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Using Mobile Messaging to Build Trust

Using Mobile Messasing To Build Trust

As our society grows ever reliant on technology, businesses need to adopt new ways of connecting with customers. Mobile messaging, or SMS, is becoming an increasingly popular way to quickly and efficiently reach customers. It’s fast, personal and direct, and you can rely on the fact that 95% of your recipients always have their mobile device within reach.

It also gives you a simple and reliable channel to ask people for information, status updates, acknowledgement, data input and much more. Mobile messaging systems take a very short time to launch, reach a large crowd at once, allow you to reply, and analyse the responses in real-time when they come in, all in one platform.

And importantly, when done right, mobile messaging helps build invaluable trust between your brand and your customer.

How SMS Mobile Messaging breaks down barriers of trust

There are two different areas of trust to consider between businesses and customers:

  1. Personal details: We do not trust many companies having all our personal contact details, or very personal knowledge such as our health status, financials, etc. We are afraid that this information will be abused and used for a company’s own gain or to spam us with promotions.
  1. Products: There is a significant element of trust in regards to the products companies make, deliver and design. Typically, customers have the highest trust in the most common and known brands.

Ultimately, both areas are influenced in a positive way if companies are clear about what they do with customer data and what customers get when they buy, and that they actually prove everything they are saying. This is all a matter of correct communication.

Mobile messaging helps address the above concerns and foster customer trust in a number of ways:

  • Updating customers regularly gives them confidence that you have control over the situation.
  • By using a well-known technology, customers don’t see you as a burden (for example, there’s no need to install many different apps) and it gives them a sense of security.
  • It’s easy to use, even for non-tech people.
  • It’s fast and works even when there is very low coverage.

Adopting the Right Mobile Messaging Strategy

As communication strategies differ for every industry, there isn’t a standard approach for everyone but it’s important to use the right messaging tools in the right way. For example, a logistics team would utilise mobile messaging for packaging and arrivals, whereas a medical operator would use it for appointment reminders and sharing information to employees. In the end, it always comes back to the process and cost optimisation, so the strategies depend on the goal.

Broadly speaking though, I would advise businesses to go for an omni-channel approach rather than focusing strictly on mobile. This allows you to reach everyone on their preferred channel or on the channel that has the most impact for a specific reason. For example, working with email for regular, non-urgent or critical messaging can save costs and provides the option to switch to mobile messaging if the situation requires it.

At Soprano Design, we don’t start a conversation with a customer by simply presenting a one-size-fits-all messaging solution. We start by listening to the customers’ challenges and take an advisory role in mapping out solutions to suit their needs.

Our platform offers the latest messaging technologies available with a list of communication APIs to work with. We have a broad portfolio of omnichannel communication (RCS, WhatsApp, etc.) and provide different ways to connect and integrate with the customer’s install base. Many times, we even discover other ways of improving a customer’s business by optimising processes that they didn’t know messaging could help.

Throughout the process, our pre-sales team is there to support customers in brainstorming sessions/workshops, building the blueprint for their solution and to advise them on questions.

Once everything is ready and approved, our customer service team is there to guide the customer through the whole setup process and offers hands-on support.

Want to learn more about the benefits mobile messaging can bring to your business? Check out our blog.

About Matt Thompson

Matt joined Soprano in 2013 to create and lead Soprano’s global product management and marketing efforts across all regions, including Asia, Australia, Europe, LATAM and the US. He helps shape and execute Soprano’s product strategy both globally and with individual regions and MNO partners. He oversees Soprano’s carrier revenue acceleration model, which includes direct involvement in new product launch activities, carrier-branded industry websites, B2B digital marketing campaigns, and ongoing product marketing. He lives and works in Seattle, Washington.