Part-3: Best Practices for Personalizing Your A2P Messaging Strategy
Automation and enhancing the customer experience are reasons businesses of all sizes are rapidly adopting A2P Messaging solutions to communicate with their customers. Personalization is key to enhancing the customer experience (CX) because it helps to attract and retain customers. Learning end-user language preferences enables businesses to send more personalized messages to their customers, build brand champions, and even enhance privacy and security. Syniverse’s Real-time Text Translation (RTT) feature enables businesses to communicate seamlessly with customers in their preferred language without a human translator.
Businesses can capture end-user language preferences instantaneously with RTT for SMS and MMS messages. Here’s how it works, RTT automatically detects when end-users reply to a message in a different language. Once a new language is detected, texting will continue according to the model established by the sender. The sender, for example, your business, chooses how to continue communicating. There are three options for continuing the communication: 1) in the detected language using Syniverse’s translation feature, 2) in the detected language using the sender’s translation tool, or 3) in the business’s preferred language.
Personalization can help automate manual processes, ensure critical messages are sent in the appropriate language for the reader, and even bolster privacy and security all while improving the CX. Here are three examples to illustrate how:
Automation
Language personalization can help automate manual processes such as appointment, service, and billing reminders. When these types of communications are automatically translated into the customers’ preferred language, it reduces the need for customer service interaction.
Critical Messages + Privacy
In industries such as healthcare, it may be possible that critical information is being communicated via SMS such as appointment reminders. If a patient is unable to read the text sent in the business’s preferred language, the patient may miss a critical reminder. Consider also that patients don’t always want to share this information. If a patient cannot read the SMS message, they may inadvertently share personal information by asking for help reading the message.
Security
Banking and financial institutions use SMS to bolster security measures. Applications such as two-factor authentication send banking clients One-time Password (OTP) notifications as an identity assurance measure. Imagine a language barrier preventing a customer from accessing their account or inadvertently exposing sensitive information if the recipient asks someone to help them translate the message.
Language translations can be used to personalize the CX proving helpful to business’s looking to enhance their automation, privacy, and security strategies as well.
Best Practices for A2P Messaging Series
Part-1 – Best Practices for SMS A2P Message Encoding
Part-2 – Best Practices for Selecting an Omnichannel A2P Messaging Solution
Part-3 – Best Practices for Personalizing Your A2P Messaging Strategy
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