In today’s digital landscape, businesses are constantly searching for effective ways to engage with their customers. One standout method is through SMS (short message service), which has proven to be highly successful in enhancing business-customer interactions. Let’s explore why SMS is so important today and how GoTo's latest feature launch can help Australian businesses improve customer engagement.
Why SMS?
- High Customer Preference: A recent LivePerson survey found that 87% of consumers worldwide prefer brands that connect their interactions across voice and messaging. This indicates a significant demand for businesses to provide SMS as a communication channel.
- Rapid Response Rates: According to a report from EZ Texting, 90% of customers respond to texts within 30 minutes, with more than half replying in less than three minutes. This response rate is three times faster than Facebook Messenger and six times quicker than WhatsApp.
- Outstanding Open Rates: Gartner highlights that 98% of SMS messages are opened, and as much as 45% of recipients respond. This is a stark contrast to email, which only sees a 6% response rate.
GoTo’s New SMS Feature
Today we're announcing that GoTo’s robust SMS communication features are now available to Australian customers. That means customers in the region can send and receive SMS directly from GoTo Connect and GoTo Contact Center Complete, accessible via desktop browsers and mobile devices. Here are the key benefits:
- Business-Owned Numbers: Messages will display a business-owned number rather than agents' personal mobile numbers. This ensures continuity in customer relations even with staff changes, maintaining retention and loyalty.
- Integrated Omnichannel Communication: SMS messages can be directed to chat queues and allocated to agents for prompt responses, enhanced by AI-based productivity tools. This provides seamless integration with other channels like web chat, Facebook Messenger, and Instagram.
- Enhanced Engagement: Given its high engagement rates, SMS is ideal for capturing survey responses and obtaining immediate feedback on services. This helps businesses understand customer perceptions and improve their offerings.
Leveraging GoTo’s SMS Integration
Businesses can easily incorporate GoTo’s SMS capabilities through two primary methods:
- APIs: Developers can leverage GoTo APIs to integrate SMS functionality into their custom applications.
- Marketplace Integrations: GoTo offers off-the-shelf integrations available in our marketplace, simplifying the process for businesses to adopt SMS communications.
GoTo's SMS functionality includes powerful business automation tools, such as automating responses based on specific call conditions defined in our award-winning Dial Plan Editor. In addition, customers will be able to capture and analyze the sentiment of SMS conversations to gain insights into customer interactions.
The launch of SMS in Australia is just the beginning. We're also gearing up for the regional release of GoTo Customer Engagement, an AI-powered SMS campaign platform, in the coming months. The platform will further empower businesses to create personalized, effective SMS campaigns that drive customer engagement and satisfaction.
SMS is a powerful tool for businesses aiming to enhance their customer engagement. With GoTo’s new SMS feature, Australian businesses can leverage this high-response, high-preference communication channel. Whether through seamless integration or utilizing advanced business automation tools, GoTo’s SMS capabilities promise to elevate customer interactions and satisfaction to new heights.
Helping our Partners Succeed
GoTo's Partner Network is pivotal to our success, and smart product development is crucial for our Partners to grow their business and retain their customers. The release of SMS in Australia is not only a reflection of market trends, but also a direct result of meeting with our Partners to understand which products and features their customers need to succeed in the region.
