Load One - Blog #sms

10 Reasons Why Conversational Marketing Should Be Your Next Focus

Wed, 18 Nov 2020 09:00:22 +0800

Business can be hectic and busy; sometimes it can be challenging to look past the day-to-day activities and plan ahead. However, looking forward to the future and taking steps to keep in pace with your market is important.

Conversational marketing--specifically the use of artificial intelligence in responding and conversing with your customers in real-time--is the latest trend that's worth a look, no matter what industry your business is in.

If you haven't given much thought to using chatbots and SMS to build a relationship with your customers, we've collated 10 reasons why you should consider them as your next focus in growing your business.

Reason #1 - Get Mobile

SMS and chatbots are innately mobile-friendly. When consumers spend up to 5 hours per day on their phones, it's important to be where your customers are. SMS is always present; chatbots are becoming more and more ubiquitous; and messaging apps are some of the highest-used apps today.

Reason #2 - Bots for Everyone

Gone are the days when automated bots are used purely for transactional purposes. Recently, more and more informational and utility bots are going live, from delivering curated news to managing your kitchen for you.

Reason #3 - Higher Effectivity

Conversational channels like SMS and messaging have higher open rates than traditional email. Email only has a 15%-20% open rate, while 90% of text messages are read within 3 minutes of receipt. Chatbots, on the other hand, have a 70%-80% open rate themselves.

Reason #4 - Availability

It's important to be available and responsible to your customers, whether you're in retail or service industries. It's good to know that 53% of buyers are also more likely to buy from a business that they can communicate with through messaging. Otherwise, they may opt to purchase from other businesses who have channels available to them.

Reason #5 - Recover Lost Opportunities

It's also easier to recover abandoned carts with chatbots or SMS. The best practices surrounding recoveries encourage an attempt to reach your customer within an hour of cart abandonment; if they're not reading their email, what's the point? A well-timed SMS or chatbot message can help; what's more, a friendly message just before they leave your site might help if they only need a little more information to complete their purchase.

Reason #6 - Online All the Time

When 60% of online purchases happen during the evenings or weekends, it might be a challenge to maintain a support team to handle the influx of questions and order management that inevitably happens during these off hours. Instead of paying overtime fees and having support staff work long hours, an automated chatbot that can handle common queries can help both with support questions and sales.

Reason #7 - Automation

Automation can help businesses immensely when it comes to cost efficiency and maintaining a quality level for all interactions. While one cannot do away with human agents, 20% of all conversations between businesses and customers can be fully automated; and for 50% of messages, humans agents come into the conversation only when needed. This results in more time for your human agents to address more complex issues.

Reason #8 - Preference Trends

Millenials can be highly self-service-oriented. In fact, 65% prefer to go online to get support rather than speak to staff in store or talk on a phone. In addition to saving time and resources by allowing them to find their own answers through conversing with an AI-powered bot, you help address their issues in the method they prefer, which results in higher approval ratings and better customer experience.

Reason #9 - Aftersales and Support Improvements

Many people may be worried about chatbots "taking over" their jobs, when it comes to customer support and sales agents. However, this isn't the case: AI-powered solutions and human agents are best deployed to complement each other's tasks. Implemented correctly, the use of chatbots can free up time for beleaguered support staff to allow them to work on more complex issues and provide a better, more satisfactory experience to cases that need it the most.

Reason #10 - Brand Building

Bots are more personal than social media or email. Done well, bots can encourage a good relationship between your business and your customer. After all, humans can end up projecting human characteristics on chatbots and positive feelings can go a long way toward solidifying brand loyalty.

There's No Better Time Than Now

Whether you're maintaining your bottom line or actively growing your business, a strategic conversational marketing plan can help you achieve your goals. Cost efficiency and customer experience improvements are only the tip of the iceberg when it comes to the benefits of a well-deployed plan.

Whether your plan employs SMS, chatbots, or a bit of both, an early start can help you maximize the perks it can bring. Start small, and start today.

How to Convert Your Email List to SMS Subscribers [Tips]

Wed, 30 Sep 2020 09:00:00 +0800

If you're planning to start focusing on SMS marketing, you're on the right track. SMS is a great channel to reach customers, especially here in the Philippines. 159% of the local population have mobile phones--that's more than half owning two phones!

It might be daunting to start. But if you already have an email list, you've got the beginnings of a great SMS subscriber list. You've already put in the work to build your email list. Your email subscribers are already interested in your brand. They're the best people to start with in moving forward into SMS lists.

Use your list to your advantage--you don't have to start from scratch!

Here are a few things to keep in mind to help you convert your email list to loyal SMS subscribers:

Tell Them The Benefits

Be clear in your email what they can get out of subscribing to your SMS list. There should be a clear difference between having only an email subscription (definitely a valid option!) or changing into an SMS subscriber (or maybe even both!).

Since SMS have fast open rates (90% of text messages are read within 3 minutes of receipt) compared to email, perhaps super-hot limited-stock deals will be exclusive for your SMS subscribers. Maybe SMS subscribers get personalized deals depending on the nearest branches to them.

Whatever your offer is, make sure you clearly state what's in it for them.

Set Expectations

You should let them know how often you plan to send messages, and what kind of messages they can expect to get. Don't tell them you'll get them exclusive deals, but they later find out it's open to everyone. Or that you'll send them messages twice a month but they end up getting a message every week.

SMS is by nature more intimate than email marketing. Don't betray their trust in you by spamming them and ignoring expectations.

Make Signups Easy and Hassle-Free

Don't make things harder for them to sign up. Give them different ways to sign up -- keyword shortcodes work, but make an online method available to them as well. After all, 46% of emails are opened on mobile phones, so they're likely to be able to quickly sign up with a form rather than typing out numbers on a text message.

Look into website forms or even automated chatbots that can get your customer's data and integrate it with your SMS solution. Maybe you can even just have them reply to your email--many successful email campaigns employ more personalized tactics to great effect.

Start On the Right Foot

Not everyone will want to move into an SMS subscription list, and that's okay. What's important is that you are able to provide a better experience to those that do, without harming the experience of your other customers.

If you have a clear benefit to "upgrade" their subscription, set expectations, and make signing up as easy as possible, you'll get subscribers who are excited to be on your SMS list. Build on their experiences and move forward.

7 Ideas to Start and Grow Your SMS Subscriber List

Wed, 23 Sep 2020 09:00:00 +0800

Many people think that SMS as a marketing tool is outdated and old-fashioned. It's underutilized and often forgotten, with more focus placed on online advertising, email lists, and other tactics.

But a channel that has an open rate anywhere from 82% to 98% can't be ignored. Especially here in the Philippines: with 159% mobile connections compared to the local population and 14% don't even have data connectivity, the reach SMS can bring you is well worth a shot.

It's never too late to start your own SMS subscriber list for your business. We've got seven great ideas that you can use if you're starting your list, or if you need help growing it.

Promise and Deliver VIP Treatment

People love feeling like a VIP. Getting exclusive rewards and promotions, breaking news, early access to products and services--all of these are great hooks to get your customers to opt into your SMS list. The promise of having exclusive deals can be very attractive to your customers.

But make sure you deliver. Don't promise something and end up spamming your subscribers with unrelated messages or promotions.

Reward Subscribers On Signup

It's important to start off with a bang. An instant promotion or reward when your new subscribers sign up gets you off on the right foot.

You can also look into rewarding your subscribers the longer they stay signed up with you. Try scheduling sending rewards to your subscribers on the anniversary of their signing up with you. They'll be delighted and possibly tell friends of the surprise you had in store for them.

While we're talking about telling friends...

Start a Referral Program

A great way to grow your list is having a referral program in place. Your subscribers can be some of the best promoters of your brand and products: if you can offer them incentives to share your list with their friends, you might get a steady stream of new signups.

You can do something super simple such as a one-time reward for signups, or an ongoing points system. Make sure it matches the product and brand you're promoting.

Use Existing Checkout or Signup Forms

If you've got an online shop, try to maximize the use of your current forms for signing up and checking out. They're already on your website and giving you information -- why not use that to get more subscribers?

A simple checkbox at the end of the form that customers can check if they want to be signed up to your SMS subscriber list is all it takes.

Get Opt-Ins from Previously Collected Phone Numbers

Don't forget that you probably already have a number of previously collected phone numbers from past orders and customers. While you cannot immediately sign them up to your new SMS subscriber list, you can send them a one-time message inviting them to opt in.

Make sure you explain why you're contacting them now, and how they can continue to hear from you if they wish. You can use keyword opt-ins for this as well. For example:

You gave us your number for an order before.
We started sending exclusives to SMS
subscribers recently, do you want to hear
about them? Reply Y or N

Promote on Packaging and Receipts

Don't underestimate how effective printing your SMS subscriber list call to action on your product packaging and receipts.

It's something you have great control over, so why not maximize that space that your customers can see? Check out Papa John's invitation for reviews via mobile:

Source: https://mobilemarketingmagazine.com/papa-johns-brings-customer-feedback-to-pizza-boxes-with-sms-and-qr-codes/

Combine Facebook Ads and a Chatbot with Automatic SMS Opt-In

Everyone's on Facebook, and Facebook Ads can be a great way to extend reach. Facebook Click-to-Messenger Ads can send your ad's viewers directly to Messenger to chat with you, which is an added touch of intimacy with your potential customer.

You can then use a Messenger chatbot to have an interactive conversation with your customer, and sign them up to your SMS subscriber list during their conversation.

Get Started Now

SMS may be a little more traditional than your usual marketing channels, but handled correctly, your subscribers may become one of your most loyal and active customers. But your subscriber list won't grow without some work.

Take your pick, or use all of them:

Promise and deliver VIP treatment.
Reward subscribers upon signup.
Start a referral program.
Use existing checkout or signup forms.
Get opt-ins from previously collected phone numbers.
Promote on packaging and receipts.
Combine Facebook Ads and a chatbot with automatic SMS opt-in.

You can get started with your SMS subscriber list anytime. But the longer you wait, the longer before you can harvest the great returns a great marketing strategy can give you.

Great Ways to Use SMS in 2020

Wed, 02 Sep 2020 09:00:36 +0800

SMS is a great channel when you want to reach your customers. Everyone who has a mobile phone (159% here in the Philippines--many own two!) have access to SMS, while only 86% have data connectivity.

Plus, SMS has high open rates -- anywhere from 82.1% to 98%, in fact. Many people have notifications set up for SMS, because they typically expect important information and updates to come through via SMS. Even better, 90% of SMS messages received are read within 3 minutes. Compare that to email that has only a 15-20% open rate!

SMS is not dead. It just needs to be used wisely and effectively to make sure people don't send UNSUB when you start sending your campaign texts.

We've got some interesting ideas you might want to use for your next campaign.

Offer Time-sensitive Mobile Exclusives

Everyone wants a good deal, and the people who have signed up for your mobile subscriber list are no different. Better yet, you need to give them a really good reason to stay and keep opening those texts you send them.

How?

Send them irresistible, time-sensitive exclusives via SMS. Perhaps hold a flash sale until 5pm with a valuable freebie or significant discount. Limited editions with limited stock are great incentives for people to order quickly and via SMS.

Make sure they see the urgency in your SMS copy: if they don't act now, the chance to snag a great deal is gone.

Raise Convenience by Offering Quick Order Features

If your business is one that customers typically return to order the same things, giving your customers the power to quickly order something via SMS is a great idea.

In the US, Domino's Anyware initiative allows patrons to order pizza just by texting a Pizza emoji. It’s a great initiative and one that you can do locally.

Own a coffee shop with regulars coming in every day to order? Let them quickly send a text message to alert you they’re coming in, and they can get their coffee fix as soon as they come in.

Do you sell specific grocery staples that need regular replenishment? Let your suki drop you a quick emoji and they get their staples delivered to them instantly.

Ask Receivers to Present OTP for Security

Ecommerce is all the rage these days. Everyone is buying things online and getting their goods delivered straight to their doors. At the same time, many are still hesitant and wary about online shopping for fear of losing their purchased goods.

Take a leaf from local courier Gogo Express. Recipients are required to provide an OTP code to receive their parcels -- ensuring that the parcels are released to the right people. This not only ensures where parcels go, but also gives people peace of mind when it comes to sending or receiving their items.

For the best online ordering flows, asking customers to confirm their contact details via OTP is a great way to signal that you’re serious about giving them the service they deserve.

Hold Exciting Competitions

Holding a contest in your SMS subscriber list can raise engagement and tell your subscribers the value of keeping an eye out on your messages. Similar to giving them mobile exclusives, holding these contests must be time-sensitive.

It’s also best to encourage them to respond to your SMS messages to participate, rather than visit a separate webpage -- remember, many may not have access to data when they get your message.

Provide Order Confirmations and Reminders

Giving your customers peace of mind when they order or set up an appointment with you is a no-brainer. SMS is a classic avenue for that, and with its high open and read rates, cannot be left off this list.

Whether you confirm orders or ask them to provide an OTP to confirm their mobile number, the acknowledgement that you have received their order and are working on it will give them peace of mind and raise their anticipation for their order.

Conclusion

It’s important to retain the trust of your subscribers when dealing with your SMS campaigns. Massive text blasts should be a thing of the past--don’t alienate them by sending inappropriate offers and messages.

If they see that your text messages are of good value to them, they’ll stay on and look forward to hearing from you. An engaged list can do wonders for your business--take care of them, and they’ll take care of you.

3 Reasons To Use SMS Marketing in 2020

Wed, 29 Jul 2020 09:50:48 +0800

With the first text message sent in 1992 and launched widely in the Philippines in 1998, Short Message Sevice (SMS) almost feels like ancient technology. It's normal to think twice about how relevant SMS is over 20 years later. Many millenials don't even give friends and contacts their phone numbers, opting for digital messaging on social media channels instead for communication.

However, it's possibly because of this that SMS remains a strong channel to reach customers. While many people have mobile phones (there are 159% mobile connections compared to the local population--many Filipinos own more than one mobile phone), not everyone will have data--locally, only 86% have data connectivity.

Source: https://datareportal.com/reports/digital-2020-philippines

SMS marketing has previously been seen negatively due to the harmful practices of untargeted, invasive SMS blasts. However, a careful and thoughtful approach to using SMS to approach your customers will be beneficial to any business. Combining SMS with other marketing tools like email or digital messaging can provide a reliable, scalable communication experience to your customers.

Not yet convinced? Here are 3 reasons to start using SMS marketing in 2020.

Reason #1 - SMS has High Open Rates

Email, one of the most popular communication tools in marketing, only has a 15-20% open rate, while text messages are opened anywhere from 82.1% to 98%. You would sooner find people with zero unread text messages than zero unread email, and for good reason.

Text messages are shorter and more straightforward, easy to skim and take action on if needed. People give their mobile numbers only to select individuals, making it a more intimate medium.

Of course, this intimacy also means recipients are more sensitive to breaches of trust when it comes to SMS. They are more likely to be irritated with unwanted and unsolicited messaging.

Reason #2 - Fast Delivery

An SMS call to action is quick to write and finish--after all, you only have to worry about the words and the message length. There are no designs to sign off on, or additional media you need to provide.

But SMS is also fast when it comes to results--90% of text messages are read within 3 minutes of receipt. Potentially 90% of your recipients have seen your offer and taken action on it. That’s an unprecedented number for any marketing tool.

Reason #3 - Encourages Two-Way Interactions

SMS is intimate and designed for two-way interactions. This is perfect for when your business needs quick confirmation, like for appointments and reservations. Your recipients are already in the frame of mine to address a text message, and you can leverage that with thoughtful updates.

Businesses can use this in more ways than providing delivery updates and reservation confirmations. Perhaps offering mobile exclusives can help build a loyal audience (as long as recipients have opted into your offerings). Building more intimate relationships will help you retain and grow your customer base.

Don’t Ignore SMS in 2020

SMS is the often-overlooked tool in any marketer’s arsenal. Don’t let its plain looks and mature years fool you: it is a strong contender for any business looking to maximize its marketing tactics.

Its high open rates, fast delivery, and great engagement is unprecedented for marketing channels. Discerning businesses who harness SMS marketing well will see long-term benefits to customer loyalty.