Infographic: Why Enterprises Should Use Mobile Messaging for Better Customer Engagement

OpenMarket – September 16, 2015

Customers often ask OpenMarket, “how can I use mobile in my business?” That is a broad question, however, we believe that the why is more important than the how in many cases.

Today enterprises are shifting their mindset when it comes to customer engagement. Why? Because their target audience is changing (i.e. millennials now outnumber baby boomers) and how they communicate with their customers needs to evolve in stride.

As we’ve referenced in previous blog posts, Forrester’s lead analyst and VP, Julie Ask, describes the mobile mind shift: “Mobile has reprogrammed your customers’ brains. They now turn to their smartphones for everything. Your new battleground for customers is this mobile moment — the instant in which your customer is seeking an answer.”

For businesses this means using the most familiar and ubiquitous engagement tool available – SMS, or text messaging – to interact with their customers. In fact, more people now choose SMS (to voice, for example) as their preferred communication method.

In order help businesses understand both the why and the how of using mobile messaging, OpenMarket has created a new infographic on the value of SMS. It reveals that ubiquity and reach, an ability to improve marketing and awareness, and a positive impact on customer experience initiatives, as the top three benefits of mobile messaging today.



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