SMS overview

SMS (Short Message Service), also commonly referred to as a text message, is a message that is generally sent from one mobile device to another over a mobile network. SMS messages are short and are easy to create and send, which makes them a popular form of communication. Most mobile users worldwide have access to SMS capabilities and people send more SMS messages than any other form of communication (emails, instant messaging, voice calls). Furthermore, 90% SMS messages are read within minutes of being received. This makes SMS messages a powerful and impactful marketing tool that offers a high level of engagement and accessibility to consumers. The addition of images, GIFs, and videos through MMS (Multimedia Messaging Service) adds further context and visual appeal, creating a dynamic and engaging experience for users.

SMS and MMS are direct, personal, and immediate forms of communication that can reach consumers anywhere and at any time. This makes them ideal for delivering timely and relevant marketing and transactional SMS messages, such as special offers, promotions, and important updates. Since SMS messages have high engagement, you can use them to interact almost immediately with your audience.

With two-way SMS communications, text messaging has evolved into an ongoing conversation between you and your customers. Conversations help you to build a relationship with your customers which in turn leads to increased sales and conversions.

With Blueshift's SMS Studio, you have the ability to personalize and tailor SMS and MMS messages to users throughout their customer journey, providing a superior customer experience. If you are using multiple sender IDs, with Blueshift you can also manage customer subscription preferences individually for each sender ID.

Use cases

SMS messages are commonly used in the following scenarios:

• To reduce missed appointments through automated appointment confirmations, appointment changes, and timely reminders.
• As payment reminders by sending details of balances remaining on loans or other credit arrangements and to encourage customers to renew a subscription or product.
• For tracking orders and returns and hence improving customer experience.
• To conduct a customer satisfaction survey.
• To send a survey to understand customer preferences regarding certain products or categories and then update the customer profile based on the response.
• Send information about promotions, coupon codes, discount sales, and so on.

You can also use an omni-channel approach and integrate SMS messaging with other channels. 

• Allow customers to send an SMS requesting a customer support call back.
• Set up a follow up call with customers who respond with negative feedback during a customer satisfaction survey.
• Send an SMS to customers about documents sent by email, for example a course completion certificate.

Getting started with SMS messaging

To start sending SMS messages, you can either choose your own provider (from the list of supported SMS providers) or choose Blueshift’s SMS Full Service package for your end-to-end SMS requirements. Additionally, since SMS is a highly regulated channel of communication, you should familiarize yourself with the different types of sender IDs and the corresponding laws and regulations you need to comply with.