What is two-way messaging?
We all know that SMS messages, more commonly referred to as text messages, are typically sent from one person to another person. They can also be sent from a business to a person. When a business sends a message to a person, there tends to be one-way communication—from the business to the individual.
How to send two-way SMS messages
Two-way SMS messages can be sent from your Bulk SMS account and you can receive responses to the same account. This feature is particularly important for businesses and brands that want their customers to respond.
For example, companies can receive feedback directly from their customers without having to cold call or ask them to fill out lengthy questionnaires. Simply send a quick SMS to your list of already interested customers, asking them to give you feedback or rate your service. This is also a great way to work on and improve your customer satisfaction!
Two-way SMS use case(s)
Businesses in a wide variety of industries can use two-way SMS to keep their customers informed and engaged.
For example, through automated appointment confirmations or changes and timely reminders, medical practices can send two-way SMS messages to their patients asking them to confirm their appointments. Patients can respond, indicating whether they’re able to keep their appointments. Patients who respond that they can’t keep their appointments can be sent a list of available times, and can reply to the message to reschedule. This use case can be applied to several other types of businesses, such as restaurants or salons.
Another use case for two-way SMS is the verification of certain real-world actions. For example, banks or credit card providers can send a verification message when they notice unusual charges on a customer’s account. The customer can respond to the message authorizing the charge. When the provider receives the authorization, they can allow the transaction to proceed.