Choosing an SMS provider is an important decision because the success of your campaign / processor implementation depends on it. But the thing is that how to make a good choice of SMS provider while having so many options? In this article, we will discuss the sms chat offer and how to select the best sms chat for you according to your project. In the theme of SMS, there are different routes, to know which one to use for your project consult the section, which SMS route is the one that suits me best?
Characteristics of an sms chat:
Type of sender for sms chat:
- The prices of SMS routes vary according to the type of sender that appears to your customers. There are 4 types of senders:
- National long number
- Foreign long number
- Short number
SMS chat long national sender appears with a 10-digit sender. The person who receives the message can have it registered on their agenda or not. If you have it registered in your agenda, it will appear as a message from your contact and, if not, as a 10-digit number. This type of sender is used a lot in a collection, in double-step verification, in the confirmation that a certain process has ended and in internet solutions of things among others.
SMS chat with foreign senders use foreign numbers to reach the recipient. This type of senders is used for the same as nationals, although they are not recommended because crossing international borders have a low percentage of completion. SMS with a short sender, comes with a number of 3 to 6 digits that can only be granted by carriers to campaigns previously validated with them, which gives greater certainty to users. They are used for banking transactions, operations that require certainty or security.
Finally, the masked sms chat is the one that instead of numbers brings the name of the company. It is used for brand presence and banal transactions among others. Its only disadvantage is that a masked SMS message cannot be answered, it is only 1 way.
- Way SMS or 2-way SMS. There are services that only send the message and do not allow receiving answers; these services are called 1-way. There are others that allow you to receive answers; these are called 2-way. 1-way services are recommended for SMS campaigns that do not require responses. Examples: double step verification campaigns, process closure confirmation, etc. The 2-way campaigns are recommended if you want to interact with the customer via SMS. Example: marketing campaigns, collections, satisfaction surveys, promotions, order picking.
- Conversational SMS A next stage to the SMS 2 way is the conversational SMS or sms chat. This service allows the company to converse with the client either through a chat with human agents, or a bot, or a combination of both. The agent chats with the client as if he were in a web chat, the client chat with the agent from his well-known SMS tray. For the client, the experience feels similar to WhatsApp messaging tools. Some platforms have advanced conversational SMS services such as canned responses for agents, multimedia handling through the sms chat channel and metrics of conversations attended by agents, service levels, etc.
- Delivery speed: Transactional SMS. There are campaigns for which it is critical that the delivery of the message is made in seconds or milliseconds of having made the request. Examples of these services are anti-fraud alerts (when paying with a credit or debit card and an SMS is immediately received confirming the purchase) or OTP (one-time password) that serve to customers enter a service temporarily, or 2-way-verification services (verification of two steps) used to verify the identity of the user to verify that in addition to knowing the password, has access to the owner’s cell phone account. In all these cases it is essential that the SMS arrive in a few seconds of your request for the process to be completed successfully, these cases require the transactional SMS route.
SMS with multimedia: The SMS with multimedia is called MMS (multimedia message service). It works very well for 75% of telephones (not 100% as SMS) and allows to provide more information to the message such as graphics, audio, and video.
As in other projects related to the telco industry, it is very important to size the maximum SMS sending capacity that is required per hour or per minute, to choose the right provider. If the project is small (only hundreds or thousands of messages a day) it is very likely that any provider can take them forward. But if the project is hundreds of thousands or millions of messages per month, it is important to verify that the provider has the correct capacity to send these volumes, since choosing a limited provider damages the strategies in times or schedules.
SMS bot: Another tool that has become very popular since the beginning of 2017 is the “bots” or robots that can interpret text and react according to it. They are the equivalent of virtual assistants for the client. It is estimated that bot service replaces much of the attention via apps in the next 3 years.
SMS bot with artificial intelligence: Artificial intelligence and deep learning are advancing by leaps and bounds, and now it is feasible to add Deep learning to conversational bots. These functionalities allow a great increase in productivity in certain processes and an improvement in the customer experience, but they are only available in the most advanced SMS providers.
SMS with the short league: Some providers allow you to generate a short personalized link in each message that can send you to a microsite, generate a call-back call, or send you a video, also keeping track of how many SMS recipients clicked on the link, from what type of phone, with what operating system and since IP, for the subsequent segmentation of the campaign.
SMS workflow: Finally, there are SMS platforms that allow the generation of SMS workflows (sequences, or workflows), either natively on the platform or through integration with third parties. These flows are useful in those processes where the SMS interacts with other media and you want to create a contact strategy or customer journey.