SMS: How AI and CRM Integration Can Add New Value to Text Messaging

Leading omnichannel communication solutions provider Mitto on the power of connection and cut-through

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SMS: How AI and CRM Integration Can Add New Value to Text Messaging
Unified CommunicationsInsights

Published: March 14, 2024

Simon Wright

Technology Journalist

Question: When your mobile phone pings with an SMS, how do you respond?

Answer: You open, it, of course.

It’s a simple human reaction; and it’s why ‌SMS is an essential component in any business communications stack.

Whether it’s a one-time authentication code, a delivery alert, or a marketing message, the global 98% open rate of SMS is the envy of every other communication channel there is. For brands and organisations, that level of direct cut-through has enormous value.

However, combine SMS with AI, and the magic really starts to happen.

Marketers and customer service agents who leverage the smarts of, say, ChatGPT to generate message templates can save huge amounts of time compared to continuously brainstorming new content ideas. And, by deploying a communication platform SMS integration, they can drive even further efficiency by using data in their Customer Relationship Management (CRM) system to easily add personalization.

All organisations have to do is to partner with a communications technology vendor that has the solution and the expertise to make it all happen.

“SMS is the most widespread and effective messaging tool in the world; adding AI to it can deliver significant extra value,” says Ilja Gorelik, Head of Global Operations at Mitto, a leading provider of global omnichannel communications solutions, whose powerful APIs are helping organisations all over the world to maximize their SMS investment.

“Brands that connect with consumers build trust and influence purchasing decisions. SMS is one of the most direct ways to engage with customers, besides meeting them in person. Combine that with the ability to leverage the customer information contained within your CRM, and the power of any SMS campaign increases greatly.”

In the case of Mitto, its SMS APIs enable seamless integration with CRM systems such as HubSpot, Salesforce, Oracle, and many more. As a result, messaging can be personalized in ways which encourage two-way communication and boost conversions. Brands can build customized SMS campaigns, save them, and launch them at scheduled times to ensure customers receive a message at a time that is most convenient for them.

In addition, SMS enables businesses to reach a wider audience cost-effectively, including customers who may not have access to other communication channels; delivery occurs almost instantaneously; and SMS response rates are impressive at around 30%.

“At Mitto, we go beyond traditional SMS messaging solutions to help elevate business communication to new levels,” says Gorelik. “Mitto’s AI-powered traffic analysis and prioritization ensure the fastest delivery speed at the lowest cost. The automated delivery reports help prevent fraud and bot attacks, protecting businesses and their customers. These advanced capabilities allow brands to improve customer engagement, loyalty, and trust cost-effectively.; and organisations can choose between one-way or two-way messaging solutions.

“Today, around 80% of the world’s population uses a smartphone. By using SMS templates and automated scheduling, businesses can engage customers from all over the world in the moments that matter most while saving time and energy.

“Our intuitive dashboard makes it easy to personalize templates and schedule campaigns all from one place.”

It’s clear that ‌SMS is a vital communication tool for businesses keen to connect with their customers. It’s also clear that AI and Mitto can help brands optimize efficiency while crafting high quality, targeted messaging that really resonates.

And that makes for a seriously potent combination…

To learn more about how Mitto can help your and your customers’ businesses maximize the value of their customer communications, click here.

Artificial IntelligenceCRMCustomer ExperienceUCaaS

Brands mentioned in this article.


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