April 15, 2025 - 3 min read

SMS : improving customer relations

Christelle ARNAUD

Introduction

The proof is in the pudding: good customer relationship management customer relations is essential for any company seeking sustainable growth. Yet this is often a complex subject for marketing teams. Where to start? What tools should be used? And above all, how can we be effective?

Among the many channels available, professional SMS is a simple, direct and effective lever. smsmode© gives you a few tips on how to strengthen your customer relations using automatedSMS based on current practices and available automation tools.

Why choose an SMS solution for customer relations?

Loyalty, satisfaction, brand image... SMS ticks all the boxes. Thanks to its simplicity and effectiveness, you can :

And in all business sectors: retail, healthcare, events, real estate, personal services, etc.

Good to know:

A well thought-out SMS campaign can increase customer satisfaction by 20% and generate an average return on investment of €50 per euro invested.

A variety of uses throughout the customer journey

Relationship SMS isn't just for after-sales. With an SMS sending platformplatform, it can be integrated into every stage of the customer journey:

This mobile medium is therefore suitable for all areas of activity, whether it's associated with confirming appointments, confirming orders, thanking customers for purchases or communicating good deals... And above all, SMS remains a fairly easy-to-use medium that can be set up quickly.

These messages, though short, create proximity and reinforce trust.

Setting up an SMS campaign: quick and easy

The implementation of a campaign SMS requires neither advanced technical skills nor complex tools. With a solution like smsmode^©just follow a few simple steps:

1. Create an account

2. Import your database

3. Compose your message

4. Plan the delivery date

5. Send and choose a confirmation

6. Study the statistics

And that's all there is to it.

GOING FURTHER

Product overview smsmode^©

Automating SMS : a real time-saver

Send a personalized message at the right time, without any manual action? It's possible with smsmode^©. You can do this in 2 ways, either through theAPI SMSor by contacting one of our SMS plugins for CRM.

These interfaces automate the sending of SMS according to triggers defined in your CRM tool, website or application. Result:

For example, you can send an SMS appointment confirmation as soon as a customer books a time slot on your site, or thank a buyer immediately after an online payment.

Don't know what to write? Take a look at the available templates

Writing a good SMS can seem difficult, especially when you lack inspiration. To help you, smsmode^© proposes more than 50 professional SMS examples according to objectives (loyalty, practical information, promotions, customer satisfaction...).

Here are a few ideas:

Why choose smsmode^© for your customer relations SMS messages

SMS has become a cornerstone of customer relations: fast, direct, economical and easy to implement. By intelligently integrating it into your marketing and CRM strategy, you can build loyalty, reduce no-shows, get more reviews and increase your sales.

And thanks to tools like smsmode^©You can go even further with automation, personalization and statistical tracking.

Need a helping hand to get started??

Create your free account

Try out our SMS platform and benefit from 20 free test credits, with no obligation.

April 02, 2025 - 7 min read

RCS available to all with IOS 18.4

Romain Didelot

Introduction

The wait is finally over: Apple has activated RCS support with iOS 18, marking a major step forward in the standardization of messaging between iPhone and Android. In France, Orange and Sosh subscribers now benefit from this new messaging system, enabling richer, more interactive exchanges between users, regardless of their device. This development, originally announced by Apple for 2023, came to fruition with the release of iOS 18.4, offering all iPhone users a more modern alternative to traditional SMS .

But what does this really mean for mobile marketing? The RCS campaigns campaigns finally accessible to all smartphones? smsmode© sheds light on this revolution and its impact on brands.

What's in it for users?

Until now, hesitation on the part of Apple and certain operators to adopt RCS has been a real handicap to brand promotion. Without the Apple brand, campaigns were reduced to a small fraction of the available mobile base. But now, many millions of iPhone users can join Android users and take part in the experience.

iOS 18.4: RCS available for Orange and Sosh subscribers

With the release of iOS 18.4, Orange and Sosh customers in France can now enjoy the benefits of RCS on their iPhone. This update marks a major step forward in the standardization of messaging between different mobile operators and OSs (SFR had already taken the plunge with IOS 18 and Bouygues with IOS 18.2, editor's note).

How do I activate RCS on iPhone?

To activate RCS on an iPhone, subscribers to French operators (SFR, Free Mobile, Bouygues Telecom, and now Orange and Sosh) are just a click away. All you need to do is :

COMPARATIVE

RCS, WhatsApp, SMS or Time2Chat. What's the difference?

Among other things, the iPhone's adoption of RCS will enable support for encryption, high-resolution images and videos, read receipts, keystroke indicators and more. In short, Apple will enable users to share a similar messaging experience between the two systems, with the exception of RCS message bubbles, which will remain green, as SMS messages currently are on iPhone.
You can now test for yourself what a conversation initiated between an Android device and an iPhone with RCS looks like. Although some questions remain, such as the transcription of reactions between different phone models, the RCS experience on iPhone is now a reality.

Apple's choice

Apple has finally adopted RCS with iOS 18, a milestone eagerly awaited by mobile messaging players. This development strengthens interoperability between systems and broadens the scope of RCS, which is gaining in maturity as a communications platform. After years of waiting, iPhone users can now enjoy enriched messaging, with the exception of the color bubbles, which will remain green to differentiate RCS conversations from iMessages.

Among other things, the iPhone's adoption of RCS enables support for encryption, high-resolution images and videos, read receipts, keystroke indicators and more. In short, Apple is enabling users to share a similar messaging experience between the two systems, with the exception of RCS message bubbles, which will remain green, as SMS messages currently are on the iPhone. Of course, there are still a number of questions to be answered, such as the transcription of reactions from one phone model to another.

What this means for professional messaging

This full adoption brings with it a major development for the application-to-person (A2P) market: the merger, or at least compatibility, of RBM (RCS Business Messaging: the A2P channel of RCS) with AMB (Apple Messages for Business: the A2P channel of iMessage).

Like SMS and its professional version, the A2P and P2P versions of RCS and iMessage are different technologies. Separately, MBR and AMB don't have the reach of SMS or even other over-the-top (OTT) messaging channels like WhatsApp. Together, however, they have the potential to reach virtually all smartphone users.

The potential in the A2P world is enormous. The GSMA estimates that there will be 6.3 billion mobile subscribers by 2030, representing billions of business opportunities for brands. Companies could create compelling experiences with a single click, all without consumers switching apps.

Reminder: What is the RCS?

RCS (Rich Communication Services) is a messaging protocol that aims to replace SMS and MMS with a richer, more interactive experience. RCS enables users to send and receive text messages, images, videos, files, emojis, stickers, voice messages, video calls, group messages and much more. RCS works over the mobile network or wifi, and offers users features such as acknowledgements, input indicators, or end-to-end encryption.

GOING FURTHER

Discover the RCS channel

Features, benefits, uses and pricing.

Reminder: What is RBM?

RBM (RCS Business Messaging) is RCS at the service of brands and companies. It enables companies to communicate with their customers in a more personalized, engaging and effective way.

With RBM, you can create more creative, more interactive and more measurable campaigns. Your RBM campaigns allow you to integrate interactive elements into RCS messages, such as buttons, carousels, polls, forms and more. In this way, you can facilitate action, stimulate reaction, and foster loyalty.

The other major advantage of RBM is the possibility of adding a chatbot to your sessions. With it, you equip yourself with a powerful "conversational commerce" tool. A more innovative and useful service for your customers, enabling you to offer a new marketing experience with colossal conversion potential.

RBM is a new solution for mobile marketers, and an opportunity for them to personalize their messages according to the profile, behavior and preferences of their recipients. This means they can adapt the content, tone and timing of their messages to increase open rates, click-through rates and conversion rate.

Discover all the features of RCS

Find out about the different types of content messages and buttons integrated into the discussion thread, which are offered by the RBM: the RCS at the service of companies.

How to prepare your universal RBM strategy?

Companies need to adapt their marketing strategy to the RCS, taking into account the protocol's specific features and opportunities.

So define your objectives, target, message, budget, timetable, etc. And above all, test and optimize your campaigns using the data and feedback provided by RCS.

For an RCS campaign, the first thing to do is segment your contact lists according to their compatibility with the protocol. You'll need to know which users have a smartphone. This will enable you to send RCS messages to them, and SMS messages to other users.

RCS enables you to offer a more personalized, richer and more interactive messaging experience. You'll have two powerful levers to activate:

Conversion

By making it possible to offer more attractive, more relevant and more tailored offers to customers, RCS enables companies to increase conversion. Make it easy to take action, by integrating buttons, links, QR codes and more.

Measurement

Thanks to the precise, detailed data on deliverability, opens, clicks and conversions provided by the RCS protocol, you can better measure the effectiveness of your campaigns with RCS. Optimize your strategies, budgets and ROI with this valuable data.

smsmode^© supports you at every stage of your election communication strategy

Conclusion

RCS is a technology that has the potential to transform mobile marketing, offering a richer, more universal and more secure messaging experience. It's also a constantly evolving technology, which could integrate new features in the future, such as augmented reality or mobile payment, which would be yet another step towards a new world for mobile marketing.

Our webinar: "RCS, the ideal lever for customer relations".

Create your free account

Try out our SMS platform and benefit from 20 free test credits, with no obligation.

Need more info?

We look forward to hearing from you.

January 10, 2025 - 6 min read

Send surveys by SMS

Romain Didelot

Introduction

Surveys via SMS are a powerful tool for conducting surveys and collecting votes or feedback from your customers or employees with unrivalled efficiency and speed. With over 95% open rates and up to 40% response rates, these messages outperform traditional methods, enabling instant, confidential feedback for surveys or customer satisfaction assessment. Unlike e-mail, which is often ignored or turned into spam, SMS messages guarantee easy reading and instant interaction, whether it's a link sent via mobile message or the use of text messages to send questions to respondents.

Discover the benefits, options, parameters, creation and follow-up of surveys via SMS to optimize participation rates and the reliability of the data collected, while improving the customer experience.

The advantages of SMS

Fast, easy access

SMS messages are read within 4 minutes of being received on the customer's phone in 95% of cases. This instantaneous aspect enables real-time information gathering, which is essential for a company that needs to survey an up-to-date database quickly. The ease with which participants can access the vote and complete surveys via SMS, either by clicking on a link or by replying directly to the message, increases the participation rate and the quality of the customer experience.

High response rate

This is the major advantage of SMS surveys: the opening rate of SMS (98%), ensuring almost guaranteed visibility. This high open rate translates into a very significant customer response rate (often around 45%), far superior to that of e-mail or other more traditional survey methods. This efficiency favors the acquisition of a large number of quality responses. And the uniqueness of the telephone number improves the reliability of the data collected and the results obtained.

Accessibility on various mobile devices

The high accessibility of SMS surveys, available without an app and compatible with all cell phone models, eliminates technological barriers and makes it possible to reach a vast audience. Whether your target audience is a student, professional or senior citizen, SMS is an effective way of gathering opinions, information and feedback.

GOING FURTHER

SMS or email? The ultimate comparison

How to create your survey: SMS

1- Define the survey objective

The first essential step before launching your survey at SMS is to clearly define its purpose. Whether the aim is to assess customer satisfaction, collect opinions on a product or service, or conduct an analysis of your audience's expectations and preferences, a precise definition of this objective will enable you to formulate appropriate questions and interpret the responses effectively.

Identifying this objective also helps to select the target audience and adapt the message to optimize the participation rate, analysis and customer experience.

2- Designing effective questions

No survey is complete without questions. For questions to encourage people to vote, they need to be simple, brief and to the point, to avoid ambiguity and ensure that respondents understand them. Opt for closed questions (yes/no, multiple choice) for simplified data analysis, or open questions for more in-depth feedback.

Limit the number of questions as much as possible to keep participants' interest and prevent the lassitude that can result from an excessively long questionnaire.

3- Choosing the right SMS management platform

The success of your SMS survey also depends on the choice of method, tools and platform for sending SMS. It's essential to choose a tool that offers functionalities adapted to your company, such as contact import, personalization, mass mailing of SMS, the possibility for respondents to reply to messages, and response analysis.

smsmode^© allows you, for example, to design and distribute your surveys and benefit from automation features to facilitate sending and follow-up. Our platform integrates with your existing systems through API Yes plugins SMSto become one with your CRM or ERP tool, for simple, total data management.

smsmode^©

4- SMS campaign configuration

This is where the technical part begins.

Prepare your contact list
Make sure you have recipients' consent to send them SMS. Import your contact database in XLS or CSV format onto our SMS platform. Depending on your objectives, you can include all your contacts or target a specific segment.

Check contact list
Check that phone numbers are valid and eliminate duplicates in your database to prevent multiple mailings and maximize the effectiveness of your campaign. With smsmode^©this operation is performed automatically.

Scheduling your dispatch
Scheduling your SMS dispatch is also essential. You have the freedom to send messages immediately or to schedule a specific date and time for optimum impact, in line with your recipients' habits.

5- Sending the survey and managing responses

There are several techniques, with varying degrees of integration, for carrying out a survey via SMS. The choice depends on your preferences and technical environment.

External method

This is the technique that comes first. Once your campaign is ready, you distribute your SMS with the survey link inside. This is called a Rich SMS. Several platforms, free, freemium or paid, allow you to edit a survey. Make sure that the survey (web) page is responsive, so that respondents can fill in the survey without difficulty.

Some online survey tools :

SMS response method

Making it easier to answer increases the participation rate, so why not carry out the entire survey via SMS ? smsmode^© enables recipients to respond directly via SMS , making it easier to collect feedback and boosting participation.

By using keywords or short codes for your SMS responsesyou make the process intuitive and fast for users, reducing friction and increasing the likelihood of participation. Analyzing responses is easy from our platform, where you can export the messages received to give you a clear and intuitive overview of the results. You can also set up an API call to filter votes from your URL callback destination.

Time2chat method (virtual number)

The use of a virtual send and receive number (Time2chat) works in a similar way to SMS . The number allows you to receive responses in real time and to segment reactions systematically to centralize responses, making it easier to interact with your audience and organize data.

What's more, a virtual number can be used to personalize automatic responses, sending out personalized confirmations or thank-yous, which can boost engagement and satisfaction among participants.

To set this up, you need access to a virtual number management platform (such as smsmode^© 😉) and a stable API connection to integrate the service with your existing systems and aggregate the responses to your survey. You'll need to set up your API call with a differentiating ID to be able to aggregate the responses brought up by the URL callback.

TO FIND OUT MORE

Find out more about Time2Chat

Features, benefits, uses and pricing.

6- Analyze results

Once you've sent the message to your contact list via the chosen method, it's time to collect and analyze the responses. Responses should be automatically collected by the platform, so all you have to do is analyze them to finalize your survey and draw conclusions.

7- Follow and thank

Send a thank-you message to participants. Share any results or planned actions based on responses.

A few more tips

Write a clear invitation message

Include the purpose of the survey, instructions on how to complete it, and an estimate of the time required.

Example:

36037

Hello, take part in our quick survey by answering this question: Are you satisfied with our service? Answer YES or NO.

Optimize your timing

Send SMS at a time when recipients are likely to be reading it. Use your own experience or best practices in your sector as a guide.

Test before sending

Test the survey with a small group to detect any problems.

Don't share participants' personal information without their consent and ensure that the survey and each partner comply with the RGPD.

GOING FURTHER

Discover the 10 keys to effective, profitable SMS campaigns.

Conclusion

As we've seen, conducting an SMS survey is an effective way of gathering opinions quickly. With an impressive open rate and response rate, SMS is a great way to gather data. The ease and speed of access to SMS surveys, coupled with the compatibility of this channel, makes it perfectly suited to reaching a wide audience.

All that's left to do is choose a trusted SMS management platform and create your own surveys to benefit from a new, fast and efficient way of collecting opinions and gaining valuable insights. It's up to you!

Create your free account

Try out our SMS platform and benefit from 20 free test credits, with no obligation.

Need more info?

We look forward to hearing from you.

December 03, 2024 - 7 min read

SMS Automation: Boost your workflows and customer engagement

Romain Didelot

Introduction

An automation strategy meets the No. 1 challenge for many companies: capturing consumers' attention. Whether it's marketing automation or customer relationship workflows, an automation strategy enables you to reach your customers instantly at the most opportune moment, after an action on their part or when they're waiting for an event.

And SMS, as the #1 channel for customer engagement, is a must for automation. Are you looking for a solution or software that enables you to adopt an integrated, automated approach to customer relations? A platform, API or plugin to combine push notification, SMS and email channels within a marketing automation strategy?

smsmode^© explains everything you need to know about integrating SMS into an automation strategy, the different testing and dispatch tools available to you, and the best practices you need to know to make your automated campaigns a success.

Definition of SMS automation

SMS automation, also known as SMS automation, refers to the automatic sending of text messages to targeted individuals or groups with limited human intervention. This text message, written and programmed in advance, is sent by a platform at a strategic moment to establish timely, personalized communication with the company's customers.

The benefits of SMS for companies

A platform SMS that integrates with an automation strategy can deliver numerous benefits, 3 of which clearly stand out:

Our commitment

SMS enjoys exceptional engagement, with an open rate of 98%. The direct nature of SMS encourages customers to pay more attention to a SMS than to an email or push notification, making the SMS channel an effective communication tool for both marketing and customer relations in the broadest sense.

Instantaneous

SMS is read quickly (within 4 minutes of receipt in 95% of cases). With it, companies can quickly transmit communications that are considered unmissable. It's ideal for announcing flash sales, reminding people of appointments or informing them of the status of an order.

Customization

Another major benefit of SMS automation. Thanks to customer data and variables that can be integrated into messages, it's possible to send customized content, tailored to customers, their preferences and their consumer behavior. From specific offers based on previous purchases, to personalized reminders and abandoned basket recalls, a wide range of ultra-personalized uses can be envisaged.

STUDY

SMS trends and key performances under the microscope

Find out more about our major study based on 745 million mailings SMS.

SMS VS email: who wins the KPI match?

As mentioned above, the open rate for SMS is 98%, well above the usual 20% for emails. But this isn't the only KPI where SMS comes out on top :

This is due to the nature of SMS. Most users receive an audible notification or a vibration when the message is received. What's more, it's only read on the cell phone, a device constantly in use by all consumers. On the other hand, emails can be drowned out in a saturated inbox or arrive as spam, diminishing their impact as soon as they are received.

GOING FURTHER

SMS or email.
The ultimate comparison for the right choice

The main use cases forSMS Automation

Marketing and promotions

Promotional campaigns are a frequent use case for automation. These messages can contain discount codes, announce new products, or inform about sales. They contribute to increasing sales throughout the year in a variety of ways:

Promotional campaigns: special offers, discounts or promo codes, sent to customer lists segmented according to interests and purchases.

Abandoned cart reminders A SMS reminder that can include a promo code to encourage customers to complete their purchases.

Product launches: automatically inform customers of new products or events.

Anniversary dates: a message at the right time, on the customer's birthday or account creation date, is not only a sales factor, but also a way of building loyalty.

Customer service

SMS is also used to optimize customer service based on previous customer interactions:

Order confirmation: Inform customers of the receipt and status of their orders.

Delivery tracking: Provide real-time updates on shipping and delivery.

Satisfaction surveys: Gathering feedback after an interaction or purchase.

Reservation confirmation

It's part of customer service, but deserves its own section for its usefulness. Sending an immediate confirmation by SMS after a reservation or order is a highly effective practice (4X fewer missed appointments when reminders are set up) whose power is multiplied tenfold when automated.

These confirmation messages can detail the date and time of the reservation, an order number, or instructions for rescheduling an appointment.

Automatic reminders Automatic reminders: automatically notify patients or customers of upcoming appointments (health, beauty, services).

Confirmation or cancellation: Offer the possibility of confirming or rescheduling an appointment via a link or a simple SMS.

Queue management: Send alerts when it's a customer's turn.

Re-engaging inactive customers

Reviving your inactive customers is essential to keeping your database engaged. Send personalized messages that remind customers of previous interactions, offer incentives to encourage new purchases, or provide relevant content to effectively reactivate them. Here are a few case studies:

Revival of expired subscriptions or services: relevant for SaaS, clubs or online services

Restart after a specific period of inactivity: define a period of inactivity in a workflow and restart with simple, clear content.

Personalized suggestions: send recommendations based on purchase or browsing history.

Reminder of loyalty points or accumulated benefits: encourage customers to return by reminding them of the benefits they could lose.

Many sectors can benefit from SMS automation

As you may have read, the vast majority of automation use cases are marketing-oriented, and seem to be calibrated for e-commerce (often referred to as Marketing Automation). But in truth, all industries with a need to notify their customers can benefit from the implementation of SMS automated. Here's a non-exhaustive list.

GOING FURTHER

SMS plugins for CRM: the key to automation

Integrate and automate SMS from your CRM. Benefit from centralized access to customer data, synchronize information and automatically trigger the sending of messages from your workflows.

Human resources

Recruitment : Transmit targeted offers, inform candidates of the status of their application or schedule interviews.

Internal communication Disseminate important or urgent information to employees.

Training : Remind people of session dates or share resources.

Education sector

Notifications to students and parents: Send exam reminders, report card access links, late payment alerts or information on school events.

Absence follow-up: Inform parents of their children's absences.

Finance and administration

Payment reminders: Notify customers of due dates or late payments.

Identity verification: Use authentication codes (2FA) to secure connections or transactions.

Events

Invitations and confirmations: Send reminders to registered event participants.

Real-time updates: Inform participants of any changes, unforeseen events or delays.

Logistics and Safety

Critical alerts Warning of incidents, natural disasters or organizational emergencies.

Safety messages: Broadcast safety tips or instructions, confirm status updates.

Best practices for SMS automation

Compliance with regulations (opt-in and unsubscribe options)

It is imperative to obtain clear, formal consent from customers before any communication. This ensures compliance with legislation and confirms that your audience is engaged and consenting. Customers should be able to opt out of SMS campaigns by sending responses such as "STOP" or "Unsubscribe". This respect for your customers' preferences plays a key role in preserving their trust and minimizing complaints.

What's more, this topic is crucial, as message automation often involves processing and storing large quantities of customer data. Companies therefore need to put in place robust measures to protect this sensitive information against cyber-attacks, data leaks and unauthorized access.

It's best to make sure your partner has mastered these few points:

Data security is a major issue for companies using automation SMS, as a breach could have serious consequences for customer confidence and the company's reputation.

Contact segmentation

Contact segmentation lets you divide customers into segments based on defined criteria such as purchasing habits, preferences, or previous interactions. This approach makes messages more personalized and relevant, enabling you to improve customer engagement and conversion rates right from the start.

The right frequency

Determining the right marketing pressure is essential to avoid recipient fatigue and keep customers engaged. Find the right balance to be present in your customers' minds without overwhelming them. A rhythm of around one message a week is generally a good compromise, but your own rhythm may vary according to your industry and your customers' preferences.

Personalized content

9 out of 10 consumers say that personalization influences their purchases (source: BDC.ca). So it's quite clear that you'll benefit from playing this card. Personalizing your messages obviously involves the use of variables in your SMS ($first name, $last name, $product...), but also by segmenting your audience through workflows according to their interests, demographic characteristics and purchasing behaviors to adjust your messages accordingly.

Choosing the right time to send

Automated triggers and workflows form the basis of automation. They enable messages to be programmed according to specific events, such as registrations, purchases, cart abandonments or visits to the website.

Choosing the right time to send SMS is therefore essential for optimizing open and response rates. Plan your SMS campaigns in advance and coordinate them with your other marketing channels, such as email and social networks, for a coherent and effective communication strategy.

A/B tests

There can be no automation without data. That's why it's essential to go through an A/B testing stage when setting up your automations. It's a powerful strategy for optimizing SMS campaigns and increasing their effectiveness.

Testing allows you to experiment with different elements, such as message content, timing, and calls to action (CTAs)... to discover which options are most effective for your target audience. You could, for example, compare the effectiveness of short messages with slightly longer ones, or test several CTAs to see which generates the most engagement.

By implementing these tests, you gain precise information on your customers' preferences and behavior. This enables you to fine-tune your marketing strategies and improve their performance.

Performance analysis and reporting

This is the final stage of every campaign, indeed of every project: analyzing data, tracking performance, to evaluate the effectiveness of automation campaigns SMS. Open rates, click-through rates, conversion rates, ROI, A/B test results... all this data helps companies track the effectiveness of their campaigns, identify areas for improvement and adjust their strategies accordingly. All you have to do is keep what works and iterate 🙂.

GOING FURTHER

Discover the 10 keys to effective, profitable SMS campaigns.

Create your free account

Try out our SMS platform and benefit from 20 free test credits, with no obligation.

Need more info?

We look forward to hearing from you.

DIGITAL AGENCY

Boost CRM performance with SMS automation

Download the use case

Novadial supports its customers in creating and optimizing multi-channel strategies, combining email and SMS to maximize the impact of their communications.

To effectively deploy these campaigns and workflows within their CRMs - Marigold Engage and Hubspot - their challenge was toidentify an intuitive, customizable, high-performance, reliable, RGPD-compliant and cost-effective SMS sending solution.

Click-through rate

20%

Satisfaction rate

75 à 90%

Novadial has opted for the SMS smsmode^© panel of plugins specific to Marigold Engage and Hubspot CRM, which offer :

Multi-channel campaigns

The SMS workflow is simplified and coordinated with other channels. Optimal management of multi-channel campaigns.

Inserting short links

This feature can be used to create interactive scenarios, such as appointment scheduling, online assistance requests, etc.

Easy to install and use

Intuitive and easy to install and use (even for beginners), this turnkey solution is based on drag-and-drop and no-code.

Find out in detail how Novadial offers CRM strategies for more direct, personalized and effective interactions.

Download the use case

Create your free account

Try out our SMS platform and benefit from 20 free test credits, with no obligation.

CUSTOMER RELATIONSHIP

10 tips for notifying and building loyalty with the SMS

- PDF AVAILABLE IN FRENCH, ENGLISH AND SPANISH -

In this guide, find out why you should use SMS in customer relations and identify the contact points where SMS improves the customer experience.

Bonus 🎁: sample messages SMS.

Download the guide

Need more info?

We look forward to hearing from you.

September 09, 2024 - 7 min read

Succeed in your customer strategy with the SMS

Elsa Paparone

Introduction

Clienteling is an essential strategy for companies wishing to cultivate more personalized and lasting relationships with their customers. It's based on personalizing the customer experience by taking into account specific preferences and purchasing behaviors. And this technique for optimizing the sales process has a key ally in SMS.

Let's find out together, in this article, what clienteling is, how to implement it on your scale and why SMS is the tool to integrate into your preferred communication channels.

What is clienteling? Definition

Clienteling is a marketing technique for managing the relationship between your company and its customers. Its aim is to provide a personalized, engaging experience for your customers. This approach is based on the definition of specific criteria, obviously differentiating them from those established by your competitors, and then the thoughtful use of this data (preferences and purchasing behavior) to create customized interactions.

Clienteling has been used for many years in the retail sector, particularly in luxury goods, where it is important to build lasting relationships with customers. The "personal shopper" is the emblem of the practice, acting as a personal consultant for the most affluent customers. Brands use the information gathered to recommend specific products, propose exclusive offers, and organize private events or personalized appointments.

Case study 1:

Mrs X recently ordered a cream for a specific problem on the website of a leading cosmetics brand. At the point of sale, the consultant who takes care of her, armed with this information, is able to offer her a personalized experience (and more): an exclusive presentation of a new product range, feedback, an invitation to the brand's next private events... All in a dedicated lounge.

💡 The aim of clienteling is to go beyond the act of selling to create an ongoing, trusting relationship with the customer. You offer them a unique experience tailored to their individual needs. Of course, this strategy isn't just for high-end brands: small and medium-sized businesses can also use it.

Case study 2:

Whether you're an independent wine merchant or run a grocery store, organize exclusive product tastings for your best customers. These events not only offer a unique experience, but also help strengthen the relationship with customers outside the traditional purchasing act.

Case study 3:

If you own an outdoor furniture store, contact your customers soon after their purchase to make sure they're satisfied. For example, if you've sold a garden shed, offer the buyer maintenance tips.

Case study 4:

If you own an independent bookshop, why not offer a loyalty program loyalty program based SMS based on customers' reading preferences? For example, offer a book after the purchase of several books of a certain genre or favorite author. In fact, this is currently the most successful business model in existence.

GOING FURTHER

Optimized customer relations. 10 tips for notifying and building loyalty with SMS

In this guide, identify the touch points where SMS improves the customer experience.

Why clienteling?

Today's consumers are faced with more choices than ever before. Offer the experience that makes the difference. It's all about making each customer feel unique, understood and valued. Adapt to their characteristics to offer them the most appropriate experience possible.

A clienteling strategy, based on the collection of precise data on your targets, will enable your services to propose personalized offers, reinforcing the commitment of your customers, who will feel valued. These actions will encourage them to return and remain loyal to your brand.

By anticipating their needs, you can increase your sales. Your customers will be more inclined to buy if they feel they are known and recognized, if their opinions are taken into account, if they receive timely, relevant recommendations.

At the same time, clienteling will take your brand image to the next level, because a company with this kind of personalized service shows that it cares about its customers and is fully committed to their satisfaction.

As well as personalizing and enhancing your image, you'll also be able to benefit from the feedback you receive from your invested customers. Clienteling takes customer satisfaction from start to finish, enabling you to optimize your products and services right down to the design stage.

SUCCESS STORY

How does Maison Saint-Gobain guarantee optimal customer activation and follow-up with Time2Chat?

How do I set up clienteling?

Define your buyer personas

Every effective marketing strategy (and clienteling is no exception) starts with a good understanding of the consumer. Various tools are available to help you perfect this (CRM, marketing automation tools, etc.). By enriching your database, you'll be able to make the marketing and sales decisions best suited to the profile of your ideal customer.

The next step is to draw up an exhaustive list of the characteristics of this ideal customer (lifestyle and consumption habits). Drawing up these fictitious customer files enables you to segment your customer base broadly, because remember, clienteling aims to establish preferential treatment for EACH of your customers. There will be as many schemes as there are customers.

Clienteling means drawing on all these typologies to implement strategic actions that will contribute to both business development and customer satisfaction.

Tracking data

One can't exist without the other, and tracking the data collected is essential to the implementation of any marketing strategy. Once the data has been collected, the company follows it up to personalize the services delivered to its customers. Your in-store and telephone sales staff will be responsible for updating your databases and referring to them each time they come into contact with a customer.

Choosing the right communication channels

For example, brick-and-mortar retailers can equip their stores with digital kiosks, which can be used in a variety of ways. They can be used to ask your visitors about their needs when they're looking for information, or to offer experiences that are both interactive and creative. Of course, the equipment is not there to replace human intervention, but rather to support your sales staff and help them offer an enriched experience.

The tools used can intervene at any time, before the purchase to target the customer's needs, during the purchase to personalize the offer, or afterwards to maintain contact with the customer and encourage him to carry out defined actions.

The brand must also adapt to the communication channels of the generations it targets, and make itself available to them at all times - RE - A- CTI-VI-TÉ. Indeed, your customers must be able to visit your website to discover your services, be able to ask questions from an instant messaging system - why not a mobile one? Like WhatsApp Business for example, visit your store if need be, or interact with you on social networks.

GOING FURTHER

SMS or email? The ultimate comparison

The usefulness of SMS in a clienteling strategy

A direct, personal channel

SMS is the most direct communication channel. Unlike its main competitor, email, it has an exceptionally high open rate, often estimated at over 90% within minutes of receipt. This is in contrast to emails, which can remain for hours or even days without triggering any action.

This level of engagement makes it the ideal tool for reaching customers quickly and in a personalized way.

As part of the clienteling process, SMS can be used to communicate essential information, such as special offers, invitations to exclusive events, or personalized advice based on the customer's preferences and past purchases. For example, a customer who has recently purchased a fashion item could receive a SMS suggesting a complementary accessory, thus strengthening the customer-brand relationship.

Examples of SMS :

[SenderID]

Hello [First name], we've got you covered! Join us on Thursday 15/10 from 7pm in your favorite grocery store for an exclusive tasting of back-to-school products. See you soon! 🍷🧀

[SenderID]

Hi [First name]! You're going to love our new collection of ultra-comfortable and trendy sportswear. Get 10% off your next purchase with code SPORT10. 💪👟

[SenderID]

Hello [First name], your miles are waiting for you! 🌟 Use your points for a free flight or upgrade. Check out our special destinations and book today. Thank you for your trust!

[36037]

Hi [First name], coming back to [Destination] soon? Take advantage of a 15% discount on your next flight to [Destination]. Treat yourself to a trip in style with our loyalty program. 🌍🛫

GOING FURTHER

Improve your customer relations with 60 examples of SMS notification

Discover our selection of examples to inspire your first messages.

An instant, customizable channel

These days, almost everyone owns a smartphone, and in a world where time is a precious resource, the immediacy of SMS is a major asset. Reach your customers directly, at any time, in the palm of their hand.

It enables companies to react quickly to events or take advantage of opportunities in real time. Inform your most loyal customers of a flash sale or a new collection as soon as it arrives. This kind of responsiveness, combined with the personalization offered by SMS (variable names, products, dates, e-mails, etc.), is at the heart of the customer experience.

Strengthening the relationship of trust

Used in a relevant and non-intrusive way, the short message helps to strengthen the relationship of trust between your company and your customers. By sending relevant messages, you demonstrate your understanding of their needs and expectations. Don't forget that this feeling of recognition and importance is essential in clienteling, where the aim is to create long-term relationships.

Use cases

The luxury retail sector has long understood this, offering a customer experience that lives up to the expectations of their demanding clientele. In fact, you've probably already had a clienteling experience without even realizing it.

Airlines also offer programs for their most loyal customers - frequent flyers - in the form of lounge access, mileage points and so on.

Cosmetics brands are particularly fond of this, installing kiosks offering personalized skin diagnostics as part of their marketing campaigns.

Conclusion

Mobile messaging via SMS or its instant messaging variants (WhatsApp Business, RCS) appears to be a powerful tool in the implementation of a customer relationship strategy. Its direct nature, the ability to personalize content and its ability to meet the need for constant responsiveness make it a privileged channel for maintaining and strengthening customer relations. By integrating it in an intelligent and measured way, companies can transform every interaction into an opportunity for lasting customer engagement, with customers becoming their best ambassadors.

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September 06, 2024 - 6 min read

Calls & SMS via 06 and 07 are forbidden to Companies.

Romain Didelot

Introduction

In 2023, Arcep published a new numbering project, reshuffling the cards in the telecommunications sector. From now on, 06 and 07 numbers will be dedicated to private individuals. This new orientation gives pride of place to new messaging services for all exchanges between a platform (brands) and the consumer.

The ambition, now more than ever topical, was to put an end to fraud, smishing and other unwanted telephone canvassing, all of which blight the lives of mobile subscribers. But what if this strategy was also a new opportunity for professionals to fully enter the conversational era? Where do we stand today?

Reasoning about a market with solid growth, but with unclear contours

Arcep(L'Autorité de régulation des communications électroniques, des postes et de la distribution de la presse) has decided. From January 1, 2023, telephone numbers beginning with 06 or 07 will be reserved exclusively for private individuals, for "interpersonal" use.

" The Authority reserves the use of numbers starting with 06 and 07 - permanently attached to a user in everyone's mind - exclusively for interpersonal communications services.

As indicated in Arcep's press release on this decision, " non-interpersonal use of mobile numbers will be switched to other categories, such as the new 09 category ".

Today, companies can still send short messages to their customers from short codes (with or without Sender ID), only numbers starting with 06 and 07 are forbidden.

Why this change in numbering?

The use of notification messages has exploded in recent years. By 2022, 60% of text messages sent in France will be notifications. This strong growth is accompanied by new uses linked to the immediacy of the customer/brand relationship. These include calls and short messages sent by companies, via 06 or 07 numbers , to confirm an appointment, a delivery, or to be able to make and receive a call on a temporary number.

However, these new uses have blurred the relationship between brand and customer, paving the way for the misuse of cold calling and, above all, for a surge in fraud.

Phishing by telephone, smishingA veritable epidemic of fraud has spread, forcing the regulator to take action to better protect subscribers.

Don't wait any longer, set up your own mobile alert system, adaptable to your organization and its needs.

A new numbering plan to protect subscribers

The application of this framework is excellent news, as these measures respond to 2 concrete problems:

By reserving 06 and 07 for private individuals - and switching corporate communications to 09 - the general public will be able to identify corporate calls and messages more easily, and thus be more aware of the nature of the content they are receiving. This decision provides greater protection against the large volumes of calls and messages that can be a nuisance, but also against the increasing number of attempted scams.

In the same way, once this clear new legislation is in place, the regulator leaves the field open for operators to implement their ability to cut off mass shipments of smishing content via 06 and 07.

This action, coupled with the control of Sender IDs (personalized SMS senders) should make it possible to fight smishing effectively and offer the market a definite gain in credibility!

The regulator has also adopted measures to regain control over 06 and 07, and thus avoid a shortage in the future.

New numbers and uses available for businesses (Time2chat)

With the introduction of 09 telephone numbers dedicated to businesses, Arcep is regulating a usage that has seen an explosion! Brands want to converse with their customers at all times and in an omnichannel way: by voice, by message, by short message. As Arcep explains in its press release, 09 numbers will meet the "growing needs of French businesses" in this respect. Interested companies will be able to implement innovative communication solutions between themselves and a subscriber, with a dedicated and recognizable type of number, offering maximum performance for these new resources. These long numbers could be used, for example, to establish message-based conversations between a retailer and its customer, or to set up ephemeral relationships with platforms (parcel delivery, VTC drivers, etc.).

GOING FURTHER

Find out more about Time2Chat

Features, benefits, uses and pricing.

From Virtual Mobile Number to Time2Chat

At the same time as announcing the disappearance of 06 and 09, af2m announced the launch of Time2chat. A new messaging service dedicated to exchanges between brands and their customers.

The gradual shift from NMV to Time2chat illustrates the evolution of consumer needs, towards greater immediacy and interactivity.

"Because it uses SMS and voice, Time2chat benefits from the universal nature of native technologies on cell phones. There's no need to install a specific application to use Time2chat. It's a guarantee of simplicity and fluidity. explained AF2M.

With the rise of instant messaging, users and businesses have gradually adopted real-time chat platforms for far more dynamic interactions.

This evolution is explained by the search for greater efficiency in exchanges and a better user experience, responding to modern expectations of speed and user-friendliness.

Democratizing conversational commerce

This use could revolutionize customer relations, but also open the door to conversational commerce on all cell phones.

In recent years, brands and customers alike have seen a growing need for two-way communication. RCS and WhatsApp Business respond to this need for conversation. This new use of 09 numbers could provide a universal solution for both channels, minus the multimedia aspect.

COMPARATIVE

Time2Chat, WhatsApp, RCS. Which conversational channel to choose?

Our team advises you

Interested in our services? Our account managers and technical team are at your disposal to answer any questions you may have about our SMS solutions, and to advise you on how to set up your campaign.

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July 26, 2024 - 9 min read

How to reduce cart abandonment rates when shopping online

Romain Didelot

Introduction

Optimizing your website's conversion rate is key in e-commerce. And going through the shopping cart is one of the crucial steps before converting your sale. 7 out of 10 visitors abandon their shopping carts before finalizing their order/purchase. While this figure is a problem, it's not inevitable. Rather, it's an opportunity. Yes, there are plenty of ways to reduce the rate of abandoned shopping baskets, and even capitalize on them with SMS ! This message can make the difference between a purchase and an abandonment, both during the conversion process as well as for follow-up after an abandoned cart. Follow the guide.

Defining and estimating online shopping cart abandonment

What is cart abandonment?

Cart abandonment is a phenomenon specific to e-commerce. A user adds items to his or her shopping cart for a purchase on an online store, but leaves the site without finalizing the order process with a transaction. Cart abandonment can be linked to various factors, both external (on the buyer's side) and internal (on the merchant's side).

Potential buyers sometimes use the shopping basket as a wishlist. A shopping list to save for a more convenient time or to make a 1^er product sorting. Consumers can also compare your offer with other sites simultaneously and decide to finalize their purchase elsewhere.

On the online shopping site side, certain elements of the customer experience may have put users off, such as high delivery costs, a lack of flexibility in payment methods, problems with the payment process, a blurred customer journey or overly complex navigation, security concerns, etc.

How do you calculate the abandonment rate?

While the finesse of the data collected depends very much on your e-commerce solution (tracking level, GTM and GA settings...), calculating your visitors' shopping cart abandonment rate is fairly straightforward. It's the number of shopping baskets created that haven't led to a transaction, or a sale for short.

The calculation is Next :

100- [Number of transactions / number of basket creations X 100].

Example: Yesterday, my company recorded 20 basket creations for 5 transactions. 100- [20/5X100] =75. The shopping cart abandonment rate is 75%.

You can calculate the online shopping cart abandonment rate using data collected by your web analytics solution.

Depending on the level of tracking and the payment module you've set up, the objective expressing basket creation may be different: it's either the number of "basket creation" events, or the number of visits to the URL summarizing the items added.

Simulate in 3 clicks the ROI
of a SMS "abandoned cart" campaign
↓

What are the main causes of shopping cart abandonment among online visitors?

According to a study conducted by the independent American institute Baymard ¹ on shopping cart abandonment in 2023, shoppers abandon their carts more than 69% of the time (average based on 48 different studies, conducted between 2012 and 2023). Imagine the number of customers/buyers to be gained by solving the problem that causes them to abandon their shopping cart.

Here are the Top 10 reasons for dropping out:

48% Additional costs added to purchase or costs too high (delivery/shipping, taxes, miscellaneous costs...)
24% Mandatory customer account creation
22% Delivery time too long
18% Trust in the site regarding payment - Fear of using credit card on site (mainly outside E.U.)
17% Payment process or order tunnel too long/complicated
16% I couldn't see/calculate the total cost of the order in advance
13% The website had errors/concerns about ergonomics and design
12% Return policy was unsatisfactory
9% Few payment options/lack of diversity in payment methods
4% Credit card refusal

While these statistics may indeed be frightening, they are proof that e-tailers have a huge opportunity. 69% abandonment rate and fear of checkout means 69% room for optimizing the customer journey and boosting ROI.

Putting an item in a shopping cart expresses your visitors' intention to buy. There may not be much missing for the user to take action and become a buyer. What's more, 3 of the top 10 reasons for shopping cart abandonment are avoidable thanks to SMS !

The SMS relaunch message after cart abandonment: the key to boosting your e-commerce sales

When it comes to sending a message to your customers after an abandoned shopping cart, email is naturally the first choice. In fact, according to skeepers, this is one use case in which it performs particularly well. ²the abandonment email achieves a success rate of 29%.

The same is true of the study carried out by SaleCycle³ where we learn that :

However, as the KPI comparison SMS vs emailSMS 's performance makes the competition pale in comparison:

GOING FURTHER

SMS or email? The ultimate comparison

Just imagine what SMS can do for your online store's abandoned cart recovery strategy.

What's more, SMS and e-mail can also be used together as part of a marketing automation strategy. For example, we can imagine a workflow in which follow-up emails that are not opened after a given time trigger the sending of a SMS message, thus maximizing the chances of your buyers returning to the shopping cart page.

Used alone or in conjunction with e-mail, SMS marketing offers you numerous possibilities for your abandonment reminder procedure. It offers you the virtual certainty of being read, it's customizable, universal and easy to set up. Here are a few tips to make this message even more effective.

7 tips to reduce shopping cart abandonment with the SMS

Offer delivery costs / be clear about delivery times

Do you offer free shipping? Include it next to your CTAs! Offering delivery on the purchase of several products or on orders over a certain amount not only boosts your sales, but also encourages cross- and up-selling.

Also, waiting always seems longer when you don't know how long it's going to last. An order reminder email or SMS containing a tracking URL can improve the customer experience.

Don't impose the creation of customer accounts / optimize the recovery of an account

24% abandonment rate, thanks to SMS ! You can authenticate web users via their telephone number using SMS OTP , and generate a secure customer account seamlessly. The OTP also avoids churn due to forgotten logins by enabling recovery from the verified number. So you don't force the creation of customer accounts, but they still exist for the purchasing process.

Add elements to give buyers confidence in your site

Another major cause of abandonment (18%) avoidable with SMS! Enhance the user experience and customer confidence in your site with an additional security feature(2FA), and reinforce the "forgotten password" function with a quick check. Also consider adding a reassurance banner to your page, which remains visible at every stage of the customer journey and brings together all the reassurance criteria (guarantees, free returns, 3-D secure, ethical values, etc.).

Be fully transparent about additional fees

Delivery costs play a major role in the purchase decision (48%), so it's best to address the need for clarity on the page right from the start. On the web, it's a mistake to think that consumers who reach the shopping cart are committed enough to the purchasing process to accept high delivery charges. Competition is fierce, and web users are volatile. If offering the fee is too great a loss for you, increasing the price of your products by taking into account part of the delivery costs can avoid the emotional elevator at the end of the purchase tunnel.

Put forward a favourable return policy

Many brands have made sales using this technique. A long withdrawal period, free returns, a clear and advantageous refund or voucher policy... It's an excellent message sent to consumers: they can take action, without consequences.

Offer a simple navigation and payment experience

Avoid unnecessary steps at all costs, to reduce the number of clicks between item selection and transaction. One-click payment is the goal, even if it's difficult to achieve. You can also remove the navigation header at the entrance to the funnel to help concentration on the purchase, and/or offer information on the name and number of steps remaining at the top of the page. Where possible, also make sure to provide your web users with several payment solutions, including the Apple Pay option.

Set up an automatic basket backup

It may not have been the right time to make a purchase, but give your customer a chance to return to your pages when the context is more conducive to making a purchase. In the meantime, you can set up a series of follow-up messages by e-mail, SMS or both! All ways that will help you convert.

Key elements of a SMS stimulus package

1.buyer's name

Like email, SMS has variables that can be replaced by customer data. Addressing buyers by their first name is a great way to start a personalized experience.

2.product name

Abandoned cart SMS are sent 30 minutes to a few hours after a customer leaves a website. This can be a long time, so customers may have forgotten the contents of their shopping cart. Make sure you include the product name with the variables for an effective reminder before your link to the purchase page!

3.URL

This is obviously the detail that shouldn't be missed. The link is your call to action, directing customers to the checkout page, often with their products in the shopping cart. Tip: use a personalized link. Using branded links or personalized URLs can increase brand visibility and boost CTRs by up to 39% (Zipwhip ⁴).

4.discount

Discount codes can make all the difference, especially for customers who have abandoned their shopping baskets due to unexpected delivery charges. Not a fan of discounts? Offer free delivery from an average basket or exclusive gifts for a similar effect.

5 Incentives for action

The call to action (CTA) pushes customers to act immediately, all the more so when it plays on FOMO (Fear Of Missing Out). This fear of missing out affects 52.9% of under-25s and nearly a third of 25-45s (SpotPink). In your abandoned basket messages, combine your incentives with a short expiry date or limited stock to encourage people to take action.

GOING FURTHER

Discover the 10 keys to effective, profitable SMS campaigns.

Example of a reminder message SMS : Abandoned shopping baskets

To help you get started with your relaunch strategy, we've decided to provide you with a few examples from SMS of abandoned carts. Discover the 6 perfect examples to get you started:

[Brand name]

You seem to have forgotten something!

Your basket is still awaiting payment. Use code [code name] to get 10% off your entire order.

[link to abandoned cart]

STOP 36123

[SenderID]

Hello [Name],

Get [Product] today before it's out of stock.

[URL]

STOP 36123

[SenderID]

Hey, [Name], it's [Brand name].

We've noticed that you haven't finished shopping. Don't worry, we're looking after you - use [code] to get X% off your order! [ link page].

STOP 36123

[SenderID]

[Name], the superb products of [brand name] are about to be yours. Just a few clicks away!

Get your products here [URL].

STOP 36123

[Brand name]

Hello [Name], you've left a few things unattended!

Use code [code] to get [% ] off your order!

[URL].

STOP 36123

[Sender ID]

Hey, [Name], maybe you missed out! There are some great items in your cart. It's time to take advantage of the free delivery offered to our Internet users!

Click here to complete your order [page].

[Brand].

STOP 36123

NEED MORE EXAMPLES?

All our examples of promotion, sale, private sale, welcome messages...

Conclusion

These examples and the tips above should be more than enough to get you started with SMS abandoned cart messages. These SMS can be set up from Shopify, WooCommerce or other providers. Don't forget to set the right triggers and automate the process, and get ready to see your company's sales soar!

SOURCES

1: https://baymard.com/lists/cart-abandonment-rate

2: https://skeepers.io/en/blog/fight-cart-abandonment/

3: https://www.salecycle.com/

4: zipwhip

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May 28, 2024 - 5 min read

The SMS alert, an indispensable tool in a crisis

Elsa Paparone

Introduction

Whether it's a service outage, a weather forecast, an epidemic or a data breach, SMS enables companies to rapidly implement their crisis communications. Every company needs to be prepared for the possibility of a crisis, and to prepare its information plan in advance.

With mobile messaging, you can reach your recipients anywhere, anytime. SMS , an indispensable tool for your emergency communication strategies. We explain why!

Features of SMS

The SMS alert system is designed to broadcast and notify stakeholders in a crisis situation of urgent information, in real time and possibly automatically. Accessible in all circumstances, and a genuine support for your emergency communications strategy, content broadcast on cell phones is an essential tool. You certainly remember the media communication plan (but not only), the SMS campaigns sent by the Government to the entire French population, on the rules of confinement and travel restrictions in order to manage the health crisis:

[SenderID]

Alert - covid 19

French President Nicolas Sarkozy has announced strict rules that you must follow to fight the spread of the virus and save lives. Outings are authorized with a certificate and only for your work, if you can't telecommute, your health or your essential shopping.

More information at www.gouvernement.fr

A simple, cost-effective and extremely efficient solution, SMS enables your company to communicate quickly, instantly and reliably on your recipients' smartphones. It enables you to inform and transmit alerts to stakeholders without delay in situations of crisis, emergency, etc. Whether it's to inform a single person or an extended contact base, mobile communication of your alerts remains the most effective means, whether from the point of view of instantaneous dispatch and reception of content, or its read rate. By way of comparison, while the media can reach the masses, SMS is personal and direct.

Don't wait any longer, set up your own mobile alert system, adaptable to your organization and its needs.

The benefits of using SMS to manage crisis situations

Performance

With a read rate approaching 95% (and an average reading time of 3 minutes), SMS dominates its competitors, e-mail and social networks. It is currently the most popular communication tool for companies.

The e-mail is read up to 20% / 30%, but beware, it may remain unopened for hours or even days in a mailbox.

Publications on social networks have varying rates of visibility, depending mainly on two criteria: the social network's algorithm and the time of publication. Between 10% and 30% of subscribers, whether on LinkedIn or Instagram, will be "reached" by your post. Needless to say, this is the channel of last resort for crisis communications.

The ability to generate rapid responses is crucial to the delivery of your emergency communications. And SMS boasts a response rate of 45%, compared with 6% for e-mails. Interaction on social networks depends on the audience's engagement with the brand and the relevance of the content shared. Direct response rates can vary widely, but are generally lower than those for short messages.

SMS is not only the most effective means of communication, but also the most economical.

Cost

Taking into account the unit cost of the message, the package and set-up, SMS is the most economical exchange tool on the market. The cost of a mobile message campaign is particularly competitive. It allows you to maximize your visibility without burdening your internal budgets.

Universality

The strength of SMS also lies in the universality of the cell phone. In fact, 99% of French people now own a cell phone. Whatever your recipients' phone model, whatever their Internet connection conditions, SMS ensures that your crisis communication information is received.

Speed and immediacy

Contact your recipients anywhere, anytime, to meet your every need. SMS can be received and read almost instantaneously, making it the ideal tool for crisis management communications.

Automation

Our services enable you to set up scenarios to be triggered in the event of a crisis. A way to manage your alert strategy with peace of mind.

STUDY

SMS trends and key performances under the microscope

Find out more about our major study based on 745 million mailings SMS.

Examples of crisis communication messages

Whether your company/institution is impacted by a minor disruption or a total unavailability of service (both internal and external), an effective communication plan must be put in place upstream to enable you to react instantly to these threats, and avoid a second crisis. Tailor your content to your needs and organization, so as to warn your recipients and customers. Here are a few examples of SMS to include in your stakeholder communications plan in the event of a crisis:

Internal company information for your employees

[SenderID]

France COVID-19

To all smsmode^©We would like to inform you of the introduction of teleworking starting tomorrow, Tuesday March 16. Please remain at home until further notice.

Works information - building closure

[SenderID]

[Company] - WORK

Please be advised that the main building of the Pôle Média Belle de Mai is closed until further notice.

Those who have not collected their belongings will be able to pick them up in the reception area within the next 24 hours.

Please make your arrangements until further notice.

[SenderID]

[Company] - MAINTENANCE

An intervention to restore power to rue Guibal will take place this afternoon (between 3pm and 6pm).

Please make your own arrangements. Teleworking is highly recommended. Your HR remains available to answer your questions.

Notifying your customers/patients

[36037]

REPORT

Marie Perrin, your consultation with Maître Martin on 20/03 had to be cancelled due to the latest measures taken by the government.

The latter can be used to reschedule appointments or to set up a videoconference.

Reply REPORT or VISIO to SMS.

Event cancellation/postponement

[Sender ID]

CANCELLATION

Dear customers, the Philharmonic Orchestra concert scheduled for 20/03 in your city of Amiens has been cancelled.

Please visit our website: www.francephilarmonie.fr to benefit from reimbursements.

Weather alert

[Sender ID]

The Bouches du Rhône department has been classified as a red zone for the next three days.

We advise you to keep travel to a minimum. All the information in the "My City" section on www.alertesmeteofrance.fr

Safety alert

[Sender ID]

[Company] - Security alert

A data breach has been detected on your account. To secure your account, use the OTP code Next to reset your password: 34587.

If you are not the cause of this action, please contact our support team immediately.

Mobile subscription alert

Bouygtel

Dear customer, you have reached 80% of your monthly package.

To avoid additional costs, we recommend that you monitor your consumption.

For more options, visit our website or contact our customer service department.

GOING FURTHER

Improve your customer relations with 60 examples of SMS notification

Discover our selection of examples to inspire your first messages.

smsmode^© supports you in your crisis communication strategy

A SaaS platform for sending SMS , accessible via the Internet and equipped with all the professional features needed to send messages immediately and autonomously: address book management, saving of message templates, receipt reports, consultation and management of replies received, online payment, triggering of predefined actions, etc.

The SMS voice alerts are more effective thanks to the ringing of the mobile, which is more persistent when a voice message is received than when a classic SMS is received. You receive a listening report for each SMS voice message.

Thanks to the rental of a virtual cell phone number (NVM), the reception service enables you to set up a registration service for the free alert system by registering at SMS. It also enables you to receive replies from your recipients and set up advanced two-way mobile communication scenarios.

A REST and MAIL API: thanks to our REST & Mail APIs, you can integrate the automated sending of SMS alerts directly from an email inbox or in your external application (CRM, e-commerce site, mobile application, etc.). The sending of SMS campaigns will be integrated directly into your application, and can be triggered by pre-defined events.

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July 09, 2024 - 3 min read

Engage gym customers with the SMS

Elsa Paparone

Introduction

Are you a gym manager looking for an innovative way to engage your members and improve their customer experience ? Then you've come to the right place!

Long considered a simple tool for personal exchanges, SMS has over time established itself as a powerful and versatile information channel for any type of company wishing to communicate with its customers.

Gyms need to communicate with their members on many occasions. SMS will enable you to strengthen customer loyalty, optimize the management of sessions and appointments, and promote your special offers instantly.

Let's take a look at how SMS can help you reinvent and energize exchanges between your organization and your customers.

Use of SMS for gyms

SMS is ideal for customer relationsIt is therefore useful for many purposes that can be deployed by a gym to communicate with its members:

The benefits of SMS for fitness centers

Undeniable performance

Let's compare text messaging with its main competitors: e-mail, social networks and paper communication or flyers.

In terms of reach, the undisputed leader in this competition is SMS , with a read rate of 95% within 3 minutes Next being sent. It is currently the most effective dialogue tool. This compares with email, which has a read rate of between 20% and 30%, and can remain unopened for hours or even days.

The visibility of (free) posts on social networks varies, depending on the social network's algorithm and the time of publication (the magic of social networks). Generally speaking, only 10 to 30% of subscribers, whether on LinkedIn or Instagram, will see your post.

Turning now to the response rate, the ability to generate rapid responses is crucial when sending out your commercial communications. Short messages have a response rate of 45%, compared with just 6% for emails. Interaction on social networks depends on the audience's engagement with the brand and the relevance of the content shared. They therefore vary widely, but are generally lower than for other channels.

The conversion rate of SMS marketing can easily reach 30%, thanks to its direct and personal nature. The conversion rate for email is between 2% and 5%, while for social networks it varies, again depending on the platform and type of content. They are often lower than text messages, at between 1% and 2%.

Last but not least, the paper medium is being shunned in recent times because of its higher environmental impact. Producing a flyer is slower, more expensive and less effective in terms of reach and impact.

SMS is not only the most effective means of communication, but also the most economical.

Unbeatable value for money

SMS is the cheapest marketing mailing service on the market. In fact, the cost of a mobile messaging campaign is particularly competitive, and its its ROI is impressive. It allows you to maximize your visibility without increasing your marketing budget.

Universal communication medium

The strength of the short message service also lies in its medium. Who doesn't own a cell phone? Young and old alike are almost universally equipped, whether it's to meet the need for access to all the functionalities offered by a cell phone (social networking, etc.) or to the most basic of them all, making a phone call.

Fast, instantaneous exchanges

Contact your customers anywhere, anytime by message (please moderate for SMS marketing which is not possible on Sundays and public holidays). SMS can be received and read almost instantaneously, making it ideal for reminder communications (course reminders, subscription expiry reminders, etc.).

GOING FURTHER

Discover the 10 keys to successful mailings SMS

Examples of SMS for gyms

Course reminder

[SenderID]

Hello [First name], you've booked a cardio pilates session with Baptiste at 6.30pm this evening! Don't forget to arrive 5 minutes beforehand.

- Cancel my reservation

[SenderID]

[First name] Thank you for registering with our [gym]. We look forward to welcoming you to your first class.

- I'll make a reservation.

170 characters

137 characters

Cancellation

[SenderID]

Hello [First name] we regret to inform you that your yoga session of 05/07 19h has been cancelled, we invite you to reschedule it here

- I reschedule my session

175 characters

Exceptional closure

[SenderID]

Dear member, due to water damage, we are obliged to close your fitness club from July 4 to 6. We apologize for this inconvenience. The [gym] team

215 characters

Events

[SenderID]

Happy birthday [First name] ! To celebrate, we're offering you a free coaching session with your favorite trainer. Join us at reception to reserve your time.

[SenderID]

Open house at your favourite club, July 5-10: Free trials for non-members, free registration fees

- I'll make a reservation.

183 characters

142 characters

Commercial offers/new member recruitment

[SenderID]

Refer your friends and family and win 1 month's free subscription, and for your godchild, the registration fee is free!

[SenderID]

[First name] your membership in our fitness club ends next month, it would be a shame to abandon the efforts you've made so far.

- I subscribe again.

121 characters

167 characters

GOING FURTHER

See all our SMS examples (over 120)

Conclusion

The use of mobile messaging by sports clubs represents a modern and effective marketing strategy that meets the needs of companies and their customers. With its speed, affordability and more than satisfactory KPIsSMS is an indispensable tool for strengthening member commitment and loyalty. It enables gym management to transmit information in real time, personalize interactions and maintain constant contact with their members, thus promoting an optimal customer experience.

What's more, the reduced environmental impact of SMS makes it a more sustainable and responsible option. By adopting this method, fitness clubs can not only improve their operational efficiency, but also contribute to preserving the environment.

As the fitness sector continues to evolve and digitize, integrating SMS into communication strategies is proving to be a major asset.

smsmode^© supports you at every stage of your communications strategy

Create your free account

Try out our SMS platform and benefit from 20 free test credits, with no obligation.

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July 04, 2024 - 3 min read

How to integrate a chatbot into WhatsApp business?

Romain Didelot

Introduction

Opting for the integration of a chatbot in WhatsApp Business messaging means choosing the #1 ally for customer relations in an application made for 2.0 conversation. WhatsApp connects billions of users. Thanks to WhatsApp Business, companies now have a multi-functional channel for engaging their customers. Using chatbots within WhatsApp enables you to stand out quickly and on a massive scale. This tool alone can change your brand image. A conversational bot helps your support team, engages your customers and gives you an omnipresence capable of boosting your sales processes. Follow our guide to implementing a WhatsApp Business chatbot implementation.

How does WhatsApp Business work?

WhatsApp has launched WhatsApp Business, a free downloadable mobile app for small businesses. The app energizes your mobile communication and takes it to the next level by helping you connect with your customers via message, engage in conversations with them, showcase your products and answer your customers' questions. With WhatsApp Business, you can create a catalog to showcase your products and use special features to automate, sort and reply to messages. By using WhatsApp Business APIAPI, you can also connect a chatbot to your business accounts.

Attention

Marketing is tightly controlled on WhatsApp Business. To guarantee a quality customer experience, push marketing is not possible. You can sell your products on WhatsApp (a payment system is integrated), but the exchange must be initiated by the consumer. Only template messages are initiated by the brand, but they are subject to prior validation by Meta before they can be sent to customers.

Billing is per conversation, with a lower cost when the conversation is initiated by the user. Once the conversation has started, everyone can interact for 24 hours. During this window, messages sent by the user to the brand, as well as those sent by the brand to the user, are free.

The model chosen by WhatsApp for its business app is very user-friendly, making it both a service and an ideal channel for customer relations. The integration of a chatbot is therefore more than relevant.

COMPARATIVE

WhatsApp, SMS, RCS and Time2Chat. Which one to choose?

What is a WhatsApp chatbot?

Definition of a chatbot :

A chatbot is a program capable of interacting with humans via messaging, a web platform or a mobile application.

This conversational robot, considered AI in some advanced cases, "replaces" the customer advisor for users, most often during the first contact. Chatbots are ideal for solving simple problems, answering frequently asked questions or clearly defining customer needs before a human agent intervenes .

In short, chatbots are expert tools for easily enhancing your customer experience via message.

The use of chatbots in WhatsApp Business

While the use of chatbots is widespread on web solutions or Facebook Messenger, it is not yet extremely present on WhatsApp Business. On the user side, it works like all conversational chatbots: people communicate with it on WhatsApp via the messaging interface, as if they were talking to a real person. In most cases, the chatbot is simply a set of automated responses organized in a tree structure that simulates a human conversation.

But for truly convincing results and a better customer experience, it's best to opt for an AI-enhanced chatbot. This is the case with the chatbot we offer in collaboration with our partner Dydu, an expert conversational AI startup that offers a chatbot based on natural language understanding, artificial intelligence and generative AI, for a seamless customer experience.

While it's "possible" to build a response tree on WhatsApp Business yourself, the service has many limitations that you should be aware of before embarking on a development that won't offer all the advantages of a true conversational bot. Building the bot yourself can be tricky and time-consuming, which is why you need real assistance.

Why create a WhatsApp chatbot?

With the chatbot, you win on all fronts:

You offer your company a potential customer base of 2 billion users and a simple way to establish a dialogue.
You can increase customer satisfaction by 60% (Forrester consulting)
You guarantee a minimum response time and reduce the time it takes to process requests.
You give your advisors greater peace of mind , and more time to concentrate on complex issues.
You can allow your advisors to manage multiple simultaneous conversations and also launch large campaigns to obtain information that you would not otherwise have the resources to obtain.
You can automate part of your support, but also part of your sales!

Customer relations involve a fair amount of repetition, so being able to entrust these tasks to a virtual agent is a big plus. Chatbots are available H24, never worn out by answering the same questions, and insensitive to the annoyance that can sometimes arise from a dissatisfied customer.

What's more, exchanges on WhatsApp Business are charged by the conversation, which means that on this messaging service more than any other, resolving a customer request within 24 hours saves money. The use of a well-configured chatbot that can respond to messages all the time is also advantageous from this point of view.

WhatsApp limits commercial approaches, prohibiting outbound marketing. The use of messaging for businesses is therefore reserved for customer relations. But not every customer has a problem. Some will contact you in search of a product. If you want to be there for them quickly and at the right time, this is the ideal tool.

Chatbots for all subjects

All companies can use these tools, as all corporate functions are concerned. Whether it's a question of retrieving a purchase order, a forgotten password, a customer address... All support departments, from accounting and IT to general services and logistics, are confronted with recurring questions that AI can handle efficiently.

The chatbot can also be a true digital collaborator, influencing the well-being and efficiency of your employees . The possibilities are endless, and the data that can be transferred to your robot is virtually infinite.

Management, HRHRIS, stress management ...

These diverse issues in a large company can be easily managed bythe robot's artificial intelligence. These "Business to Employee" (B2E) applications are available on several channels, including WhatsApp, and are able to support employees in small, medium-sized and larger companies.

GOING FURTHER

Discover WhatsApp Business features

Many platforms can help you build a WhatsApp bot, but not all of them will help you get your account validated for access to the service's API. And without WhatsApp validation, you won't be able to launch your chatbot.

It's possible to create a company profile on your own, or even set up a basic chatbot without an API, but doing so without support is very time-consuming, and processing a large number of requests may prove impossible.

Creating a chatbot yourself means writing all the answers to a huge tree structure and selecting (on a smartphone) all the trigger keywords.

To access the WhatsApp Business API and send large volumes of messages, it's best to use a service provider recognized by Facebook. WhatsApp is an application that aims to inspire trust. It takes to heart the verification of all business profiles to guarantee its users a quality experience and avoid SPAM and phishing at all costs. Validating a profile can therefore be arduous, and authorizing use of the API even more so.

Choosing us also means making the process of creating your company accounts, and therefore your WhatsApp chatbot, easier.

By using our WhatsApp chatbot solution, bot development can begin immediately, while awaiting WhatsApp approval. This means you can save time and have a working bot as soon as you get your API key.

Like all bots, our solution lets you create conversation flows, but it does so with the help of Artificial Intelligence. Its AI is based on LLMs (Large Language Models), like OpenAI's Chat GPT. In other words, advanced technology for human language recognition and dialogue assistance.

A dedicated, experienced team is with you every step of the way, whether you want to set up a high-performance, easy-to-use response tree, or begin a machine learning process dedicated to your business. We'll help you rapidly create the most efficient conversation flow capable of responding to +90% of requests.

By choosing smsmode^©, get your company profile validated quickly and enjoy all the benefits of a WhatsApp chatbot:

95% comprehension rate from launch.
A solution that is insensitive to spelling mistakes.
Artificial intelligence that's constantly improving.
Quick answers to best guide the conversation.
A deep conversational pattern that can be perfected by analysing your chat history.
The right tone for your brand.
A 100% French solution offering a level of security guarantee that complies with RGPD requirements.
The possibility of integrating your bot with your customer service or CRM software.

GOING FURTHER

Discover the WhatsApp Business API

How do I integrate my chatbot? The steps

The first step for real chatbots is to have a connection to the WhatsApp Business API. Secondly, you need to meet certain prerequisites. The purpose of the chatbot is important to WhatsApp. It is forbidden to use a WhatsApp chatbot for marketing messages, WhatsApp chatbots are reserved for customer service. Also, at any time, switching to a human agent must be possible.

The stages of creation :

Conclusion

WhatsApp Business is expected to become a preferred customer service channel for users. Its intuitive use allows users to get answers quickly and at any time. On the brand side, WhatsApp Business is a great way to build loyalty. It allows you to adopt a personal communication and keep in touch. With a chatbot, your presence on WhatsApp Business is constant. You have the opportunity to relieve your customer service and at the same time give the consumer a 360° support. This will fully satisfy your customers and boost your sales.

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June 22, 2024 - 5 min read

SMS & tourism: a winning strategy

Elsa Paparone

Introduction

In 2022, around 70% of travel-related queries were made on smartphones, a trend that will be confirmed in 2023, with the figure reaching 72%.

The reasons for this craze? Practicality and the constant improvement of mobile platforms. Many professionals have understood this challenge. As a result, they complement their strategy by sending SMS to their customers, taking advantage of the reach and KPIs of this mobile channel for marketing and notification.

Why integrate SMS into my marketing strategy?

77% of French people say that their smartphone is their best ally on vacation. Book accommodation or a flight, search for information, products and services nearby, consult itineraries, etc. The cell phone seems to be as indispensable as sun cream, since 87% of holidaymakers say they go on vacation with it.

Tourism is a sector where the convenience and immediacy of the telephone make all the difference, offering customers significant added value in terms of ease of use. SMS is perfectly suited to the communication needs of tourism professionals, who benefit from a relevant medium to meet the expectations of e-tourists in the various contexts and stages of the customer journey.

There's no doubt about it - if there ever was - that a professional in the industry can improve his or her relationship with the consumer while remaining competitive in a constantly evolving market through the use of short messages.

Enhance your tourism experience with SMS !

GOING FURTHER

High-performance marketing.
10 tips to maximize the impact of your campaigns SMS

In this guide, identify the contact points where SMS can optimize your advertising campaigns.

Use cases

Confirm reservations for an optimized travel experience

Thanks to the implementation of SMS notification and whatever the service offered (hotels, camping, apartment and house rentals, car rentals, airlines, transport companies, travel agencies, city offices, tour operators, etc.) you can send your customers confirmation of their actions directly to their cell phone.

Sent by message, this summary of your stay or service will be a real aide-memoire, bringing together all the practical information and details (date, order number, as well as the facility's telephone number, etc.).

Text messaging, which can be consulted even without an Internet connection, represents a real added value to the e-tourist experience and an improvement in customer satisfaction...

[SenderID]

Thank you [First name]!
Your reservation for bike rental in [City name] is confirmed for [Date].
Your bike will be waiting for you at [Address].
Enjoy your ride!"

[SenderID]

Hello [First name],
your booking at the hotel [Name of the hotel] from [Date] to [Date] is confirmed.
We look forward to welcoming you!
Find all the details of your booking on [URL].
See you soon!

Announce events by notification to promote your destination

Inform tourists about events in your region, news, ideas for outings, leisure activities, cultural events, etc., that will be taking place during their stay. Sending SMS is an effective way of disseminating and promoting information at the heart of the tourist season. And it's by playing the simplicity card (a simple SMS sent), that tourist structures provide a relevant and measured response to user expectations. In short, the right information at the right time, as directly as possible!

[SenderID]

Hello [First name],
This is the [City name] Office.
Tonight at [Time], join our special evening tour.
A unique opportunity to discover [Name of tourist site] from another angle.
Book now!

[36037]

Don't miss it!
On [Date], join us for the big[Name of event] party at [Place].
On the program: shows, entertainment for the whole family and a fireworks finale.
Come one, come all!

Carry out an advertising campaign to promote its offers

What about advertising on SMS for the tourism sector ? Integrating SMS into a promotional strategy enables businesses and local tourist offices to reach out to their target groups, and relaunch their campaigns for advertising and loyalty-building purposes. It also enables agile digital communication, using mobile messaging as a gateway to your customers, to bring them (back) to your website. The opportunities offered by this effective and innovative channel are very real, particularly when it comes to last-minute "purchases".

GOING FURTHER

Boost your SMS campaigns with a mobile page

Adopt SMS enriched: a text message coupled with a link to a mobile landing page.

By offering exclusive promotions or targeted opportunities, the challenge of boosting sales of a destination or service must, to take full advantage of the advertising message's potential, be coupled with strong personalization and originality of the offer as a key differentiating factor.

[Monsite]

Want to get away from it all?
Take advantage of our special offer: -20% on all stays at [Location]
For bookings before [Date].
Book now and go on an adventure!
[Booking link]

[Monsite]

Looking for a last-minute getaway?
-25% off accommodation at [Location] for departures before [Date].
Don't miss this exceptional offer!
[Booking link]

Examples of crisis communication messages

Conclusion

Text messaging has established itself in the tourism sector as an essential communication tool. Its ability to reach travelers in real time and directly into their pockets enables professionals to enhance the customer experience, notably through personalized offers, and thus strengthen loyalty. Its ease of use, combined with an almost instantaneous open rate, makes it particularly effective for urgent notifications (booking reminders, timetable updates, etc.). As the digitalization of tourism services accelerates, the integration of SMS as a strategic channel continues to grow, responding to the need for immediacy and proximity among ultra-connected travelers.

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+30% more prospective tenants thanks to an effective SMS strategy

By using SMS, the property management software simplifies, improves and increases the responsiveness of exchanges with prospective tenants.

It becomes the more important given the current high level of rental activity, which generates a huge influx of rental applications for property landlords to process.

+70 000

TEXT MESSAGES SENT PER YEAR

+30%

OF TENANTS APPLICATIONS

GAINED PER RENT

ABOUT

nockee is an innovative French start-up that transform the rental process for property professionals by offering 3 services: a digital inventory of fixtures on a smartphone, simplified candidate selection and a shared agenda.

SECTOR OF ACTIVITY Real estate

COMPANY SIZE

2 employees

CREATION DATE

2022

LOCATION France

CHANNELS

- SMS

INTEGRATION - API

USE CASES

- notification
- appointment reminder

Download the nockee success story

You may also, for legitimate reasons, object to the processing of your personal data. If you wish to exercise these rights, please send an e-mail to dpo(at)smsmode.com.

Select the right tenants more quickly

Challenge

nockee looked for a channel for communicating with prospective tenants to support the innovation and effectiveness of its solution for estate agents. There were a number of issues at stake:responding effectively and personally to applicants, facing the frustration of applicants who often only receive a response several days after their application, simplifying the process for all parties involved, offering a one-click viewing appointment and freeing up valuable time for advisers.

Solution

nockee has opted for SMS messaging, which is implemented quickly and easily within its application using the smsmode^©. The SMS is sent automatically at various points in the rental process: at the beginning, to invite prospective tenants to fill in their details and finalise their application, then to remind the visits the day before and 2 hours before the appointment.

Benefits

Following the SMS implementation, 70% of applications are now completed on smartphones, offering a unified mobile housing search process. Estate agencies using the solution have seen a +30% increase in the number of prospective tenants finalising their file, and a drastic reduction in missed appointments.
In addition to the benefits for rental professionals, SMS offers a better experience for housing applicants. By offering a more responsive, transparent and qualitative process, SMS is, in short, a winning strategy.

SMS para comunicaciones relacionadas con el alquiler

SMS für die Kommunikation im Zusammenhang mit der Miete

SMS per comunicazioni relative al noleggio

We are very satisfied that we’re accompanied by smsmode^© in our growth, particularly with the adapting to our specific needs as a start-up.
When you choose an SMS sending solution, the first thing you look at is the price. With smsmode^©, we get the right price, but also the flexibility and responsiveness of the team.

Thibault Lengyel, nockee co-founder

Boosting local trade with campaigns SMS

Moneder collaborates with local entities and governments in Spain for the sustainability of businesses that dynamise municipalities, providing innovative digital solutions to face online commerce and large commercial brands.

An initiative dedicated to strengthening and supporting local shopping in the mobile era.

3 227

SHOPS

309 037

CUSTOMERS

1 800 000

TRANSACTIONS

ABOUT

Moneder is a Catalan platform that offers different solutions for both web and app of: MarketPlace, Ecommerce, Payment, Integration, Support, Booking, Information, Ticketing and much more. Working primarily with local authorities, Moneder offers local businesses an innovative digital solution to compete with online retailers and big brands.

SECTOR OF ACTIVITY

Software publisher

COMPANY SIZE

5 employees

CREATION DATE

2018

LOCATION Spain

CHANNELS

- SMS

INTEGRATION - API

USE CASES - notification (password regeneration, balance consumed, movements made, etc.)
- loyalty campaigns

Download the Moneder success story

You may also, for legitimate reasons, object to the processing of your personal data. If you wish to exercise these rights, please send an e-mail to dpo(at)smsmode.com.

Reach out to your customers with an SMS

Challenge

Moneder was looking for a simple, comprehensive and intuitive SMS routing solution to integrate SMS notifications into their mobile application.

They wanted to provide small affiliated merchants with the ability to run loyalty campaigns and notify their customers of key actions on the Moneder platform, such as purchase confirmations, regular balance updates, point expiry alerts and secure password regeneration. This new channel was essential as an alternative means of communication to email, where the readability of the information was not sufficiently high

Solution

The Moneder team integrated SMS sending by implementing the functions of the smsmode^© API. The main advantage of this API was its ease of integration. The Moneder teams particularly appreciated the detailed and high-quality documentation of the various requests. The integration was therefore carried out as quickly as possible and under the best possible conditions.

Benefits

Since the incorporation of this channel, the delivery and readability of information has been improved thanks to the high read rate of SMS messages. This new turnkey functionality for local businesses gives them greater visibility, proximity and trust. All these advantages strengthen physical retail outlets, preparing them to compete with large brands, shopping centres and e-commerce, with their well-developed digital channels.

I would like to thank the smsmode^© team for their support.
Our contact was able to respond to our questions, problems and needs at every stage of our project. Their availability and responsiveness were essential to the success of the SMS implementation.

Jan Bover, Managing Director of Moneder

Reduce service requests by 83% with assistance SMS

Plug’Heur is a white-label service for lending portable smartphone batteries.
Stands are available at their partners’ supermarkets, shopping centres and sports halls. The loan process is facilitated by SMS.

+1,5M

USES IN 2 YEARS

-83%

OF AFTER-SALES REQUESTS

ABOUT

A French start-up created in 2021, Plug'Heur offers its 150 BtoB customers white-label smartphone charging stations. Their solution has been installed in top retailers in France and Spain.

SECTOR OF ACTIVITY Business Services

COMPANY SIZE

11 employees

CREATION DATE

2019

LOCATION

France
Spain

CHANNELS

- SMS

INTEGRATION

- API

USE CASES

- information messages
- alerts

Download the Plug'Heur success story

You may also, for legitimate reasons, object to the processing of your personal data. If you wish to exercise these rights, please send an e-mail to dpo(at)smsmode.com.

offer a seamless customer experience

Switch from email to SMS

Plug’Heur designed the whole battery loan experience around digital technology. After scanning the qrcode that redirects to a web page with the partner brand and activating the battery release via an OTP, the user is then informed and reassured at each stage of the loan process via SMS.

A combination of SMS information is sent as end-of-loan alerts (4 hours before, 1 hour before, at time T and based on 12 hours after its expiry) but also, and above all, at the end of the rental period. The whole process is automatically implemented in their back office and connected via API to the smsmode routing service^©.

People needed reassurance, particularly when it came time to drop off the battery. SMS proved to be the most effective way of communicating this information.

Benjamin Berteau, Marketing and Communications Manager at Plug’Heur

SMS was not adopted when Plug’Heur was launched. With the initial product, this information was sent by email. However, as emails were not widely read, the Plug’Heur team reviewed its notification strategy and switched to another channel. This is part of a wider effort to remove all the disincentives from user experience. Alongside with the abandonment of the mobile application and the bank guarantee, substituting email gave them a simple and much more considered means of eliminating all points of friction and thus making the loan experience smoother.

HIGHLIGHT OF SMS

more read than an email

WEAKNESSES OF SMS

weak network inside certain shopping malls

extend the time spent at the physical point of sale

Cell phones can do a lot of things...

Plug’Heur’s objective in replacing email with SMS is twofold. On the one hand, SMS is an important means of communication, particularly at the crucial moment of battery return. Plug’Heur used to receive a lot of messages “did the battery return work?". Since the introduction of SMS, customer support requests have simply been r reduced by 83%.

SMS and mobile phones can be used to bring digital into the physical shopping experience and make it an integral part of it.

Émile Granveau, founding partner of Plug’Heur

SMS is also part of the enhanced service experience that Plug’Heur stands offer retailers (with the ultimate aim of increasing sales). According to several studies, 18% of French who run out of mobile phone batteries leave the shop without finishing their purchase, whereas customers who use a phone recharging service can stay 29% longer and spend 40% more than those who don’t use it. This is a real response to the challenges of retention, loyalty, growth and post-Covid re-enchantment of the in-store experience (with shopping centres at the top of the list).

Proof that the use of mobile phones and mobile messaging have an eminent place in the customer journey in the phygital era. It even represents growth potential for retailers, which Plug’Heur is keen to exploit through its solution and new projects. To be continued...

Adopt SMS for responsive and effective rental management communication

The Société Immobilière Grand Hainaut and Habitat de la Vienne have invested in SMS communication for various exchanges with their tenants, using the ERP Prem’Habitat d’Aareon. A winning strategy that they use on a daily basis to notify, alert or follow-up.

in partnership with Aareon & ERP Prem’Habitat

(more...)

SMS for paperless receipts

April 21, 2023

The AGEC law puts an end to the automatic printing of receipts. This is a major change in usage for merchants, but good news for everyone.

Continue reading "Dematerialized receipt by SMS : a golden business opportunity for retailers "

SMS in customer relations revolutionizes delivery and after-sales service

Poiscaille offers subscription-based home delivery or delivery to a relay point of crates of seafood based on the catch of the day.
This fast-growing startup has made SMS a fundamental link in developing and energizing a high-quality customer relationship and experience.

+20 000

ACTIVE SUBSCRIBERS

+6 000

SMS SENT PER MONTH

92%

SATISFIED CUSTOMERS

ABOUT

Created in 2015 by Charles Guirriec, Poiscaille is the marine version of the vegetable basket: fresh, sustainable, ethical and delivered anywhere in France, in a short circuit. The obligation is: 48 to 72 hours between fishing and delivery to the customer, anywhere in France.

BUSINESS SECTOR Food delivrery

COMPANY SIZE

80 employees

CREATION DATE

2015

LOCATION

France

CHANNELS

- SMS

INTEGRATION - Zapier plugin

USE CASES

- order tracking
- delivery notification

Download the Poiscaille success story

You may also, for legitimate reasons, object to the processing of your personal data. If you wish to exercise these rights, please send an e-mail to dpo(at)smsmode.com.

proactively alert customers by sending an SMS

Instant transmission of customer service information

As a proximity tool “par excellence”, Poiscaille relies heavily on mobile phones to support its customer communication. SMS is used to track shipping incidents, transactional messages such as order reminders, changes of the delivery location following a shop closure, etc. It is also used to send alerts to distribution outlets in case of a missed delivery.

This interactions by SMS are destined to grow with the objectives. By the end of 2023, the number of subscribers will double (as the number of notifications) and Poiscaille will invest in marketing communication. A polymorphic status of the channel makes all its interest.

In the customer journey, SMS is very well suited to contractual and urgent communications and, at the same time, to more retention marketing and acquisition communications.

Tom Guibourdenche, Poiscaille customer service manager

notificaciones SMS de atención al cliente

SMS-Benachrichtigungen des Kundenservice

HIGHLIGHTS OF SMS

a very high message open rate
a channel for all target groups, including seniors
no spam or junk mail

WEAKNESSES OF SMS

the small size of the message available
the cost of long messages

SMS as a means to secure the reading of information

A direct, personal communication channel

Poiscaille relies heavily on SMS interactions, because it solves one of the main challenges of interaction management: it makes sure that the message is read and taken into account by the customer in a short period of time. Indeed, thanks to its unequalled reception and reading rates, this channel allows to be direct and to have the guarantee that the message will be received, while email shows delivery failures due to spam filters, low opening rates and a partial adoption by an older population (which represents a significant part of Poiscaille’s customers).

In customer service, it is not easy to hit the target with every message. SMS ensures that the customer reads the information.

Tom Guibourdenche, Poiscaille customer service manager

Used in different ways depending on the scenarios defined at Poiscaille, SMS replaces email, repeats the information sent by email or, in some cases, completes it. This is the case, for instance, with certain contractual informations is sent proactively, such as the postponement of a delivery or the cancellation of an order, which requires a confirmation of reading by the customer while delivering a long message. Thus, the combination and synergy of email and SMS — including a link to this email — is the best way to contractualise the sending of informationn and offer an optimal customer experience.

creating the perfect customer experience

Personalization is the key to customer relations

Through sending of these notifications, Poiscaille adopts an approach geared towards personalising and individualising exchanges to guarantee growth and retention. To do this, Poiscaille consultant refer to a library of predefined templates based on listed scenarios. The degree of personalisation of these messages evolves according to the nature of the problem encountered by the customer: from the insertion of simple data such as the first name to the complete rewriting of the message in certain specific cases. A contextualisation of the customer relationship that Poiscaille wishes to extend to hyper-personalization — is to offer an ever higher overall quality of experience — 100% automated, with the transmission of a panel of variables to the SMS messages.

Successfully completing the data pivot is the prerequisite to build a truly 1to1 customer relationship.

Fabien Andraud, head of sales smsmode^©

This automation of scenarios requires technological changes based, on the one hand, on data-centred software and, on the other hand, on the parameterisation of triggers and workflows. The first steps towards automation have been taken via Zapier for exchanges with distributor relay points. Poiscaille’s short-term objective is to scale up the model by applying this automation to the customer care part and by choosing the most suitable technological interconnection. A must-have for — and in the service of — customer relations which would then enable the full potential of the SMS channel to be exploited.

Simplify rental with a 100% guided tour SMS

With an innovative car opt-in process that no longer uses the physical key (and the rental counter), Virtuo offers a 100% mobile and contactless rental service.
The mobile phone becomes the digital key, and the associated “mobile only” strategy puts the emphasis on SMS notifications.

+150 000

USERS

6 000

OWNER-DRIVEN CARS

100%

MESSAGES ARE DELIVERED

ABOUT

Virtuo offers a redesigned premium car rental experience in 6 European countries (France, Spain, UK, Germany, Italy and Portugal). A 100% digital and 100% mobile (via an application) customer experience that allows you to manage every stage of the rental process on a smartphone, from creating a customer account and opening/closing the opening/closing the vehicle remotely.

SECTOR OF ACTIVITY

Mobility

COMPANY SIZE

180 employees

CREATION DATE

2016

LOCATION

France Spain & Portugal United Kingdom Germany Italy

CHANNELS

- SMS

- OTP SMS

INTEGRATION

- API

USE CASES

- authentication
- notification

Download the Virtuo success story

You may also, for legitimate reasons, object to the processing of your personal data. If you wish to exercise these rights, please send an e-mail to dpo(at)smsmode.com.

create a new rental experience

A key channel in the customer journey

Virtuo’s transactional SMS have many uses: account creation message including an OTP code — One Time Password — to check the validity of the mobile number, information on the start of the reservation or related to the delivery of a car to the airport terminal, instructions on how to return a car, account security verification proces , etc. The entire user journey is punctuated by these valuable notifications.

SMS messages are generally quite long and are intended to detail all the useful informations for the smooth running of the rental. For example, some informations is indicated at the start of the reservation, such as the location of the car park, the exact location of the vehicle, the number plate of the car, possibly the unlocking code, etc.

One of the major internal challenges: arbitrating between the desire of Virtuo advisers to provide as much information as possible, (and to use bullet points and other formatting characters) and the impact, particularly in terms of pricing, that this entails...

Mensaje SMS en una estrategia sólo para móviles

meet the challenges of message deliverability and security

Mobile messaging means trust

Virtuo relies on a multi-channel strategy that allows the company to and stay in touch continously with its users. Emails, in-app chat, voice calls, push notifications and SMS. This panel of channels is integrated intrinsically into the architecture of the mobile application. They are activated together or individually during the user journey, depending on the strengths and specificities of each channel. In this multi-channel strategy, SMS plays an essential role and is favoured — particularly over push notifications — to limit friction time at critical points.

Push notifications and SMS: we do both. Messages that are considered to be less important are sent as push notifications. The most critical ones are sent as SMS.

Olivier Martin, CTO at Virtuo

In the “push notification vs. SMS” battle (if there is one!), push is distinguished by its low cost and its multimedia possibilities (images, links, sounds, etc.), while SMS is simply perfect to deliver critical messages. This is an undeniable advantage, especially in a context where mobile users, sometimes drowned by push notifications, prefer to disable this functionality.

Another point where the SMS cannot be replaced: OTP authentication when an account is created. The SMS OTP sent by, Virtuo ensures both the identity of the client... and that he or she has a mobile phone, which is a prerequisite to use their exclusively application-based service!

proven project approach

The technical issues behind this mobile messaging strategy

The first technical point is adaptability to the market. For Virtuo, the product (and SMS notifications) are 95% identical for all countries. Only certain messages and functionalities are customised to take into account the specificities — such as specific regulations — of each implementation: for example, the completion of the AVL in the United Kingdom, the remote transmission of invoices in certain countries, etc.

Similarly, the technology layer is essential for a business based on a reinvented, 100% application-based experience. The product tension is materialised, on the messaging side, by the automation of notification scenarios. For this, the Virtuo technological infrastructure interfaces SMS routing via the implementation of APIs, carried out quickly and easily by a team of internal developers.
The challenge for Virtuo was not so much the interconnection, but rather the initial design of a technical architecture that had to be designed to work with multiple providers. This is a successful example of agility, scalability, robustness... and the implementation of backup solutions!

A multi-provider approach ensures that a company is agile enough to respond and cope with digital challenges and developments.

Fabien Andraud, head of sales smsmode^©

A technological approach serves as an innovative user experience, in which the SMS channel plays a
central role for notification.

Choosing the right tool for your needs

After conquering more than 2 billion users, the giant WhatsApp continues its unstoppable run. The number of users of this simple and efficient channel is constantly increasing. Since 2018, the opportunity has been extended to businesses. Two versions have been launched for professionals. Two modules for the same leitmotiv: Be where your customers are!

Continue reading " WhatsApp Business or WhatsApp Business API: Choose the right tool for your needs "

SMS : improving customer relations

Introduction

Why choose an SMS solution for customer relations?

A variety of uses throughout the customer journey

Setting up an SMS campaign: quick and easy

Automating SMS : a real time-saver

Don't know what to write? Take a look at the available templates

Why choose smsmode© for your customer relations SMS messages

April 02, 2025 - 7 min read

RCS available to all with IOS 18.4

Introduction

What's in it for users?

iOS 18.4: RCS available for Orange and Sosh subscribers

How do I activate RCS on iPhone?

Apple's choice

What this means for professional messaging

Reminder: What is the RCS?

Reminder: What is RBM?

Discover all the features of RCS

How to prepare your universal RBM strategy?

Conversion

Measurement

Conclusion

Our webinar: "RCS, the ideal lever for customer relations".

Create your free account

Send surveys by SMS

Introduction

The advantages of SMS

Fast, easy access

High response rate

Accessibility on various mobile devices

How to create your survey: SMS

1- Define the survey objective

2- Designing effective questions

3- Choosing the right SMS management platform

4- SMS campaign configuration

5- Sending the survey and managing responses

External method

SMS response method

Time2chat method (virtual number)

6- Analyze results

7- Follow and thank

A few more tips

Write a clear invitation message

Optimize your timing

Test before sending

Conclusion

SMS Automation: Boost your workflows and customer engagement

Introduction

Definition of SMS automation

The benefits of SMS for companies

Our commitment

Instantaneous

Customization

SMS VS email: who wins the KPI match?

The main use cases forSMS Automation

Marketing and promotions

Customer service

Reservation confirmation

Re-engaging inactive customers

Many sectors can benefit from SMS automation

Human resources

Education sector

Finance and administration

Events

Logistics and Safety

Best practices for SMS automation

Compliance with regulations (opt-in and unsubscribe options)

Contact segmentation

The right frequency

Personalized content

Choosing the right time to send

A/B tests

Performance analysis and reporting

Create your free account

Boost CRM performance with SMS automation

Download the use case

Multi-channel campaigns

Inserting short links

Easy to install and use

Why choose smsmode^© for your customer relations SMS messages