In a world so hyperconnected, communicating with your customers is no longer a one-way ticket. Now that we have more people online, it gives businesses a redirection as to how they should reach their customers. And this is where TrustSignal SMS and WhatsApp services come into force, promising a totally different experience in customer relationship management. Their SMS and WhatsApp services enable on-time and engaging customer communication. They are a trusted SMS service and WhatsApp Business API provider that ensures an easy set-up, automation, and good results across interfaces. In this blog, we will understand the ultimate psychological truth, the truth behind why people respond faster when the communication feels intimate, safe, and responsive.
To understand this, we will study the very nature of SMS and WhatsApp, the two such services that check all of the above mentioned areas. They are available on our phones with messages in the same place as our family and friends, which creates a sense of urgency and makes it personal, which we don’t have in emails or phone calls. Be it the usual SMS service or messages on WhatsApp API integration, these two platforms offer quick responsiveness and urgency that is the biggest priority of customers today. Let’s roll down to understand how messaging has shifted from being a conversational space to one that offers strategic growth. And most importantly, what is the psychology behind it, that brands understand so well?
From Static to Conversational: The Shift in Customer Communication
The traditional communication channels like emails, IVRs, and push notifications from apps are often slow, messy, or easy to ignore. But, when it comes to messaging, it easily reaches people because it is directly sent from one number and received on another, making it quick and interactive for short and crisp communications like OTPs or on-time updates. Be it an update regarding an online order, a payment reminder, or a service-related query, in a world where a quick update is all a person needs, searching through app notifications isn’t a hustle people want to spend even a minute of their day on.
What the customer today wants is quick and interactive conversations on any query they have, rather than a set of commands that aren’t even on time. It’s no more about updates but about follow-up questions, rescheduling of appointments, and on-time answers. That’s why SMS and WhatsApp are considered two such channels that shine all the time. They enable easy, two-way conversations that are not only on time but feel intimate as well. A reliable bulk SMS service provider is all a business needs to make sure that their business communication is accurate, on time, and reaches the customer wherever they are.
The Messaging Infrastructure: Why Businesses Need a Feedback Plan?
A lot of businesses start up messaging with a plan of outbound communication, like order confirmation, delivery updates, and promotional messages. But getting stuck in the feedback loop is one thing that they face recurrently. A good messaging infrastructure doesn’t consist only of sending messages and updates but also receiving responses. For instance, after a delivery of any product, like shampoo, a simple, “Are you satisfied with the product?”, or “We hope you had a positive shopping experience at TS” over WhatsApp is all a customer needs to feel obliged for another purchase and give feedback on what they like about the shopping experience, or something that could’ve made it even more fruitful for them. It builds trust and a harmonious relationship between a business and a customer.
When creating a friendly communication space for your business and customers, a WhatsApp Business service provider is the only magic you need.
Also Read: How E-commerce Brands Can Use SMS & WhatsApp for Customer Retention
How Industries Are Winning the Game of Interactive Communication?
If you think about it, messaging has transformed from being just a support giver, to one that is a collaborative tool for business growth. Here are some industries that have seen a change in their customer relationship with the most reliable and quick messaging channels, SMS and WhatsApp. Let’s see how they make use of them:
E-commerce and D2C
E-commerce and D2C brands use WhatsApp for almost everything these days. From abandoned cart reminders, to purchase updates, and returns, every detail is sent on the customer’s chat window on WhatsApp. When traveling in an area with low connectivity, this WhatsApp update can be complemented by SMS as well. This shows the dual purpose these two channels play in business communication and growth.
Fintech
Talking about the Fintech industry, from sending OTPs, to transaction updates, and offering micro-loan services, this industry uses messaging services to ensure a secure and fast communication experience with their customers. Communication channels like SMS and WhatsApp are such platforms that function across platforms, ensuring convenience.
Healthcare
For hospitals and other healthcare service providers, messaging has become a game-changer since the time of COVID-19. Whether it is appointment updates, to test results, everything is booked and sorted through messaging with a smooth interface channelled in WhatsApp and SMS by just clicking a few buttons and sharing feedback. Isn’t it amazing that what was once done in hospitals is now done through a small text message on either WhatsApp or through an SMS.
Travel and Hospitality
Sectors like airlines, travel portals, and hotels are turning to channels like WhatsApp to share gate updates, itineraries, and manage bookings with a rich guide sent straight on the customer’s chat window. In case of a bulk SMS service provider, the same updates and guides are sent to the person’s number, which becomes a time saver when travelling in areas of low connectivity.
How TrustSignal Messaging APIs Help Maintain the Human Tone?
There is always this one challenge that businesses face when communicating with their customers, and that is to maintain a humane tone that can make the communication feel like one’s own. To solve this issue, TrustSignal’s messaging APIs give businesses the most seamless messaging structure to automate routine interactions with FAQs, booking confirmations, and updates, while rendering customers the required support.
And, with their WhatsApp API integration, you can add customer names and change the tone of the message as per the target audience. It also enables rich automated flows, with a smooth communication experience for businesses and customers. Their SMS services have proven to improve customer satisfaction, making customer support a more interactive space.
Conclusion
Now that we have reached the end, we have understood that messaging isn’t just a reactive tool. It has now become a more engaging system. And since COVID-19 hit us with its turmoil, tools like WhatsApp and SMS have become the fastest and most reliable channels for giving away updates on almost everything, be it an online order or a health checkup. Businesses have experienced growth when using it to communicate with their customers.
The best part about these two channels is how they perfectly fit with the communication needs of the people. Partnering with the right bulk SMS service provider and WhatsApp API service provider like TrustSignal will not only skyrocket your business but also help you build the proper trust you need for your business.
So, what are you waiting for? Come along with TrustSignal, and get ready to connect the disconnected with trust.
