It’s been a very busy year at Sinch. From our acquisition of Pathwire to our anti-cyberbullying partnership with Facebook to launching our new website, there’s a lot to keep track of! But today is worth noting for sure. Because today, we completed our acquisition of Inteliquent . This means we now have one solution to meet all of your messaging, voice, and communication needs, no matter the…, 1. Work with largest independent voice provider in the U.S., We were already #1 in messaging...but now we are in voice, as well! Thanks to joining forces with Inteliquent, we power more than 115 million phone numbers, with more than 300 billion minutes of use on our network each year. We have on-net coverage of more than 95% of the U.S. population. And we’re just getting started!, 2. Get incredible up-time, Of course, size isn’t all that matters. Here at Sinch, we’re all about quality! It’s why we're so happy we have 99.999% uptime. (Yes, five 9s!) Our network is backed by 43 geo-redundant points across the U.S. — which is a fancy way of saying we have our network servers in many different places, to make sure we're always on, no matter what may happen at any specific location. So not only are you…, 3. Even more great products - like SIP Trunking!, SIP stands for Session Initiation Protocol, not Simply Incredible Product — but we'd say it's definitely both. SIP is basically the better version of VoIP (Voice over Internet Protocol). You can think of SIP trunks as virtual phone lines offering top-notch quality while even letting you transfer multimedia data (not just voice data). With our SIP trunking , you can get local, long distance, and…, 4. Get industry expertise, Did you know that 8 of the biggest tech companies are Sinch customers? And that was before we acquired Inteliquent. Adding Inteliquent and its portfolio into the mix, we also serve top 10 VOIP companies in the US. Not to mention the top five communications platforms, collaboration tool companies, wireless carriers, cable companies...the list goes on! The point is…whatever your sector, whatever…, 5. A team that’s obsessed with helping you succeed, This is an important way we just improved — or rather, some 500 ways, through our new Sinchers all around the world! With 27 years of experience, Inteliquent is already trusted by the world's leading companies in every communications sector. And it has earned trust through its incredible team — a team of experts who truly are customer-obsessed and care about your success. At Sinch, we also pride…, #WeAreSinch!, In short: we’re stronger than ever and ready to help you succeed with all of your communication needs! Like we said, though, this is just scratching the surface. We have many more reasons to be excited — like voice termination, UCaaS, STIR/SHAKEN robocall mitigation, cloud faxing, enhanced 911 services , PSTN replacement and Voice IPX...the list goes on and on., Want to find out what we can do for you to take your customer communications to the next level? Get in touch — we can’t wait to tell you!
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Okay – let’s assess where we are with regard to SMS marketing. You probably already know all about the super-high open and click-through rates of SMS compared to other marketing channels. Maybe you’ve seen the data about how many people prefer and desire to interact with companies via SMS rather than through a phone call. Now, you want to create an SMS campaign and start using this highly-…, What is an SMS campaign?, An SMS campaign is a targeted marketing strategy that involves sending text messages to a particular audience to promote your products or services. As you know, SMS marketing campaigns get very high engagement. They have a high open rate – nearly all your subscribers will see your marketing texts. And because text messages are so short, even a quick glance at your message usually means that…, SMS campaigns must be short, to the point, and direct. , You also can’t send visuals like images, videos, or graphics with SMS. So your written text has to deliver the entire message and provide motivation to take action. SMS campaigns have several important benefits, like high open rates, engagement, and response rates., How to create an SMS marketing campaign, Let’s take a quick look at the essential components that should be part of every SMS campaign. Build your campaign around these, and you’ll be setting yourself up for success. Sound good? , Get opt-in, To remain compliant with various regulations (more on that in a minute),, all of your SMS marketing recipients need to freely consent and subscribe to receiving your marketing texts., That means they need to opt in. You can incentivize more opt-ins using a variety of strategies. You can pursue new subscribers using single or double opt-in, and also offer SMS to your existing email subscribers who are already familiar with your brand. For brand new subscribers, double opt-in is better because it confirms that the phone number they used to sign up is real. , Make sure your SMS messages are compliant, SMS communications have far more stringent compliance requirements than email. If you don’t remain compliant with the regulations, you can get fined, or worse. How do you avoid getting in trouble with your SMS campaigns? Following a few simple requirements takes care of most potential issues: Keep your content free of inappropriate material. Make your subscribers understand what they’re agreeing…, Use a template, The idea behind SMS templates is to maximize your efficiency as a marketer, but you should still customize your message to each recipient. Just like you can with email and other forms of direct marketing,, you can insert personal information about each recipient using fields for things like names, dates, cities, and business names., You can also include information like coupon codes, your website or landing page, and the specifics of your offer. To speed this up, you can use SMS templates for text message campaigns such as welcome texts, thank you texts, limited time offers, new product launches, holiday specials, abandoned cart texts, appointment reminders, order confirmations, shipping updates, retention campaigns, and…, Don’t forget your call to action!, For transactional texts like notifications and confirmations, you might not need a call to action. But for promotional texts – including welcome messages – this is an essential component of your SMS campaign. Because text messages are limited to 160 characters,, you need to keep your call to action short and clear., Tie it to whatever promotional message you’re sending. Here are a few short and sweet CTAs that work great for SMS marketing campaigns: Claim discount Buy today Use coupon See video Take poll Rate experience , Track and iterate, The final essential component of SMS campaigns is to have a way to track the data. You want to know the click-through rates for your CTA. You want to know how many people used your coupon code, took your abandoned cart offer, or registered for an event or webinar – based on your SMS campaign., With this data, you’ll understand how well your campaigns are working so you can optimize future campaigns that continue to engage and serve customers and subscribers in ways they appreciate, . If you aren’t tracking and monitoring your data, you won’t know what’s working and you may see your unsubscribe rate rise. Successful SMS campaign tactics to increase conversions SMS marketing campaign dos and don'ts to drive conversions., 5 SMS campaign strategies to try, Try lots of strategies and ideas. Don’t get boxed in to the same routine. Break out and use a variety of approaches to keep your subscribers engaged and interested in hearing from you. You’ll make a much greater impression! Here are a few ways to raise your SMS marketing game: , 1. Research the right time to send, This is about much more than just the time of day and time zones – but those are very important, too. You want to send SMS marketing messages when people are awake. Even more than that,, you want to send marketing texts when the subscriber is most likely to be able to take action. , For example, suppose you want to send out a flash sale to a particular segment of your SMS subscribers. When are these people most likely to respond to this time-sensitive offer? If you have a store that catches people on their way home from work, you’d want to send this out in the late afternoon so it’s fresh on their mind and they can act on impulse. If it’s an online-only offer, you might…, 2. Craft compelling, concise messages, Remember – you’re limited to 160 characters, which includes compliance language, like informing subscribers they can text STOP to opt out. So whatever you say, make it count. Make it irresistible. You may also consider creating a short series instead of a single text, and sending a sequence of SMS messages over a few days or weeks that all relate to the same campaign. This approach allows you to…, 3. Use personalization that converts, Using information like names, businesses, cities, and dates that mean something to the recipient makes the message more personal and compelling. It feels more like it was sent just to them, and can result in increased response rates. When you get a text, most of the time it’s from one person, right? A company can achieve a similar effect fairly easily by personalizing their text campaigns. Vail…, increase engagement and purchase rates., , 4. Try SMS automation, You can achieve great results using SMS automation like welcome messages and abandoned cart texts. These are promotional texts that go out based on actions taken by a subscriber or customer. And they result in new revenue and happy customers. , 5. Use SMS with other marketing channels, SMS marketing campaigns can produce great results in terms of engagement and sales. But when you make SMS one part of an omnichannel marketing campaign, your results can exponentially improve. The reason this is effective has to do with the natural way humans respond to advertising. Repeat ads from the same source tend to get lost in the noise. But when we hear the same number of ads on a…, Make your SMS campaign part of a larger omnichannel approach, and you’ll strengthen your marketing efforts., The impact of a great SMS campaign, When you produce and send an effective SMS campaign, you can evaluate it using a number of key performance indicators (KPIs). Here’s a quick overview of how to measure your next SMS campaign: , Conversion rates., SMS tends to earn click-through and conversion rates that are far higher than email. Measure things like sales, signups, surveys completed, coupons used, or whatever other conversion metric is appropriate for your campaign. , Customer engagement., This can also include clicks depending on the campaign, as well as opens and other forms of engagement like replies. , Website traffic., Monitor real-time incoming traffic sources on the landing page connected to your SMS campaign. Then you’ll know not just how many SMS subscribers visited the page, but can use your other web analytics tools to measure their behavior after the click. , Abandoned cart recovery rates., Track how many shoppers who left items in their cart returned to purchase them after your abandoned cart texts go out., What is the success rate of an SMS campaign?, Remember –, the ultimate goal of your marketing campaign is what drives the KPIs you’ll measure., Are you generating the revenue you hoped for? Are you getting the engagement, signups, reviews, or other results you want? That’s how you’ll measure your success rate. And whether your campaign is measured by certain types of conversions, engagement, traffic, or other KPI data, that’s why a multichannel marketing approach should be something you strongly consider. Email marketing can fulfill…, Get started with your first SMS campaign, SMS campaigns have the great advantage ofsuper-high engagement. Nearly everyone you send a text to sees the message. And, in many markets, the cost to send texts is low compared to other marketing channels. Use the SMS campaign strategies and tips from this article, and get started on your first campaign. Here are some additional resources you may find helpful as you get started: First, you’ll…
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In 2023, the concept of digital transformation might sound like a thing of the past, but the truth is, it’s a never-ending process of learning and adjusting digital resources to shifting customer expectations, business needs, and new technology developments. From conversational AI to messaging channels and social apps, customer engagement tools represent an ever-growing part of companies’…, First things first: What is a CPaaS provider? , CPaaS (Communications Platform as a Service) is a cloud-based platform allowing businesses to easily integrate real-time communication capabilities into their existing applications and legacy platforms through APIs, without having to build or manage any complex backend infrastructure. The communications APIs CPaaS providers typically offer include: Messaging APIs — for transactional and…, What’s driving the adoption of CPaaS solutions? , Long gone are the days when people were OK running from store to store to find what they need, holding in a call center queue forever, or emailing customer support and waiting days to get questions answered. Fortunately, gone too are the days when businesses had to spend a lot of time, effort, and money creating and evolving complex legacy communications infrastructure or stitching together…, Simplicity , With CPaaS, no need to manage your own communications infrastructure. No need for an entire IT department to get up and running either. Using the provider’s APIs and SDKs, developers can quickly and easily integrate real-time communications features into their applications and systems. , Cost , CPaaS solutions eliminate the costs associated with evolving legacy systems. Instead, businesses can build the exact setup they need and only pay for the features they use. And because CPaaS vendors manage high volumes of communications, they can derive better deals from telecoms and channel providers and pass those savings on to you! , Flexibility and scalability , Communications APIs make it easy for businesses to customize, scale up, and upgrade their comms stack with new channels, features, and capabilities. Plus, global connectivity means businesses can easily expand their reach to new markets and audiences. , Omnichannel readiness , Communicating with customers across channels can be overwhelming. CPaaS providers solve the complexity of omnichannel communications with tools that bring multiple channels under one roof. The result is a consistent, more valuable experience for customers across their journey, no matter the channels they use. , Security and compliance , With digital fraud on the rise , trust and security have become the building blocks of customer engagement and loyalty. The right CPaaS provider will ensure all your communications are secure and compliant with data privacy rules and regulations, no matter where your audience is. Most CPaaS providers also offer multi-factor authentication solutions to help businesses secure sign-ups and logins…, How CPaaS solutions help drive value across the customer journey , There’s no doubt about it: Meaningful, seamless customer engagement is the key to better customer experiences, long-term customer loyalty, and sustainable growth — and CPaaS is how brands can make it happen. Here are some examples of how businesses can leverage CPaaS solutions to deliver value and maximize opportunities throughout the customer journey: , Messaging notifications, reminders, and offers , Make sure customers never miss an appointment or a delivery by sending them timely messaging notifications. Even better: Turn one-way notifications into two-way conversations to give customers the opportunity to reply in-message, and, for instance, reschedule a delivery or ask questions about a recommended product. Research found that 90% of customers want to have two-way conversations with…, Email marketing automation and nurturing , Send the right emails at the right time and hit the inbox every single time. From welcome emails to abandoned cart notifications, and personalized nurture campaigns, the right email API will help you build successful email programs and drive higher customer lifetime value. , In-app video calls , Whether it’s a telehealth appointment or a meeting with a financial advisor, in-app video calling allows businesses to connect with their audience in a convenient way while retaining the human touch and reducing costs and no-shows. A true win-win! , AI-powered support , Provide five-star, always-on support on your customers’ favorite channels. Conversational AI applications leverage the power of NLP (Natural Language Processing) and NLU (Natural language understanding) to provide instant, helpful answers to customer queries. The result? A seamless, human-like experience. Bonus: Customers who require real human assistance can automatically be transferred to a…, Conversational commerce , Today’s customers expect more convenience than ever before, so if they’re seeking support or asking questions on WhatsApp or Instagram, why not let them complete their purchase on the same channel? That’s the beauty of conversational commerce. , Toll-free numbers , Sometimes, a good old phone call is still the best way forward. Let customers call you toll-free and text you on the same number if they have questions. , User verification , Make a logins and sign-ups smooth and secure with user-friendly mobile-based multi-factor authentication , whether it’s SMS one-time passcodes , flash call verification , data verification , or phone call verification . Pro tip: Blend multiple authentication methods to increase security while optimizing CX and costs. , How to choose the right CPaaS provider for your business , The CPaaS market is growing, but it doesn’t mean all vendors have everything it takes to power reliable and secure communications at scale. We’ve compiled everything you need to look out for in a CPaaS provider below. Take a look and choose with confidence! You can also download it as a PDF here . , 1. API range and features , Customers expect personalized , real-time interactions with brands on the channels they already use. This means you need a provider with a range of APIs spanning all channels — yes, even if you’re not using all of this today, because you never know what the future will bring! Ask yourself — and potential providers — this: Can you easily upgrade to omnichannel? Can they provide demonstratable…, , 2. Support and community , You need a partner who can provide quick, efficient support in case things go wrong — and preferably, one who can do so 24x7! Check the vendor’s response times, contact options, and processes for fixes and updates. Take a look at the vendor’s user community and forums to see how they’re supporting their user base. Check how the vendor support its customers during integration and onboarding…, , 3. Network infrastructure and reliability , When it comes to CPaaS, experience is of the essence, as are a global network and direct connections with mobile operators worldwide, because this is what ensures that messages get delivered, that emails reach customer inboxes, and that calls are connected with the best voice quality. So, make sure to check the following: How long has the provider been on the market? Does it have a carrier-…, , 4. Integration and user experience , Selecting a partner with tools you can integrate and work with effortlessly is also crucial: Are the vendor’s APIs easy to integrate with your existing tools? Can you easily add more channels to your communication mix in the future? Does the vendor have native integrations with CRMs, ERPs, e-commerce and marketing platforms, and other tools your business is using? , , 5. Security and privacy , Data security isn’t something you can compromise on. Make sure your provider will keep your business and customers safe: Does the provider have certifications demonstrating its expertise in data security? Is the provider compliant with all local data laws and restrictions of the markets where you operate? , 6. Cost and general conditions , Cost is of course an important consideration when choosing a new vendor, but keep in mind your current requirements might change: What does the vendor bill for its services, and what are the taxes and fees applicable? Is the vendor able to adjust its costs and pricing to your needs? Is there a contract? How can you get out? , , 7. Growth and flexibility , You never know what the future holds, which is why you need a partner who can grow and scale with you: Does the vendor have local and international reach and expertise? How easily can you access new channels and services? How much will it cost? Is the vendor driving innovation by regularly adding new channels, features, and security and platform capabilities? , , 8. Market research and customer reviews , Don’t just take their word for it. Look at what existing customers and industry experts have to say! , Agile, meaningful customer communications — without the complexity , CPaaS has taken the communications world by storm in the past years, helping brands bridge the gap between customer expectations for flawless, always-on interactions on their favorite channels and the experiences they can realistically deliver. With best-of-breed solutions for messaging, voice, email, video, verification, and more, Sinch is in a prime position to help businesses create a…
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Challenge: Crafting a seamless, personalized loan experience, , Creating seamless, personalized digital banking experiences is no easy feat, even for industry giants like HSBC. Rising to the challenge, the company set out to make personal loan applications smooth and simple and enhance its relationship with its massive global customer base. Driven by an innovation culture and a strong customer focus, HSBC's CRM team joined forces with Sinch for a…, Solution: Building a conversational AI experience in WhatsApp , After experimenting with various formats like Rich SMS and personalized video, HSBC took a bold step into the realm of conversational banking and built an AI chatbot in WhatsApp , allowing customers to do a personalized credit simulation on a communication channel they love. At the end of the simulation, the customer received their quote in the form of a personalized image with the desired loan…, Results: Enhanced customer engagement and impressive conversion rates , The solution was launched in just one month with more than 18 variations and was a resounding success. With 91% of targeted customers engaging with the campaign and a conversion rate of 1.4%, the simulation generated over 20 million euros. "The Sinch team was great and very professional. Their expertise and advice allowed us to quickly collect opt-ins, find technical solutions to implement…
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