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Transactional SMS

Having a direct pipeline to customers is important. People on average spend roughly 3.5 hours per day on a cellular device and prefer SMS as a means of communication, giving ample opportunity to reach out. Instead of reaching out for marketing, there are plenty of other reasons companies would want to reach out, whether it be verifying that a package has been sent, and other more. It’s currently the strongest means of establishing and maintaining a line of communication with customers.

What is a Transactional Text Message?

As opposed to marketing SMS which is designed to show goods and generate interest in what’s on offer, transactional SMS is used more for directing important information to users.  They typically convey more personalized information between customer and company, and are usually disassociated with marketing and promotional content in general.  Along with providing updates and news on certain transactions, these messages are designed to provide some form of guidance in regards to interacting with the services on offer.  Overall, the contents of transactional SMS are completely disassociated with promotional content and are to some extent directly triggered by the customers’ actions.

Ideally, while marketing SMS is to bring customers onboard, transactional SMS is to help keep customers interested and engaged.  It helps to come across as transparent to the customer as well as indirectly building brand credibility when customers walk away satisfied with what had just been provided to them.  As for services and utilities that require a greater amount of user input like our own CloudContactAI, sometimes users need help and advice as to how to use what is on offer to derive the greatest amount of personal value from it.  The process is all about customer retention, showing what can be provided, and delivering to its fullest extent.

Types of Transactional Texts

Customers have busy lives and won’t mind the convenience of what information can be provided through just an SMS text message.  It all accomplishes the same objective of providing customers with critical information when they need it.  There is a variety of information to be sent to customers whether they recently requested it or not such as:

 

One-time Passwords (OTPs) and Password Resets

To maximize security on a platform, just having a single password is never enough nowadays.  Because users will typically have a smartphone or some device on hand capable of receiving SMS messages, one-time passwords are sent as a second layer of security to ensure it is definitely that specific user attempting to gain access to that account.  By that same thread of logic, should a user forget their password or potentially have their account compromised, SMS can be used as a means of alternatively logging in to bypass the login long enough to establish a new password.  Do be careful of how this can be abused by attempts to hijack customer credentials.

 

Shipping Updates

For shipping purposes like eCommerce, customers like reassurance that their purchased products are being delivered on time.  This can include payments, shipping status, tracking numbers, and other details.  If at any point something goes wrong in shipping, customers can be kept apprised of what has happened.  Potentially, information can go both ways where customers can return information to the company as to if the package arrived and what condition it arrived in so that the company can get feedback.

 

Booking Confirmations and Cancellations

Sending alerts can greatly help in streamlining the services a company aims to deliver.  A prominent example would be banks and financial institutions and their capacity to keep tabs on customer actions.  Customers can request specific banking information and account status.  If a specific set of transactions comes across as suspicious, banks can forward such information forward to customers and summarily refund any transactions and suspend further purchases until the user verifies that their account has been secured.

General Notifications

Sending alerts can greatly help in streamlining the services a company aims to deliver.  A prominent example would be banks and financial institutions and their capacity to keep tabs on customer actions.  Customers can request specific banking information and account status.  If a specific set of transactions comes across as suspicious, banks can forward such information forward to customers and summarily refund any transactions and suspend further purchases until the user verifies that their account has been secured.

How to Implement

 

This requires a SMS API platform such as ourselves to conduct.  CloudContactAI is incredibly flexible to work with and is easily integrated into existing systems, streamlining the pipeline between the company and customers.  Since transactional SMS messages are completely automated, it starts with establishing a trigger event for the SMS that has a set response prepared for the outcome.  Because the outcome is determined, companies will have to establish a preset workflow for customers to follow for the automated process to continue using similarly predetermined messages.  Companies can further modify the message they send and the sender ID to be more directly representative of the products being offered.  Before getting started, don’t forget some countries will require the sender ID to be registered locally.

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