As per a survey, it was found that 85% of consumers prefer texting with companies, and 39% of businesses are currently using texting to interact with their contacts, clients, and consumers.
First, your company or organization has to learn the distinction between one-way and two-way texting so that it may begin texting with clients. There are situations that call for one and that benefit from the other. At the conclusion of this piece, you’ll know when it’s best to employ one-way vs two-way texting to get in touch with contacts, customers, and clients.
Which is Better, One-Way or Two-Way SMS and Why?
One-way texting, also known as a text message broadcast, consists of a single message delivered in bulk to a large number of recipients. Message receivers seldom respond to one-way texts since they aren’t conversational. Conversational texting is possible with two-way SMS service. With two-way SMS, the receiver may reply back to you.
Both one-way and two-way texting may be used in reverse. A text-enabled business line will allow your company to receive messages, and a two-way texting device or two-way SMS service (SMS) programme will allow you to react in kind, creating a two-way discussion.
Five- or six-digit short code phone numbers are often used by businesses for sending and receiving one-way SMS. These numbers are from a bygone era. Responses to shortcodes can’t be structured like a discussion. Because of this, they are ideal for use in promotional and transactional SMS messages. Marketing emails, status updates, alarms, two-factor authentication codes, and more fall under this category.
Two-way text conversations work particularly effectively with local ten-digit (10DLC) and toll-free phone numbers. People who utilize two-way texting may send, receive, and reply to texts. It paves the door for more interactive and tailored interactions between companies and their customers. A two-way messaging software allows consumers and companies to communicate with one another.
Cons and Pros of One-Way Texting
Advantages and drawbacks of one-way business texting are similar to those of other types of one-way communication. Plus, sending out mass SMS messages is a breeze with one-way messaging.
Businesses and organizations may reach a large number of people with only a single message with a one-way text messaging app. The term “bulk SMS” describes this kind of mass notification.
Sending out mass SMS broadcast to all of your consumers at once is a breeze when you use bulk SMS. In particular, if you need to let people know about things like holiday hours or a deal, this is a great way to do so.
Advantage:
- You won’t be inundated with replies thanks to one-way texting. You probably won’t be able to respond instantly to everyone who texts you. By eliminating the need for a timely response, one-way SMS relieves strain on your company’s resources. They need do nothing more than read your text message to you. With a text’s 98% open rate, you don’t even need a response from everyone on your contact list to know it was read.
- Many different kinds of SMS marketing benefit greatly from one-way messaging. Many individuals only think about SMS marketing campaigns to clients when they imagine one-way messaging. A text message that may be sent only in one direction can also be received in the other direction. Some campaigns have people SMS a keyword in order to vote or get updates. Customers may join your campaign with little effort thanks to one-way SMS. And the greatest thing is, nobody needs to talk to anybody on your end.
- Everyone may benefit from the time saved by sending and receiving just one-way texts. Use of a bulk texting service for sending one-way texts may be time-efficient. One-way texting allows senders to send a brief, direct message to their intended receivers rather than wasting time on lengthy phone conversations or back-and-forth messages. Moreover, your team’s time commitment may be minimized via the use of predefined message templates, tags, media, and scheduling and automation options for one-way texting.
Disadvantage:
- It’s hard to assess response rates with one-way texts. While it’s true that sending a text and not waiting for a response might save time, it also limits your capacity to track how effective your messages are. Limited to either clicking a link or unsubscribing, customers’ responses to marketing communications might be difficult to deduce.
- One-way texting lacks the warmth and intimacy of two-way conversations. Conversations are impossible to have with one-way texting. This might give your messaging a robotic, unfriendly tone. It’s true that some group messaging applications and communication apps only work in one direction, but they still let you send personalized messages and have some degree of control over the content you send.
Cons and Pros of Two-Way Texting
Two-way texting succeeds when one-way texting fails. However, it does have some issues. Below, I discuss some of the benefits and drawbacks of texting back and forth.
Advantage:
- Two-way texting is a great alternative to phone conversations since 76% of consumers would prefer not talk to companies over the phone. Additionally, most customers like two-way text conversations more than one-way texts. They want to have the option to reply to communications from companies, whether to ask questions or take some kind of action.
- Two-way messaging has the potential to enhance interactions with clients. Customers no longer have to wait on hold or listen to a prerecorded message to obtain the assistance they need. Customer care representatives can better interact with their customers if they are able to respond to their inquiries quickly and individually. Moreover, it’s a great way to demonstrate to them how much you appreciate their business.
- Two-way texting facilitates instantaneous client feedback collection for enterprises and groups. Having the ability to text back and forth with a company allows consumers to voice their opinions, queries, and concerns. Companies may learn more about their customers and monitor more key performance indicators. Sending a link in a text message is a quick and easy option. When using a business texting service like Guni, you may construct short links that report when they are clicked.
Disadvantage:
- Two-way texting might be more expensive. Costs for sending text messages are the same regardless of whether they are two-way or one-way blasts. In order to ensure that your firm’s text messages reach their intended recipients, you’ll need to register with a carrier and get a dedicated business text number. This is possible with a 2 way SMS service like Guni, but it will cost you more.
- Spending extra time on two-way texts. A person’s full attention is still required while texting; it may take less time than email or a phone call, but it still demands time. Due to the nature of two-way messaging as an actual discussion, your staff will need to make an effort to individually reply to each message. Look for two-way SMS software that includes a team SMS inbox to cut down on administrative burdens. This feature of business texting ensures that discussions are always responded to and that replies are sent to the appropriate team member.
The Final Thoughts
The requirements of your company will determine which form of SMS you should implement. As you plan your method of communication, you may decide to employ both one-way and two-way SMS messages. Guni is useful whether you want to send out large announcements or handle two-way texting discussions with customers.
If you need help, you can sign up for a free trial of Guni or consult with a messaging professional.
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