"row justify-content-center align-items-center\">\r\n      <div class=\"col-md-6\">\r\n        <div>\r\n          <h2 class=\"mb-4\">\r\n            Keen to give it a try?          <\/h2>\r\n\r\n          <p class=\"mb-4\">Get a MessageMedia free trial, plus get 25 SMS credits.<\/p>\r\n\r\n                      <div class=\"btn-group mb-0\">\r\n              <a href=\"https:\/\/messagemedia.com\/nz\/contact\/\"  class=\"btn btn-secondary btn-sm mb-3  \" >Contact us<\/a>            <\/div>\r\n                  <\/div>\r\n      <\/div>\r\n      \r\n        <div class=\"col-md-6 text-center\">\r\n            <img decoding=\"async\" class=\"img-fluid\" width=\"640\" height=\"535\" src=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2024\/02\/Signup.webp\" alt=\"Image for Keen to give it a try?\">\r\n        <\/div>\r\n          <\/div>\r\n  <\/div>\r\n\r\n  <style>\r\n    \/* todo move this to cta scss *\/\r\n    .longform-content .cta {\r\n      padding: 3rem !important;\r\n      background-color: rgb(235, 238, 240) !important; \/* bg light *\/\r\n      border-radius: 1rem !important; \/* rounded 3 *\/\r\n      margin: 1.5rem 0; \/*my-4*\/ \r\n    }\r\n  <\/style>\r\n\r\n\n\n\n<h2 class=\"wp-block-heading\">5 customer conversations geared for two-way SMS chat<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">1. Appointment reminders and confirmations<\/h3>\n\n\n\n<p>If you run a service-based business, then you\u2019ll likely know all about the <a href=\"https:\/\/messagemedia.com\/nz\/blog\/how-much-is-your-business-losing-from-no-show-appointments\/\">pain of no-shows<\/a>. Across industries, customers <a href=\"https:\/\/10to8.com\/blog\/6-ways-no-shows-hurt-businesses\" target=\"_blank\" rel=\"noreferrer noopener\">miss 10-15% of booked appointments<\/a> and the cost of these no-shows quickly adds up.<\/p>\n\n\n\n<p>Two-way SMS automations help solve the problem. Instead of just sending a reminder text, ask the customer to confirm in the text that they will be attending.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" width=\"513\" height=\"324\" src=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/09\/Example-of-SMS-appointment-confirmation.png\" alt=\"Example of SMS appointment confirmation\" class=\"wp-image-27015\" srcset=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/09\/Example-of-SMS-appointment-confirmation.png 513w, https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/09\/Example-of-SMS-appointment-confirmation-300x189.png 300w\" sizes=\"(max-width: 513px) 100vw, 513px\" \/><\/figure>\n<\/div>\n\n\n<p class=\"has-background\" style=\"background-color:#d1f5f7\">TOP TIP: To enable two-way SMS, you\u2019ll need a <a href=\"https:\/\/messagemedia.com\/nz\/features\/dedicated-virtual-numbers\/\">dedicated number<\/a>. By sending your text messages from the same phone number each time, your customers see a consistent sender ID and know the SMS message is from you.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2. Deliveries and orders<\/h3>\n\n\n\n<p>When it comes to customer orders and deliveries, two-way messaging helps reassure customers about when and how parcels are being delivered.<\/p>\n\n\n\n<p>Not only is this great for customer service, but it reduces the volume of calls you get \u2013 freeing up your team\u2019s time to focus on sales.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" width=\"513\" height=\"356\" src=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/09\/Example-of-SMS-delivery-update.png\" alt=\"Example of SMS delivery update\" class=\"wp-image-27016\" srcset=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/09\/Example-of-SMS-delivery-update.png 513w, https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/09\/Example-of-SMS-delivery-update-300x208.png 300w\" sizes=\"(max-width: 513px) 100vw, 513px\" \/><\/figure>\n<\/div>\n\n\n<h3 class=\"wp-block-heading\">3. Customer support<\/h3>\n\n\n\n<p>For simple support queries, two-way SMS is a great solution to improve your customer experience. Customer call centres can be costly to run, so anything you can do to cut down on queues and service time helps.&nbsp;<\/p>\n\n\n\n<p>With SMS,&nbsp; customers gain a quick and easy way to get the answers they\u2019re looking for, and your support team becomes more efficient.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" width=\"513\" height=\"433\" src=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/09\/Example-of-SMS-customer-support.png\" alt=\"Example of SMS customer support\" class=\"wp-image-27017\" srcset=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/09\/Example-of-SMS-customer-support.png 513w, https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/09\/Example-of-SMS-customer-support-300x253.png 300w\" sizes=\"(max-width: 513px) 100vw, 513px\" \/><\/figure>\n<\/div>\n\n\n<p class=\"has-background\" style=\"background-color:#d1f5f7\">RELATED READING: <a href=\"https:\/\/messagemedia.com\/nz\/case-studies\/netsuite-sms-integration-cuts-customer-support-time-half\/\">Port Networks<\/a>, a US-based telecommunications provider, has reduced support time by 2\u201310 hours per representative and cut queue times to its call centre by 50%.&nbsp;How? They expanded their communications to include SMS-based messaging for technical and support queries.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">4. Sales engagement<\/h3>\n\n\n\n<p>In some businesses, building strong customer relationships during the sales process can help get prospects across the line.&nbsp;<\/p>\n\n\n\n<p>You want to leave a great first impression, and then back it up with ongoing, helpful sales support. Two-way SMS provides an easy way in with new customers.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" width=\"513\" height=\"433\" src=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/09\/Example-of-real-estate-text-message.png\" alt=\"Example of real estate text message\" class=\"wp-image-27018\" srcset=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/09\/Example-of-real-estate-text-message.png 513w, https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/09\/Example-of-real-estate-text-message-300x253.png 300w\" sizes=\"(max-width: 513px) 100vw, 513px\" \/><\/figure>\n<\/div>\n\n\n<p class=\"has-background\" style=\"background-color:#d1f5f7\">RELATED: Palace Property Management spotted a huge communications gap between realtors and tenants. Many tenants missed phone calls or never received their mail\/email about changes to their tenancy. Adding SMS <a href=\"https:\/\/messagemedia.com\/nz\/case-studies\/sms-property-management-improves-tenant-agent-communications\/\">helped them grow 30% YOY<\/a>.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">5. Internal communications<\/h3>\n\n\n\n<p>Two-way texting isn\u2019t just for connecting with customers. You can use it with internal stakeholders, too. It\u2019s a handy channel for important announcements and updates, easily cutting through the noise of email and Slack messages. By giving employees the ability to send and receive messages, it shows you\u2019re listening.<\/p>\n\n\n\n<p>You could use conversational SMS internally to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Onboard new recruits<\/li>\n\n\n\n<li>Manage private chats between employees and direct reports<\/li>\n\n\n\n<li>Send confidential information out to employees<\/li>\n\n\n\n<li>Enable HR to reach all employees with time-critical information<\/li>\n<\/ul>\n\n\n\n<p>At MessageMedia, we use text messages to welcome new staff, send them forms to fill out, and answer their questions about getting started.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How to get started with a two-way SMS service<\/h2>\n\n\n\n<p>You can set up two-way chat through our messaging platform or by <a href=\"https:\/\/messagemedia.com\/nz\/integrations\/\">integrating<\/a> with a tool you already use. Then, you can either set up <a href=\"https:\/\/messagemedia.com\/nz\/features\/automated-sms\/\">automated responses<\/a> or have team members on-hand to reply to customers\u2019 texts. It\u2019s up to you.<\/p>\n\n\n\r\n  <div class=\"cta  bg-light rounded my-4\">\r\n    <div class=\"row justify-content-center align-items-center\">\r\n      <div class=\"col-md-6\">\r\n        <div>\r\n          <h2 class=\"mb-4\">\r\n            Ready to go?          <\/h2>\r\n\r\n          <p class=\"mb-4\">Sign up for a trial and receive 25 free messages.<\/p>\r\n\r\n                      <div class=\"btn-group mb-0\">\r\n              <a href=\"https:\/\/messagemedia.com\/nz\/contact\/\"  class=\"btn btn-secondary btn-sm mb-3  \" >Contact us<\/a>            <\/div>\r\n                  <\/div>\r\n      <\/div>\r\n      \r\n        <div class=\"col-md-6 text-center\">\r\n            <img decoding=\"async\" class=\"img-fluid\" width=\"640\" height=\"535\" src=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2024\/02\/Signup.webp\" alt=\"Image for Ready to go?\">\r\n        <\/div>\r\n          <\/div>\r\n  <\/div>\r\n\r\n  <style>\r\n    \/* todo move this to cta scss *\/\r\n    .longform-content .cta {\r\n      padding: 3rem !important;\r\n      background-color: rgb(235, 238, 240) !important; \/* bg light *\/\r\n      border-radius: 1rem !important; \/* rounded 3 *\/\r\n      margin: 1.5rem 0; \/*my-4*\/ \r\n    }\r\n  <\/style>\r\n\r\n","protected":false},"author":2,"featured_media":38738,"menu_order":49,"template":"","meta":{"_acf_changed":true,"popular":false,"coming_soon":false,"link":"","footnotes":""},"blog_category":[121],"class_list":["post-42762","blog","type-blog","status-publish","has-post-thumbnail","hentry","blog_category-advanced-sms-guides-nz"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>5 Ways Two-Way SMS Helps Grow Your Business | MessageMedia New Zealand<\/title>\n<meta name=\"description\" content=\"Two-way text messaging is an easy way to connect with your customers. Here are 5 examples of how you can use two-way SMS. Check them out. New Zealand\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/messagemedia.com\/nz\/blog\/2-way-sms-chat-relationships\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"5 Ways Two-Way SMS Helps Grow Your Business | MessageMedia\" \/>\n<meta property=\"og:description\" content=\"Two-way text messaging is an easy way to connect with your customers. Here are 5 examples of how you can use two-way SMS. 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