![]() E-mail shouldn’t be used for urgent actionable items.Here’s a list of when you shouldn’t use the Email communication route to engage with your customers. This would give them an opportunity to exercise their bragging rights at a later date! Acknowledgements of users’ achievements or milestones can also be sent via email. Use email for things that users need to go back to at some point in time.Īccount related information (changes in passwords, account balance, loyalty points etc.) should be communicated via email. An Email should be used when communicating basic information which is not time-sensitive. All communication with overseas user base should be sent at the hours the users are awake.Ī non-work related or an advertisement e-mail reeks of non-urgency. Note: If your users are scattered around the globe, make sure that your campaign provider is capable of sending SMS messages globally – without delay and in the right time zone. If a hyperlink is crucial to the message, make sure that the landing page is mobile-friendly Avoid embedding hyperlinks into SMS for devices in emerging countries where the user might not have adequate access to the internet.Don’t use SMS for non-critical information which does not require the user to take action.Any information sent by SMS should be readily actionable and should have a short shelf life. Don’t use SMS for information the user will need to reference later, such as receipts or confirmation codes. ![]() Let’s take a look at when you shouldn’t use SMS: We’ve looked at why and more importantly when you should use SMS as a channel of communication. Scenarios such as number verification and two-factor are prime uses for SMS because it can reach everybody, everywhere, in a familiar way. For those patrons who are not yet App savvy, interaction over SMS comes as a blessing. Engage with your customers by providing a communication channel that is familiar to users. You can use the SMS APIs to facilitate two-way communication between you and your users in a hassle free and a familiar environment. The SMS also prompts customers to browse the app to see their package’s current location and the ETA. This gives the customers a sense of importance and also gives them just the right amount of information they need. For example, Amazon sends customers text messages when their order has been packed and shipped. gets me excited! – An e-mail stating the same wouldn’t get me as excited. Every time someone sends me an SMS saying my delivery is arriving or when an item is ready for pick up etc. Provide a superior user experience by using the SMS channel to deliver business critical information. How do you communicate with all of them? Use an automatic SMS app such as the Open SMS Pro to get the job done! You’ve set up your Salesforce account and have all of your contact and lead data stored in there. SMSs have an open rate of 98% and 90 percent of SMSs are read within the first three minutes of delivery! If statistics are anything to go by, then SMS is your best bet to engage with your customers. Here are some recommendations on when to use E-mail and SMS: With smartphones becoming an integral part of people’s daily lives, you ought to spend more effort on getting the content and the delivery of it right. I’m not going to harp about how you have to build your e-mail and SMS templates to fit the breadth and width of the Mobile real estate. But you’d have to ensure that you use both these channels the right way and maintain a good balance of communicating effectively and at the right time! ![]() How you get customers to interact in the most contextual manner depends largely on the content and timing of the communication.Įmail and SMS are two popular methods of communicating with customers. With easy availability of multiple communication channels in today’s smart phone world, it becomes quite a task to pick the right communication channel.īut what is a right communication channel? Would you get your audience’s attention when you send a promo code over SMS or via E-mail? Should Amazon send out delivery notification as a push notification, via email or by SMS? The answer is: It depends.
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