{"id":27636,"date":"2022-06-22T15:05:25","date_gmt":"2022-06-22T14:05:25","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=27636"},"modified":"2022-06-22T16:17:37","modified_gmt":"2022-06-22T15:17:37","slug":"announcing-intercom-sms","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/announcing-intercom-sms\/","title":{"rendered":"Introducing Intercom SMS: Connect, engage, and activate with two-way SMS"},"content":{"rendered":"

Today, we\u2019re excited to launch Intercom SMS<\/a> \u2013 increase engagement and encourage action with two-way SMS that connects you to your customers anytime, anywhere.<\/p>\n

For businesses looking for a reliable, fast, and effective way to communicate with their customers, SMS is a no-brainer. With an open rate of 98%<\/a>, you can almost guarantee that your most crucial messages will reach your customers \u2013 and not only that, 95%<\/a> will read those messages within three minutes.<\/p>\n

But what comes next? Customers receive these important notifications with no way to respond or ask questions. They find themselves in a one-way conversation \u2013 not a good start to any relationship.<\/p>\n

That\u2019s why we\u2019ve released Intercom SMS, a true two-way SMS solution that facilitates real conversations between businesses and their customers \u2013 building relationships and bringing engagement to the next level.<\/p>\n

\u201cIntercom SMS offers customers a direct line to your business so they can feel heard, and you can stop missing crucial engagement opportunities\u201d<\/p><\/blockquote>\n

Boost your customer engagement with Intercom SMS<\/h2>\n

Relying on one-way SMS means you\u2019re missing vital opportunities to grow your relationship with your customers. Intercom SMS opens up the conversation.<\/p>\n

Two-way communication means better conversations<\/h3>\n

Drive immediate engagement by allowing your customers to take action while you have their full attention. Intercom\u2019s two-way SMS solution means customers can ask questions and give feedback in the most convenient way, at the most convenient time. It offers customers a direct line to your business so they can feel heard, and you can stop missing crucial engagement opportunities.<\/p>\n

Single platform offers a seamless customer experience<\/h3>\n

Talk to customers via SMS using the same Inbox<\/a> your teammates know and love. That means customer data, conversation histories, and context \u2013 all in one place.<\/p>\n

Some 85% of business respondents<\/a> agree that their customers prefer helpful context to follow them from channel to channel for a seamless brand experience. With a single platform, not only will your support team save hours of tab-switching, your customers will enjoy more personalized, helpful support experiences.<\/p>\n

\u201c80% of customers are more likely to do business with a company that offers personalized customer experiences\u201d<\/p><\/blockquote>\n

Targeted and personalized outbound messaging<\/h3>\n

According to our research, 80% of customers<\/a> are more likely to do business with a company that offers personalized customer experiences. So if you have an important message for your customers, make it personal.<\/p>\n

With Intercom SMS, you can leverage the rich, first-party customer data<\/a> you already have within our platform to send personalized messages to specific groups of customers based on behavior and user data.<\/p>\n\n\n\n
\"Daniel<\/td>\n\n

\u201cThe biggest benefits we\u2019ve seen using Intercom SMS are higher engagement and completion rates, as well as significant time savings on our team. Our patients prefer SMS and it used to be a very manual process, but Intercom makes it easier for everyone. Our disengagement rate is now only 3% with outbound SMS due to the preference of patients of SMS over email.\u201d<\/p>\n

\u2013 Daniel Leung, Head of Product & Strategic Growth at Curex<\/em><\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Intercom SMS works with your existing channels<\/h2>\n

When marketing, sales, and support channels are separate, teams can lose valuable context on customer interactions. Having a single record of customer conversations equips every team with a rich customer history that they can continue to build on.<\/p>\n

Intercom SMS works alongside all of our in-app, outbound, and mobile channels \u2013 because Intercom is one unified platform<\/a> that keeps all of your customer conversations in one place, and allows your team to answer customer queries efficiently and effectively. Every interaction with a customer \u2013 across a wide range of channels \u2013 is stored and actionable within Intercom.<\/p>\n

Use Intercom\u2019s integrations to maximize the value of SMS<\/h3>\n

Tracking and monitoring:<\/strong> Uncover deeper insights about your onboarding, promotional, or re-engagement campaigns by connecting product analytics tools like Heap, Fullstory, and Amplitude to Intercom and continuing to optimize your customer communications.<\/p>\n

Scheduling for outbound sales:<\/strong> Integrate scheduling tools like Chili Piper and Calendly to create a smoother experience for prospects and customers by allowing them to set up a call via a link in an SMS.<\/p>\n