{"id":83669,"date":"2020-06-30T08:04:04","date_gmt":"2020-06-30T15:04:04","guid":{"rendered":"https:\/\/oroinc.com\/b2b-ecommerce\/?p=83669"},"modified":"2023-04-04T23:21:46","modified_gmt":"2023-04-05T06:21:46","slug":"how-enterprise-sms-can-enhance-cx-and-the-b2b-experience","status":"publish","type":"post","link":"https:\/\/oroinc.com\/b2b-ecommerce\/blog\/how-enterprise-sms-can-enhance-cx-and-the-b2b-experience\/","title":{"rendered":"Enterprise SMS and Its Role in Enhancing the CX and B2B eCommerce Experience | OroCommerce"},"content":{"rendered":"

This post has been contributed by\u00a0SMSGlobal<\/a><\/u><\/em><\/p>\n

Customer Experience and communication fit hand-in-hand. Without communication, CX would simply not exist. Well, the term \u2018CX\u2019 would. But without aligning it with a tailored communication strategy, the concept would be fruitless.<\/span><\/p>\n

Before we get ahead of ourselves, let\u2019s backtrack a little and define CX, what it means to a brand, and <\/span>what role it plays in B2B eCommerce.\u00a0<\/span><\/p>\n

Customer Experience (CX)<\/h2>\n

CX is more than a marketing buzzword. It has become closely tied to a brand\u2019s overall success, encompassing brand image, competitive differentiation, and customer satisfaction and loyalty.\u00a0<\/span><\/p>\n

Many businesses have invested in a comprehensive CX strategy for years. Among global software decision-makers, 51% revealed that they were <\/span>increasing spending<\/span><\/a> on digital experience solutions over the next 12 months. <\/span>89% of companies<\/span><\/a> have recently come to realize that CX is a critical point of competition, compared to 36% in 2014. With brands injecting more resources into improving CX, it\u2019s clear this marketing approach is here to stay.<\/span><\/p>\n

CX takes the end-to-end customer journey into account. Interactions along the customer journey must be clear, concise, and logical, from when a customer first considers a purchase to the actual transaction of goods and services, and even after a confirmed transaction. Customer-centric companies decrease costs related to customer churn, revenue soars, and customer retention rises.\u00a0<\/span><\/p>\n

When brands pay attention to CX, they and their customers reap the rewards. Ultimately, it costs <\/span>five times more<\/span><\/a> to recruit new customers than to retain and satisfy established customers. Consumers are also <\/span>willing to pay more<\/span><\/a> for brands offering upgraded experiences.\u00a0<\/span><\/p>\n

\"SMS<\/p>\n

What does SMS have to do with CX?<\/h3>\n

In today\u2019s saturated digital landscape, brands must find ways to stand out above the rest. Personalization is the name of the game for good CX and to distinguish yourself from competitors. Tailored experiences increase customer satisfaction, build brand reputation, and grow revenue. A report from <\/span>Segment<\/span><\/a> revealed that 49% of buyers made impulse purchases after receiving a personalized recommendation, and 44% of shoppers became repeat buyers following customized experiences.<\/span><\/p>\n

Customized interactions are facilitated easily with the right communication tools and automated marketing software. SMS and <\/span>A2P messaging<\/span><\/a> are some of the most direct and flexible communication mediums that promote personalized CX.<\/span><\/p>\n

From welcome messages to exclusive discounts and customer surveys via SMS, these communications are easy touchpoints to help create a positive association with your brand. <\/span>65% of consumers<\/span><\/a> surveyed in the US reported that a positive experience with a brand is more effective than good advertising. And brands that prioritize CX experience an <\/span>increase in revenue<\/span><\/a>.\u00a0<\/span><\/p>\n

Automating the communication process<\/h3>\n

By utilizing automated marketing systems such as SMS gateway, brands can amplify their communication approach. Automated SMS allows you to craft relevant messages and responses in advance so that they are delivered quickly and as scheduled.<\/span><\/p>\n

With processes such as <\/span>bulk SMS<\/span><\/a> and <\/span>email-to-SMS<\/span><\/a>, brands can streamline their CX strategy. The integration of an SMS API or plugin onto existing platforms is also a perfect way to track the customer journey to ensure the most practical and valuable CX.<\/span><\/p>\n

Key SMS features to supercharge your CX:<\/h3>\n