{"id":48743,"date":"2021-08-12T09:35:29","date_gmt":"2021-08-12T16:35:29","guid":{"rendered":"\/us\/en\/blog\/?p=48743"},"modified":"2024-06-19T00:43:20","modified_gmt":"2024-06-19T07:43:20","slug":"why-do-i-need-high-volume-sms","status":"publish","type":"post","link":"\/us\/en\/blog\/why-do-i-need-high-volume-sms\/","title":{"rendered":"Why do I need high-volume SMS?"},"content":{"rendered":"<p><strong>Highlights:<\/strong><\/p>\n<ul>\n<li aria-level=\"1\">Research indicates that a majority of customers want the ability to text your business to connect with you<\/li>\n<li aria-level=\"1\">High-volume SMS means that companies can send text messages to many people at once<\/li>\n<li aria-level=\"1\">The right contact center software enables high-volume SMS and incorporates it seamlessly into your workflows<\/li>\n<\/ul>\n<hr \/>\n<p>One of the benefits of modern <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact centers<\/a> over traditional call centers is that today\u2019s contact centers offer multiple channels to connect with customers. One of those channels is SMS.<\/p>\n<p>In this article, we\u2019ll explore why you need SMS for your contact center, with an emphasis on high-volume SMS. We\u2019ll also discuss how to implement it at your contact center with some SMS best practices.<\/p>\n<h2 class=\"heading h2\">Why do you need contact center SMS?<\/h2>\n<p>Contact center SMS is an important channel because it enables companies to connect with customers quickly and cost-effectively. Companies can send text messages to customers (more on that later), and customers can text companies to reach their contact centers with questions or comments.<\/p>\n<p><a href=\"https:\/\/www.icmi.com\/resources\/2015\/8-reasons-why-contact-centers-should-offer-texting\">Research from Harris Poll<\/a> reveals that 64% of customers want to text your business, while 44% of them would prefer texting with an agent to sitting on hold. Moreover, 23% of customers said they\u2019d be loyal to a company that uses SMS to communicate with them.<\/p>\n<h2 class=\"heading h2\">What is high-volume SMS?<\/h2>\n<p><a href=\"https:\/\/www.ringcentral.com\/whyringcentral\/company\/pressreleases\/ringcentral-announces-fully-integrated-high-volume-sms-services-for-rapid-business-communications.html\">High-volume SMS<\/a> means that companies can send text messages to many people at once. It uses application-to-person (A2P) technology. With A2P, an application queues up a message to thousands of customers and sends it out on a specified date and time.<\/p>\n<p>You don\u2019t need to purchase or program a separate number to send out large quantities of text messages \u2013 the application uses your existing number or extension. As a result, your company saves time and money to reach customers.<\/p>\n<h2 class=\"heading h2\">Why does your contact center need high-volume SMS?<\/h2>\n<p>With high-volume SMS, you can reach all of your customers at the same time. There are a variety of use cases for A2P messaging:<\/p>\n<ul>\n<li aria-level=\"1\">Mass-marketing (for example, sending customers promo codes for upcoming sales)<\/li>\n<li aria-level=\"1\">Automated messages or reminders<\/li>\n<li aria-level=\"1\">Notifications<\/li>\n<li aria-level=\"1\">Surveys or polls for customers<\/li>\n<li aria-level=\"1\">Chatbots<\/li>\n<li aria-level=\"1\">Two-factor authentication for account access<\/li>\n<li aria-level=\"1\">One-time passwords for new customers<\/li>\n<\/ul>\n<p>It\u2019s also important to note that SMS messages are a highly effective way of reaching customers. Text messages have a <a href=\"http:\/\/mobilemarketingwatch.com\/sms-marketing-wallops-email-with-98-open-rate-and-only-1-spam-43866\/\">98% open rate<\/a>, whereas the open rate for emails is around 20%.<\/p>\n<h2 class=\"heading h2\">How can you implement high-volume contact center SMS?<\/h2>\n<p>The answer lies in choosing the right technology. <a href=\"https:\/\/developers.ringcentral.com\/guide\/messaging\/sms\/high-volume\/sending-highvolume-sms\">RingCentral\u2019s contact center software<\/a> allows companies to send thousands of messages to customers at once. Users can send messages through RingCentral, so they don\u2019t have to involve the IT department.<\/p>\n<h2 class=\"heading h2\">High-volume contact center SMS best practices<\/h2>\n<p>Putting high-volume contact center SMS technology in place is the first step to ensuring you reach your customers in a cost-effective, efficient way. The second step involves implementing SMS best practices for messaging success.<\/p>\n<p>These SMS best practices include:<\/p>\n<ul>\n<li aria-level=\"1\">Consider compliance<\/li>\n<li aria-level=\"1\">Track responses<\/li>\n<li aria-level=\"1\">Be clear as to why you\u2019re texting<\/li>\n<li aria-level=\"1\">Keep the message short and sweet<\/li>\n<li aria-level=\"1\">Provide value in every message<\/li>\n<li aria-level=\"1\">Don\u2019t text too often<\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-48744\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/08\/working-on-a-laptop.jpeg\" alt=\"Working on a laptop\" width=\"929\" height=\"620\" \/><\/p>\n<h2 class=\"heading h2\">Consider compliance<\/h2>\n<p>When you\u2019re sending text messages at scale, consider compliance with existing local and federal rules about communicating with customers. There are also <a href=\"https:\/\/www.ctia.org\/the-wireless-industry\/industry-commitments\/messaging-interoperability-sms-mms\">industry guidelines<\/a> in place to prevent customers from receiving unwanted communications from companies.<\/p>\n<p>This is where choosing the right contact center SMS solution comes into play. RingCentral\u2019s A2P messaging complies with restrictions and guidelines to ensure that only customers who have opted in receive messages from you.<\/p>\n<h2 class=\"heading h2\">Track responses<\/h2>\n<p>Let\u2019s say you send a mass-message, and 10% of recipients decide to opt out. You need to keep track of those opt-outs for compliance purposes so you don\u2019t message those people again and irritate them.<\/p>\n<p>Again, the right contact center SMS solution is critical here. It tracks opt-outs and opt-ins so you know who to target (and you stay compliant with regulatory requirements).<\/p>\n<h2 class=\"heading h2\">Be clear as to why you\u2019re texting<\/h2>\n<p>Have you ever received a text from a wrong number? You don\u2019t understand who the text is from or why that person has texted you. The same principle holds true when you\u2019re using high-volume contact center SMS: customers want to know <a href=\"https:\/\/blog.burstsms.com.au\/l6-outbound-sms-marketing\/\">who you are and why you\u2019re texting them<\/a>.<\/p>\n<p>When sending text messages, state who you are at the beginning of the text (for example, \u201cIt\u2019s your favorite restaurant\u201d) and make it clear as to the text\u2019s purpose (\u201cWe\u2019re texting you with a 10% off coupon\u201d).<\/p>\n<h2 class=\"heading h2\">Keep the message short and sweet<\/h2>\n<p>In addition to clarity, <a href=\"https:\/\/www.activecampaign.com\/blog\/sms-marketing-best-practices\">brevity<\/a> is crucial for high-volume contact center SMS.<\/p>\n<p>There\u2019s a reason SMSes have a higher open rate than emails: text messages are meant to be short and to the point. When you open an SMS, you expect to receive a brief message (ideally, one that leads you to act quickly). If you send SMS messages that are longer than 160 characters, they\u2019ll be divided into more than one message, which might serve to annoy customers rather than inform them.<\/p>\n<h2 class=\"heading h2\">Provide value in every message<\/h2>\n<p>Before you even compose your message, ask yourself, \u201cDoes this deliver value to my customers?\u201d<\/p>\n<p>\u201cValue\u201d means that your customers are getting something meaningful out of the text message. For example, a notification that a book is due back at the library is valuable \u2013 no one wants to pay fines.<\/p>\n<p>In addition, value is delivering on, or <a href=\"https:\/\/www.disruptiveadvertising.com\/marketing\/mass-text-messaging\/\">exceeding expectations<\/a>. If you tell customers you\u2019re going to text them coupons two times a month, you need to do what you say you will. Otherwise, customers will rightly think all you can offer is empty promises, and they won\u2019t want to do business with you.<\/p>\n<h2 class=\"heading h2\">Don\u2019t text too often<\/h2>\n<p>Another one of the SMS best practices companies should remember is not to text too often. \u201cToo often\u201d depends on what your customers have signed up for: if they\u2019re expecting a daily text with a coupon, don\u2019t send more than one coupon per day.<\/p>\n<h2 class=\"heading h2\">Reap the benefits of high-volume contact center SMS with RingCentral<\/h2>\n<p>RingCentral\u2019s contact center software allows you to <a href=\"https:\/\/www.ringcentral.com\/apps\/high-volume-sms?utm_source=app-gallery&amp;utm_campaign=featured\">send high-volume SMS<\/a> to customers in a cost-effective and quick way. You don\u2019t need to invest in another number or send out mass-messages manually; it\u2019s easy and fast with RingCentral. To learn more about high-volume contact center SMS, <a href=\"https:\/\/www.ringcentral.com\/view_demo_cx.html\">get a demo.<\/a><\/p>\n<section class=\"show-demo\">\n<div class=\"title\">\n\t\t\tReap the benefits of high-volume contact center SMS\t\t<\/div>\n<div class=\"flex-container button-container {{ $description ?: 'spacing' }}\">\n<div class=\"flex-container description\">\n<div>\n\t\t\t\t\tLearn more about high-volume contact center SMS\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"button-wrapper\">\n                                            <button onclick=\"window.open('https:\/\/www.ringcentral.com\/view_demo_cx.html', '_blank'); return false;\" class=\"show-demo-button\" data-dl-name=\"show-demo\" data-dl-element=\"button\" data-dl-additional-info=\"show demo button\" data-no-auto-dl=\"true\">Get a Demo<\/button>\n                                    <\/div>\n<\/p><\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Highlights: Research indicates that a majority of customers want the ability to text your business to connect with you High-volume SMS means that companies can send text messages to many people at once The right contact center software enables high-volume SMS and incorporates it seamlessly into your workflows One of the benefits of modern contact &#8230;<\/p>\n","protected":false},"author":29,"featured_media":48746,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-48743","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Why do I need high-volume SMS? | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"High-volume SMS is crucial to communicate with your customers in a cost-effective and quick way; 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