Conversational Text Messaging (Use Cases & Benefits in 2023)

Conversational text messaging is a game-changer for businesses exploring new ways to engage prospects and run high-converting marketing campaigns.

What is conversational text messaging?

Conversational text messaging takes your SMS marketing to the next level. Rather than distributing messages in bulk, conversational SMS messaging enables you to personalize your communication with prospects and start meaningful conversations.

When you bring a personal touch to your communication with prospective customers, this can help to inspire confidence in your brand and drive conversions. If your marketing efforts are failing to engage those in your target market, you should consider leveraging the power of conversational text messaging.

While many marketers rely on tried-and-true marketing channels, such as email, to engage potential customers, these channels are increasingly saturated. To cut through the noise and engage your target audience, you should consider underutilized and overlooked marketing channels, such as SMS.

Here are a few key statistics to consider:

• 83% of consumers would like to receive booking appointments via text.

• 60% of consumers want to reach support via messaging.

• Millennials and Baby Boomers spend about 5 to 6 hours on their mobile phones.

• Retailers increased their spending on SMS platforms by 56% in 2020.

Before we go any further, let's establish the key difference between conversational SMS and standard SMS business messaging.

Conversational SMS vs standard SMS business messaging

The emergence of conversational technology is helping to reimagine the possibilities of SMS marketing. You can think of it as the next generation of SMS marketing - enabling businesses to leverage automation in their efforts to provide personalized and effective customer experiences.

Conversational SMS utilizes digital technology to facilitate two-way conversations. If you're trying to streamline your workflows and ability to deliver exceptional customer experiences, it's time for your organization to unlock the benefits of SMS business messaging using conversational technology.

Outbound fire-and-forget messages are a thing of the past. These box-standard messages often fail to drive conversations because they do not engage prospects in a meaningful way. Harnessing the power of digital solutions, businesses can design conversational messaging to suit their needs.

With the right conversational solution, teams can blend engagement with a live agent into each customer journey. Using natural language processing technology, your team can deliver personalized experiences every time - helping convert leads faster, increase response rates, and boost sales.

How can SMS texting boost customer engagement?

SMS texting can help to boost customer engagement through personalized experiences. Businesses can use conversational text messaging to craft highly-relevant campaigns that are designed to resonate with their target audience.

Conversational text messaging can keep prospects engaged throughout the entire buying process by providing them with a variety of ways to respond. With the right conversational solution at your disposal, you can send SMS messages that prompt fast responses from prospects.

Why is SMS messaging underleveraged by marketers?

SMS messaging is often overlooked as an effective marketing channel capable of driving conversions and developing customer relationships. Despite the immense amount of tools available for email marketing, it's never been easier to get an SMS marketing campaign off the ground with automation.

Adding SMS messaging to your marketing communications will enable you to tap into remarkably high open rates and engage with existing and potential customers. If you're growing tired of low open rates and impersonal customer interactions, now is the time to begin exploring SMS messaging solutions for your business.

Why incorporate SMS messaging into your marketing strategy?

On average, it takes someone just 90 seconds to respond to a text and 90 minutes to respond to an email. If you're looking for rapid responses, SMS is the best channel for you. With a solution like Messente, you can use SMS messaging to establish a direct line of communication with existing and potential customers.

From providing instant updates on order statuses to offering important product information, this communication channel can greatly improve your customer service efforts. With its unique ability to facilitate authentic customer conversations, SMS communication has the potential to inspire customer loyalty and take your customer relationships to new heights.

It was also found that 75% of people are happy to receive a promotional offer via SMS. This is why 65% of marketers regard SMS marketing as a “very effective” channel. If you're looking for a speedy and scalable way to enhance interactions with your brand, look no further than SMS texts.

The Key Benefits Of Conversational Text Messaging

Conversational text messaging can help marketers to unlock the potential of SMS as a marketing channel. Here are the key benefits of conversational text messaging:

• Makes customer interactions feel authentic and personal.

• Ensures all communication is highly relevant.

• Provides immediate engagement.

• Increases likelihood of responses.

• Allows you to collect valuable data.

• Enables you to build long-lasting relationships.

As explored in the Harvard Business Review, using messaging apps to stay in touch with customers allows businesses to provide tailored offers and promotions, which helps create meaningful relationships.

Is SMS an effective communication channel?

Our inboxes are getting more cluttered with each passing day. With around 50% of the emails we receive being spam, Microsoft and Google are attempting to keep marketing emails separate from "more important" messages by removing them from primary inboxes and storing them elsewhere.

When you consider the number of emails people are receiving, it's no surprise to see many marketing emails get deleted as you track the progress of your email marketing campaigns.

In contrast, text messaging typically doesn't face the same difficulties. As we know, the average open rate for SMS communication is considerably higher than email.

Upon receiving an SMS, the recipient will get an instant phone alert to immediately capture their attention. Even if the recipient chooses not to open the text message straight away, the mobile phone will continue to remind the user of their unread text. This infrastructure is extremely advantageous for those running SMS campaigns.

The Different Types Of Business Text Messaging

Before we summarize the best practices of conversational messaging, you first need to understand the two main types of business messages:

• One-way messages – you send messages to your customers.

• Two-way messages – you can have an ongoing back-and-forth interaction.

Conversational Text Messaging Best Practices

Here are some best practices for conversational texting:

• Short and snappy sentences to immediately capture attention.

• Straightforward questioning that only requires short answers.

• No passive voice to ensure every sentence is to the point.

• Use of personal pronouns to resemble a real-life interaction.

• Use of natural, everyday language to improve the flow of communication.

What is the best text message system for businesses?

If you’re thinking about ways to leverage conversational text messaging in your marketing strategy, why not take Messente for a test drive? From business-critical pin codes to essential marketing messages, our text messaging solution is ideal for those actively exploring SMS marketing. 

Ready to take Messente for a spin? You can get started for free today.