How marketers and service professionals use SMS messages

Marketers and service professionals are using SMS messages in many ways:

1. As a complement to email marketing: Despite email’s continued success, some marketers are concerned that consumers may be tuning emails out. Some brands are utilizing SMS to follow up on messaging they may have missed.
2. As a live chat substitute: Email marketing could have been used to develop a two-way conversation between brands and audiences but didn’t. SMS is conversational and facilitates an ongoing dialog between brands and consumers.
3. To provide a human element: SMS may be AI-deployed depending on rules written by the brand, and an ensuing conversation may even be managed by AI; however, when warranted, a human can take over the conversation to improve the customer experience.
4. For transactional messaging: SMS is often used to send transactional messages informing a user that an ecommerce order has shipped or to review a recent order. These messages needn’t be used for ecommerce

   Article source: https://www.emarketer.com/content/how-marketers-service-professionals-use-sms-messages

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