Did you know that text messaging has been around for over 25 years? And yet it continues to evolve as technology advances, particularly when it comes to business applications.
Here are three SMS trends to look out for this year and beyond.
1. Regulatory Compliance
With greater awareness of the Telephone Consumer Protection Act (TCPA) regulations and a growing concern over data and privacy issues, it’s likely that carriers will take a bolder approach to SMS compliance over the coming months and years.
The TCPA protects consumers from receiving unsolicited marketing messages via SMS. There are strict regulations that dictate how organizations can interact with end users via text, and the penalties for getting it wrong can include an immediate shutdown of your service or fines ranging from $500 to $1,500 per message.
The result of all this? We’re likely to see more proactive management of issues such as snowshoeing, spam and fraud, with more robust policies and procedures in the near future.
2. The Rise of Chatbots
Chatbots are automated computer programs that simulate online conversations with people to answer questions and perform tasks. Their ultimate goal is to reduce the human (and overall) costs of customer service. And it’s already happening, with research showing an almost 30% reduction in customer support interactions requiring human intervention in the last three years.
The use of AI and speech technology is a hot trend, with rapid advances being made to humanize bots with sophisticated features like humor and sarcasm. So it’s likely that voice interactions will increase over the coming years.
3. Personalization + Automation
What’s interesting to note here is that the trend toward personalization isn’t a step away from automation, it’s actually about finding the right balance between the two. Today, the most progressive organizations are analyzing customer behavior to understand when to automate and when to retain a personal touch. The ultimate goal? Maximize operational efficiency and customer satisfaction.
For more information about SMS from Telnyx, take a look at our Programmable SMS page.
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