{"id":1261,"date":"2018-03-21T12:58:33","date_gmt":"2018-03-21T11:58:33","guid":{"rendered":"https:\/\/www.smsapi.com\/blog\/?p=1261"},"modified":"2025-05-08T14:29:41","modified_gmt":"2025-05-08T12:29:41","slug":"sms-communication-in-business-2017-key-findings-from-the-report","status":"publish","type":"post","link":"https:\/\/www.smsapi.com\/blog\/sms-communication-in-business-2017-key-findings-from-the-report\/","title":{"rendered":"“SMS communication in business 2017” – key findings from the report"},"content":{"rendered":"\n

In the last quarter of 2017, we’ve asked nearly 200 business representatives: How do you benefit from SMS communication daily? The survey was conducted in more than 20 industries and gave us a perspective about the condition of SMS communication in the B2B sector in Poland. Let me present you with the main findings of the research. <\/strong><\/p>\n\n\n\n\n\n\n\n

SMS as a tool of communication<\/h2>\n\n\n\n

1. Types of SMS messages used in communication <\/h3>\n\n\n\n

The report shows that most companies notify via SMS, e.g. order status sends verification codes and reminders (73%). 40% of respondents send information about current sales, discounts, and new offers, 1\/5 of them invites customers to the events, make birthday wishes and use SMS messages for internal communication. The less popular types are remarketing messages, contests, games and surveys.<\/p>\n\n\n

\n
\n \n <\/div>\n
\n

Pro-tip:<\/h4>\n <\/div>\n
\n Rarely used SMS surveys can become a great source of information about Your product or services – after-sales communication includes returns and guarantees and a chance to get the customer’s perspective.\n <\/div>\n<\/div>\n\n\n\n

     2.  Process of SMS messaging<\/h3>\n\n\n\n

The biggest amount of companies (69%) use the portal of SMS providers, e.g., SMSAPI, to send messages. Another important way is to use API and integrate it with their systems – to send messages straight from CRM or using other plugins or services<\/a> integrated with SMSAPI.<\/p>\n\n\n\n

     3. Building Customers Database<\/strong><\/h4>\n\n\n\n

We found it pleasing that companies prefer to build their customer database – only 5% of respondents choose to buy external bases. It means that permission marketing is well-known, and companies know that SMS messages work only if the recipient agrees to receive them. <\/p>\n\n\n\n

Unfortunately, only 9% of respondents use our tools to expand the base<\/a> – it makes a massive opportunity for those who didn’t try our Newsletter SMS<\/a> or Virtual Mobile Number.<\/a><\/p>\n\n\n

\n
\n \n <\/div>\n
\n

Pro-tip:<\/h4>\n <\/div>\n
\n Have you ever thought about customer loyalty program? This is a great solution to keep customers close.\n <\/div>\n<\/div>\n\n\n\n

SMS marketing<\/h2>\n\n\n\n

1. Merged campaigns<\/h3>\n\n\n\n

The biggest amount of companies merge SMS with different channels – e-mail, social media and online ads.<\/p>\n\n\n

\n
\n \n <\/div>\n
\n

Pro-tip:<\/h4>\n <\/div>\n
\n Adding channels to the customer journey embrace your message and increases effectivity of campaigns.\n <\/div>\n<\/div>\n\n\n\n

2. Two-way communication<\/h3>\n\n\n\n

One in every five companies uses a virtual mobile number<\/a> to enable two-way communication.<\/p>\n\n\n

\n
\n \n <\/div>\n
\n

Pro-tip:<\/h4>\n <\/div>\n
\n SMS doesn’t have to be the one-way message. Using virtual mobile number enables processes automation e.g. change the date of delivery, lead generation and gathering feedback with SMS surveys.\n <\/div>\n<\/div>\n\n\n\n

3. Personalization<\/h3>\n\n\n\n

Only 41% of companies personalise bulk SMS messages. 1\/5 didn’t even know this feature. 23% of respondents don’t use names in messages because it doesn’t go along with their communication strategy. At the same time, companies consider personalisation as a significant factor of communication and claim that it impacts conversion.<\/p>\n\n\n

\n
\n \n <\/div>\n
\n

Pro-tip:<\/h4>\n <\/div>\n
\n Bear in mind that the SMS channel is still perceived as a personal one. The direct approach to the receiver (using name) makes your communication warmer.\n <\/div>\n<\/div>\n\n\n\n

The efficiency of the SMS campaign<\/h2>\n\n\n\n

1. Conversion rates <\/h3>\n\n\n\n

Unfortunately, the vast majority of the companies do not measure the conversion rates of SMS campaigns. Those who measure use the following indicators:<\/p>\n\n\n\n