Companies like Crumbl, Chick-fil-A, Jiffy Lube need customers that return again and again to local stores. Two-Way SMS is a great fit.
With Two-Way SMS you can use a dedicated, local phone number for each store location. Individual stores can send corporate approved, standardized text messages, personalized with local customer detail. All inbound responses are then returned directly to that store. The phone number is local so it conveys location ownership and local involvement in the community. Local employees respond to inbound messages and are directly involved with customer feedback – and have an opportunity to create raving fans.
Strike up a conversation with your most loyal, high value customers (e.g. the 10% of your base that creates 80% of company profits) and use one-way mass texting for coupons and promotions only.
What is Two-Way SMS?
Two-way SMS is a form of communication where messages can be sent and received via SMS (short message service) between two parties, such as between a business and its customers or between two individuals. This type of SMS communication enables both parties to engage in a conversation, where they can exchange information, ask questions, and provide answers, all through text messaging.
Two-Way SMS combines Outbound and Inbound Text Messaging
In contrast to one-way SMS, which is a communication process where only one party sends a message to the other without the ability to respond, two-way SMS allows for a more interactive and conversational experience. This type of communication can be useful for businesses that want to engage with their customers or for individuals who want to communicate with friends, family, or colleagues via SMS.
Source: ChatGPT
Two-Way SMS is Conversational
Two-Way SMS is Engaging and Builds Brand Loyalty
Hawaii is a popular destination and Maui is often on our minds! Leonard’s Bakery, a popular local icon, could send a mass text to 500 raving fans, and still benefit from two-way SMS:
“Aloha Keoni, thanks for visiting yesterday for our traditional Leonard’s “Malasada Day”. Let me know your favorite Malasada flavor and if you have a new flavor suggestion we should offer next year. Thanks, Lenny. Reply STOP to unsubscribe.”
One of many responses might look like this: “Thanks Lenny! Loved the Mango Magic. Hope you make something new with dragon fruit! Mahalo!”
Personalization in mass texting can include customer name, (Keoni) event name (Malasada Day), product name (Malasada) and many more.
The message returned to Lenny is a direct one-to-one text and it engages the customer in a conversation with Lenny. Lenny could let it end with the single response or he could give a direct response to Keoni and continue the dialogue.
Two-way SMS is convenient, conversational and in the moment. It creates engaged customers with companies and the brands they own.