The year 2022 at the latest showed that personalised text-based communication with customers is a strong presence, especially in B-to-C companies. Customers will want to interact with companies via SMS or other personal communication channels such as Messenger or WhatsApp. This year, SMS is expected to become even more popular in corporate customer communications.
What trends can we expect to see in corporate customer and mobile communications in 2023? Here are our experts' insights that businesses should be aware of if they want to keep up with changing consumer behaviour and improve the customer experience.
Improving interaction
Digitalisation and the pandemic brought a big change in both our purchasing behaviour and the way we interact with businesses. Consumers expect fast, personalised and efficient service and communication. These needs and habits can no longer be ignored. The term “conversational marketing” is used to describe a more natural and personalised interaction using smart technology and data. Examples of such conversational marketing include chatbots and messaging apps that allow businesses to interact with customers.
Automation and the right tools enable a fast way to interact, at the right moment and with relevant content. This, in turn, creates positive customer experiences.
RCS or Rich Communication Services
It is still a question mark whether we will see RCS in Finland this year. RCS is a technology developed by Google that is a more visual version of SMS. It allows messages to include video, images, shortcut buttons and audio, for example. A similar messaging application has already been available to Apple users on iMessage. RCS also brings a richer way of messaging to Android users and most phones already have this feature, but in Finland, for example, operators do not yet support RCS and there is no definite timetable for it.
A2P communication
Consumers are already used to the different bots and understand that they speed up the service process. It's better to be dealt with quickly by a bot than waiting in line to get through to a real customer service agent. In the future, we will certainly see a combination of these, combining the benefits of smart bots with services provided by real people.
The SMS industry has long been using A2P (Application to Person), which means that software or an application automatically sends SMS messages to phone numbers. Confirmation messages, reminders, pin codes, surveys or pick-up notifications are often A2P messages, whereby text messages are sent to the phone numbers provided after a specific event.
Tunney connection
While technology enables automation and bots, they also require a human to create content for messages and to plan where in the customer journey messages are sent. Every interaction and touchpoint is relevant. Make sure messages are useful, friendly, not distracting and provide a good customer experience. How the customer feels is at least as important as the actual product or service.
We are constantly developing Quriiri to enable businesses to interact easily and smoothly with their customers via SMS. We are the domestic alternative for businesses that value reliability and good service.
Ask for more at, if you want to learn more about how to implement SMS in your customer communication!
