SMS dialogue & chat

2-way dialogue via SMS can create richly interactive consumer and business applications using an established and universal technology.  Enabling SMS dialogue between consumers or between a company and its stakeholders can open a new, cost effective and convenient two-way communications channel.

SMS interaction is universal, ubiquitous and interoperable, making it the ideal choice for a dialogue application such as SMS chat. It is compatible with any mobile handset and it is globally available in terms of mobile coverage, as well as being easy to use. Such attributes make high quality SMS the preferred choice of 2-way mobile interaction for global audiences.

High quality SMS is vital in the provision of dialogue services. Reliability and speed of delivery are key to effective two-way SMS communications.

Two-way dialogue is a central part of human conversation and therefore the applications for an enterprise SMS gateway in this space are potentially endless. Whether it’s facilitating 2-way mobile interaction between individuals or between companies and individuals, SMS can be used in a broad range of dialogue scenarios, including:

• SMS Chat – Person-to-person interaction via text messaging, whether between an organization and its stakeholders or between consumers

• Social networking – Social networks can roll out 2-way SMS to facilitate communications between the network and its users or between users themselves

• Mobile search & Q&A – Enabling consumers to submit information search requests via SMS and distributing the answers using the same channel

• Staff communications – Facilitating 2-way SMS interaction with staff members, for example communicating schedule information and gathering staff feedback in real time

• Customer communications – Facilitating full mobile interaction with customers such as customer enquiries and responses, complaint handling or other call center based communications

2-way SMS interaction can be integrated into any industry where dialogue with stakeholders is a core part of the business process.  For example, basic customer service interactions could be fulfilled using SMS chat functionality or staff scheduling could be managed using SMS dialogue.