As I sat down to write this blog post on SMS and MMS in business, it occurred to me that one of my granddaughters could probably crank this out with her thumbs on a cell phone faster than I can at a computer. We are all well aware of the younger generation’s affinity for texting as a primary form of communication, but businesses are recognizing that an effective digital transformation strategy depends on leveraging technology that helps them engage with customers across all generations.

Consider some of these statistics from ZipWhip’s 2019 State of Texting:

• Thirty-nine percent of businesses use some form of texting to communicate with customers.
• Seventy-four percent of consumers say they respond to a text message from a business within an hour. Compare this to email, where 41 percent will respond to a business within an hour.
• Three out of four consumers said they feel frustrated when they can’t reply to a company’s text message. 

Most of us have received a text message from our favorite local restaurant, informing us of upcoming specials or giving us a discount code for our next order. Marketing teams were some of the early adopters of using text messages for business. But what about some of the other ways organizations are leveraging SMS and MMS capabilities? 

Crisis mode – SMS vs. Phone Calls

When it comes to teenagers, it’s no secret that they would rather text than talk. Teen crisis centers often provide a text message option for teens to reach counselors. While it may not seem like a big deal, this gives teens a more discreet way to reach out for help without worrying about the eavesdropping ears of those around them. 

Time is of the essence – SMS vs. Email

Those working in large office complexes, living in skyrises, or going to school on a large campus may not be checking emails 24 hours a day. In the event of an emergency, property owners can quickly disseminate messages that alert them to take action. While a simple fire alarm will alert people to exit the building quickly, alarm systems fall short in that they can’t provide the vital, life-saving details that a text message can.

A picture’s worth 1,000 words – SMS vs. MMS 

In some cases, it’s just hard to describe what we are seeing. In the case of technical support, being able to snap a photo and send an MMS message for troubleshooting is much easier than typing out a wordy text message. For businesses, MMS gives them visibility into the issue, allowing them to resolve issues more quickly for customers. 

Let’s face it – text messaging isn’t going away anytime soon. If you’ve been considering how to take advantage of this ubiquitous communication method, but just don’t know where to start, give LanYap Networks a call. We can help you find the right messaging and/or Unified Communications platform for your business SMS and MMS needs.