There’s no doubt that effective customer communications drive loyalty and satisfaction—and ultimately improve the bottom line. And while email, social media, and phone channels remain important drivers, SMS is an impactful tool that businesses should not overlook.
Data also increasingly shows SMS is how customers want to interact with the businesses they frequent. This is why RingCentral is pleased to offer an API or out-of-the-box app that allows businesses to send up to 250,000 text messages a day—and as many as 10,000 unique messages within a single API request—by working with the carriers to ensure messages go directly to customers’ phones without getting blocked.
Text vs. email: The attention advantage
Ask any marketer who has ever lamented over low open rates; it’s tough to connect with consumers over email. But that’s a barrier that doesn’t exist with SMS: according to research, open rates for SMS are a whopping 98%, compared to just 20% for email. That means that while one in five recipients might open an email offer, virtually everyone will see that same message if it arrives via text message.
SMS open rates are a whopping 98% vs. only 20% for email
Perhaps it’s the perceived endless deluge of email, or maybe it’s how little time it takes to check and respond to a text, or maybe it’s that the rush of receiving a text activates the reward centers in humans’ brains, causing a pleasurable rush. But both consumers and marketers alike have favorable sentiments about SMS:
- 75% of people say they’d be happy to receive an offer via SMS
- 64% say they have more positive sentiments about companies that offer texting as a service channel
- 65% of marketers say SMS is a “very effective” channel
Ultimately those good feelings translate into action: the response rate for texts is 7.5 times higher than that of email.
SMS in action across sectors
SMS messaging offers applications across sectors and industries, providing a direct and immediate pathway to consumers’ attention. From flight booking and status notifications to text fraud alerts from banks to two-factor authentication on e-commerce apps, SMS is effective at cutting through the noise and demanding attention and action.
In retail, sending texts about promotions and in-store coupons—whether a Black Friday promotion or a discount for opting in to text messages—often makes those offers more actionable: one study found that one quarter of consumers will redeem a texted coupon within three days of receipt. Redemption goes up to 60% within a week of SMS couponing. And the relationship-building benefits of receiving an SMS offer can be even longer lasting: about seven in 10 consumers say they’ll sign a retailer or brand’s marketing list after receiving an SMS coupon.
The applications for SMS go far beyond shopping. In healthcare, for example, SMS has become a useful tool for confirming and reminding patients about appointments, as well as for contact tracing and screening for COVID-19—an endeavor that can require thousands of texts a day for busy healthcare facilities.
In the education and non-profit sectors, SMS has opened up a direct and personal channel that can deepen engagement and participation. Teachers can use SMS to streamline communications, such as assignment reminders and other notifications, between students and parents. For non-profits, sending a personal message directly to a supporter’s phone can help to maintain awareness and a feeling of connection to the cause at hand.
Streamlining customer communications with RingCentral
What makes high-volume SMS especially effective is not just that consumers like and will respond to texts. It’s also easy and cost-efficient to scale communications to thousands of people at once, driving high ROI.
With RingCentral, you can send out thousands of targeted or bulk messages at a time using your RingCentral business number—our programmatic API supports up to 10,000 messages in a single request, and 250,000 messages a day, at a cost of $0.007 a message, with no passthrough carrier fees and lower than other leading vendors.
Furthermore, RingCentral High Volume SMS adds an impactful tool to the mix—without adding complexity: it works off our existing platform, allowing you to send texts from your existing business phone number (or any extension), and doesn’t require bringing on a new vendor or managing a separate bill each month. Best of all, it’s easy to get started using our pre-built app or SDKs for Java, Python, Ruby, C#, and PHP.
It’s time to up your impact with RingCentral High Volume SMS. Learn more here.
Originally published Apr 05, 2021, updated Apr 08, 2021