The business world has become fully mobilized in recent years due to the proliferation of smartphones and bring your own device (BYOD). And as a result, business texting is now one of the most important communications tools that companies are using.
Considering the fact that the average American now checks their phone 47 times a day, it’s easy to see why the modern business is looking for ways to engage consumers on this platform. Consumers are readily engaging with it too: 48.7 million people choose to receive business messages via texting.
Texting is fast. It’s convenient. And it’s almost impossible to miss, making it an incredibly effective tool for inbound and outbound communication.
Yet while the demand for business text messaging is undeniable, far too many organizations are struggling to use it effectively. Many companies simply don’t know how to integrate messaging into their communications strategy.
Why Businesses Struggle With Texting
By and large, the main reason why businesses struggle to enable messaging boils down to a lack of visibility and transparency—and in turn, a lack of trust.
In other words, administrators, managers, and IT professionals need to be able to see who employees are engaging with via text, and in some cases they also need to see what they are saying. Employees can’t simply go rogue and start carrying on business conversations privately using their own mobile messaging applications. This can lead to all sorts of problems including security issues, data silos, and even internal customer poaching.
So, how can businesses enable secure and transparent text messaging?
The best way to move forward with texting is to run all messaging through a unified communications as a service (UCaaS) platform that offers business texting as a feature or product.
What To Look For In Business Texting Solutions
Whether you’re seeking an all-inclusive business text messaging solution or a stand-alone product to add to your current platform, there are a few key features to look for.
First off, centralization allows employees to engage in mobile messaging while also calling, emailing, and even faxing customers. To ensure your business texting conversations are staying within the company and your CRM data, it’s imperative that the solution you choose integrates with the rest of your communications and doesn’t disrupt your day-to-day. For all of this to be possible, make sure your business text messaging solution offers a user-friendly and platform-agnostic portal.
Managing your texting contacts should not be separate from your existing customer lists. Look for a solution that allows you to sync with your communications platform and CRM as well as imports from other services you may be using such as Outlook, Google, and even CSV files.
Business Texting Features
For a solution to be ideal, it should support both short message service (SMS) and multimedia message service (MMS) formats. This is where user experience for the customer also comes into play; more sophisticated services also support hyperlinks and attachments, allowing customers to click links to websites or see attached images or documents for more information directly within their texting application for a seamless experience.
To ensure secure and reliable record keeping, look for a business texting solution that stores all messages in the cloud. By accessing your text records from a secure cloud location, you will never have to worry about messages disappearing or getting erased forever. It’s also very useful for customer reporting. Companies that engage in customer journey mapping will greatly benefit from cloud storage.
Of course, keeping records is one thing. Accessing them can be another story. Solutions that come with a built-in search tool make it easier to locate records whenever they are needed—and from any location. This is a bonus feature that will make your business texting easier and more efficient!