What are the trends in conversational SMS in 2022?

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According to a 2019 Statista study , 41 million messages are sent every minute worldwide via mobile messaging apps. With a growing number of mobile users, messaging has become the flagship communication channel for companies to interact with their customers. Uses, advantages, upcoming trends: we explain why conversational SMS must absolutely be integrated into companies' marketing strategy.

Why is conversational SMS so popular in 2022?
Lifestyles have evolved. Constantly solicited, consumers are increasingly less likely to use phone calls to obtain information on a brand's products, track their orders or resolve after-sales service issues. Now, they prefer to send a message to the company as soon as they have a free moment. This is called messaging.

Indeed, messaging or conversational messaging consists of dialoguing directly with your customers via a platform. The principle is simple: it is generally the customer who begins the conversation with a company by asking it a question. These exchanges can take different forms: text interfaces ( conversational SMS , chats, messaging applications) or voice interfaces (telephone, voice assistants).

Customer relations are therefore increasingly omnichannel. This means that it is the consumer who chooses the channel that suits them best to contact a brand or a company. Thus, this can be the pakistan whatsapp list telephone, e-mail, social networks, chatbots, messaging applications or conversational SMS. Omnichannel messaging allows communication in a logical, fluid and unconstrained way for the customer. The latter is free to control their experience by choosing their favorite channel, which is why it is so popular at the moment.

Why is conversational marketing the future of customer relations?
Today, launching a good product on the market is no longer enough! To survive, companies must place their customers at the center of their strategy. This is called customer centricity: the customer is at the heart of the company's process, the company organizes all its operations in relation to the needs and expectations of its customers.

Indeed, today’s consumers are turning to brands that understand their needs and answer their questions while personalizing interactions. In addition, they want to be able to connect with brands 24/7 while receiving a quick answer to their question.

Companies must therefore adapt and focus their efforts on customer satisfaction. Thus, they must be available, maintain the conversation with their customers as often as possible and support them throughout the purchasing journey. Being accessible on customers' preferred channels is precisely the first step in offering quality service, fostering engagement and improving the overall customer experience.

Using messaging such as conversational SMS to communicate with customers allows you to:

Simplify dialogue with consumers. Exchanges are now made instantly, or in some cases with a very short response time.
Create a quality customer experience by promoting frictionless communication with its customers.
Building a trusting and lasting relationship by being present in the daily lives of its customers, without being intrusive.
Facilitate sales and increase conversion rates by quickly answering all customer questions and redirecting them to the most suitable product.
Build customer loyalty through an unparalleled customer experience.
What are the upcoming trends and developments in conversational marketing?
Many companies have understood the benefits of messaging and have made it the central tool of their customer relations. Like Fnac, which for more than 10 years has been dialoguing one-to-one with its customers via an after-sales chatbot on its website. But that's not all! Fnac also allows its customers to contact it via social networks on Twitter or WhatsApp.