Category: Industry News

It’s no secret that customers expect to interact with brands in an increasingly personalized way. According to Epsilon, 80% of customers are more likely to buy a product or service from a brand who provides personalized experiences. Also, modern day consumers expect these interactions, from advertisements to email newsletters, to be tailored to their needs. In

Sonar has been collaborating with companies since 2014 to implement intuitive, engaging, and easy communication strategies. 2020 brought a myriad of changes, including the ways customers want and expect to connect with businesses. Our partners adapted during a time of immense uncertainty and, ultimately, grew closer with their customers and communities. Based on our observations,

Texting offers immediacy and convenience, highly desirable traits when it comes to engaging with the provider of your security and home automation system. Converting 10% of their inbound phone-based customer contact to a digital messaging experience in 5 short months, Brinks saw a noticeable difference in how customers and agents interact.

On June 25, 2020, the Federal Communications Commission (FCC) ruled that “peer-to-peer” texting systems are not automatic telephone dialing systems as that term is defined in the Telephone Consumer Protection Act (TCPA). This ruling gives SMS platforms even more protection from compliance regulations.

Compared to other marketing mediums, SMS is immediate — text messages are delivered instantly to personal devices. As consumers are bombarded with noise from emails, direct mail, and voicemails, text messaging allows for a quick, simple, and personal way to communicate.

Although nothing is likely to replace the power of a phone call any time soon, texting has established itself as the preferred method of communication for a large segment of the population. It makes sense: Texting is fast, simple, and convenient. Texting offers a powerful touch-point for businesses to start a conversation with customers.

It’s 2020 and surprisingly, one of the hottest customer communication methods is a technology that’s existed since 1992 – text messaging, also known as SMS. With lower costs, improved scalability, and most importantly, the innovation of technology, SMS has become a must-have channel for companies, especially in an age where the average U.S. consumer checks their phone 52 times a day.

SMS marketing continues to be an under-utilized and underappreciated channel. The likelihood of getting your message to the intended target is vastly higher than email, phone call, online ads, organic, or social.