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Simplify the telco customer experience with SMS messaging
Take the guesswork out of customer engagement, technical support, and messaging regulations with an SMS solution built for the telecommunications industry.
Challenges telco companies can overcome with SMS
Build a consistent, compliant, and effective communications strategy with a widespread, reliable channel. Use SMS to streamline customer interactions and give them the support they need, when they need it most.
Communication is scattered
Keeping up with communication across various channels can be challenging and time-consuming. Text messaging ensures customers receive your messages wherever they might be, working alongside other channels such as phone calls or email to deliver timely responses to their queries.
Regulatory compliance is hard to navigate
Ensuring all customer communication complies with regional and national regulations adds complexity to your strategy. SMS has fewer regulatory requirements than other channels, making it easier to send transactional messages, services updates, and other alerts that are subject to regulatory scrutiny.
Customers encounter complex issues
Billing, service disruptions, technical issues, and account management are all common customer issues within the telecommunications industry. SMS gives you and your customers a simple way to provide troubleshooting tips or schedule appointments for support, while minimizing the need for lengthy phone calls or email exchanges.
Simplify the complexity of telco customer communication with SMS
Turn customer frustration into satisfaction with a fast, convenient, and regulatory-compliant communication channel.
Set up omnichannel communication
Make SMS work with other favorable channels.
Set up text messaging alongside your other customer channels on an omnichannel platform. Use it as your main communication channel or as a failover option to ensure customers receive critical alerts and messages, regardless of data connectivity.
Reduce service wait times
Keep customers informed with automated alerts and messages.
Send automated service updates to inform customers about network maintenance, service disruptions, and other interferences to minimize frustration and calls to your support center. Set up a two-way SMS chatbot to answer common support requests and questions, reducing your time to resolution.
Increase customer engagement and sales
Send customers offers tailored to their preferences.
Set up targeted SMS campaigns with personalized promotions and offers based on customer usage patterns, preferences, and demographics. Encourage customers to purchase add-ons or renew contracts by analyzing customer data and segmentation criteria.
SMS FAQs for telcos
- Revenue growth: Operators can monetize A2P SMS messaging to open new revenue streams from their own SMS infrastructure with new use cases
- Customer engagement: With the reach of SMS, telcos can keep customers informed with reminders, notifications, and transactional messages to boost engagement
- Operational efficiency: With SMS, operators can provide automated updates on billing, service disruptions, and account management, reducing the need for manual customer support
- Reliable deliverability: SMS acts as a secure and reliable failover channel for any telecom communication strategy, making sure messages are always delivered
- Partnership opportunities: Operators can also benefit from expanding their SMS offerings to enterprise level customers by partnering with a communication platform to include more tools, channels, and services
Some popular SMS use cases for telecom operators include:
- Payment reminders
- Critical alerts and notifications
- Service updates
- FAQs
- Marketing campaigns
- Personalized recommendations (top-ups, add-ons, contract upgrades)
SMS helps telecom companies improve customer engagement by acting as a direct, reliable, and accessible communication channel:
- Real-time delivery of important updates (payment reminders, service alerts, and account notifications)
- Boosted engagement with two-way SMS messaging for feedback, surveys, and campaigns
- Fast and automated responses, giving customers fast access to help resources
- Universal reach and no internet requirement make SMS a reliable failover or main channel, ensuring customers get the messages telecoms send
Yes! SMS is an effective channel for fraud prevention for telcos:
- 2FA and OTPs: SMS is widely used for two-factor authentication (2FA) and one-time passwords (OTP), giving customers an extra layer of security for their accounts and transactions
- Fraud alerts: Thanks to high deliverability rates and reach, SMS is a great channel for fraud alerts to notify customers of suspicious activity like login attempts or account changes
- SMS firewalls: Telecoms can deploy a second layer of security for their customers with SMS firewalls. This safeguards their SMS traffic and blocks unauthorized or fraudulent messaging attacks – protecting their networks from abuse, the reputation of their business clients, and prevents scams from reaching end-users
Infobip ensures high SMS delivery rates for telecom operators thanks to 800+ direct operator connections worldwide on a trusted and robust platform. Advanced routing systems, prioritizing compliance, real-time delivery tracking, and 24/7 technical support help minimize disruptions and ensure the best delivery rates for SMS.
Yes, SMS is a cost-effective solution for telecom operators. With its low infrastructure requirements and widespread compatibility across all mobile devices, SMS offers a reliable communication channel at minimal cost. It provides operators with the opportunity to generate revenue through A2P messaging services, premium SMS, and value-added offerings through partnerships with providers like Infobip. SMS can also help reduce operational costs by automating customer communications like billing reminders, service updates, and account notifications, minimizing the load on call centers.
Simplify the complexity of telco customer communication with SMS
Turn customer frustration into satisfaction with a fast, convenient, and regulatory-compliant communication channel.
How SMS is already helping teams like yours
Discover how other telco companies used our SMS service to elevate customer engagement, achieve the best delivery rates, and reach their business goals.
Hrvatski Telekom: Leveraging partnership to build AI-powered conversational support solutions for telco customers
Ooredoo Algeria: Double-digit increase in A2P SMS traffic and revenue with Infobip SMS Firewall solution
Discover how our Anam Protect SMS Firewall helped Ooredoo Algeria safeguard their network and, monitor and monetize their A2P traffic.
Vodafone Fiji: Increased revenue and monetized A2P SMS with Anam Protect SMS Firewall solution
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