3 benefits of automating your web SMS communications
Automating your SMS communications can not only save you heaps of time, but also ensure that you keep your target audience engaged.
One of the really cool features SMS Central's web sms portal has is the ability to create unlimited rules and triggers (R+T), which are the most powerful automation tool in the industry.
This video shows you how to set up some rules and triggers to manage inbound SMS.
Now why would you do that you ask?
automate internal processes
With R+T, you can determine what SMS get forwarded to an email address, a URL, what contact gets assigned to a group or unsubscribed, or which ones should automatically be marked as read. All of this can be triggered by keywords contained in the message. So for example, you can automatically unsubscribe anyone who replies STOP or fwd to an email if they reply NO to an appointment confirmation.
personalise your response, depending on the message
We've touched on Surveys on previous posts, so let's use them as an example. Imagine you run a survey and you go, "from 1 to 10, how would you rate your service". You can actually have different automated responses depending if they answer 1-3, 4-7 and 8-10.
If they answer 1-3, you might include a message saying "sorry to hear that, please let us know if we can call you" and forward that to a customer care representative; from 4-7 you can simply have an automated reply saying "Thanks for your feedback!"; whereas for your fans (8-10) you can engage further by asking them to tell you what did they love most (and again, have different responses trigger by different keywords).
This way, you can properly manage your Net Promoter/ Fan Base scores accordingly.
By triggering web SMS comms via inbound keywords, you are making sure your contacts remain engaged with your message. You know how the best customer support is the one that "always has the final 'word'" (as in, they make the last phone call or send the final email). It's the same with SMS; if your customers are replying back, make sure you've always got a comeback up your sleeve!