{"id":3057,"date":"2020-04-27T08:31:21","date_gmt":"2020-04-27T08:31:21","guid":{"rendered":"https:\/\/csc.ee\/use_case\/sms-marketing\/"},"modified":"2026-07-15T11:35:43","modified_gmt":"2026-07-15T11:35:43","slug":"sms-marketing","status":"publish","type":"use_case","link":"https:\/\/csc.ee\/en\/use_case\/sms-marketing\/","title":{"rendered":"SMS marketing"},"content":{"rendered":"    <div class=\"container default\">\r\n\n\n\n<div class=\"csc-block-hero-block csc-block bg-cover stretch-md no-text-col\" style=\"background-image: url(https:\/\/csc.ee\/wp-content\/uploads\/2020\/04\/iStock-872905048.jpg);\" data-an-type=\"single\" data-an=\"fade-in-from-bottom\">\n    <div class=\"block-content container narrow-2 flex\">\n\n        <div class=\"title-col\">\n                            <h2 class=\"title h1 small c-white\">The future of retail: reaching customers via their preferred communication channels<\/h2>\n                    <\/div>\n\n        \n    <\/div>\n<\/div>\n\n\r\n<div class=\"csc-block-spacer csc-block\" id=\"spacer-block_d44323dd2882785d123b0cadaf3a50b5\">\r\n    <style>\r\n        #spacer-block_d44323dd2882785d123b0cadaf3a50b5 {\r\n            height: 33px;\r\n        }\r\n\r\n        \r\n            <\/style>\r\n<\/div>\n\n    <\/div>\r\n\n\n    <div class=\"container narrow-4\">\r\n\n\n\n<div class=\"wp-block-columns main-columns sidebar-justify is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\r\n<div class=\"csc-block-quote csc-block\" data-an-type=\"single\" data-an=\"fade-in-from-bottom\">\r\n    <p class=\"quote\">\u201cThe majority of customers (57%) state that they prefer to communicate with the company in writing. This highlights a difference in preferences that should be taken into account, given that nearly all customers (96%) consider service to be one of the most important factors influencing their loyalty to the firm and their willingness not only to continue using its services but also to recommend them to others...\u201d<\/p>\r\n<\/div>\n\n\r\n<div class=\"csc-block-quote csc-block\" data-an-type=\"single\" data-an=\"fade-in-from-bottom\">\r\n    <p class=\"quote\">\u201cIt is predicted that by 2025, cold calling\u2014one of the most successful sales methods\u2014will disappear...\u201d <\/p>\r\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\">\n<h4 class=\"wp-block-heading\">Why choose SMS marketing?<\/h4>\n\n\n\n<div style=\"height:21px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">When starting something new or looking to improve an existing setup, it is sometimes necessary to take a brief look back at history. Did you know that the first text message was sent from a computer in December 1992 and simply read \"Merry Christmas\"? Much has changed since then, and text messaging\u2014like other communication channels\u2014has become an integral part of our daily lives. Every business needs to keep pace with the times and consider how to engage customers through the communication channels they find most convenient. This is a crucial factor shaping the future of commerce.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Different age groups serve as a good example. A client's preferences regarding service channels vary depending on their age. Young people under the age of 24 show a marked reluctance to call helplines that require navigating through various menu options, as this is time-consuming, whereas they are accustomed to obtaining relevant information quickly. This age group also tends not to check email every hour\u2014or even every day\u2014since they are more used to receiving news via attention-grabbing, easily digestible messages. As a result, the client either does not open the email containing the information, or the information is no longer current by the time the email is opened. However, different results are observed in the over-25 age group: here, email and SMS messages are equally popular, whereas for clients over the age of 45, email is the most popular service channel. Although chat usage remains relatively low, the popularity of this communication channel is growing rapidly, and future projections for it are quite promising.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Recognizing the importance of customer service, almost every business today offers multiple communication channels. Customer expectations are rising sharply, and if you cannot meet their needs, they will turn to your competitors. For instance, 72% of customers state that when contacting a company, they expect staff to know exactly who they are, what they have ordered previously, and the details of all past interactions. Having to explain an issue to multiple people is considered poor service. Furthermore, 66% of consumers state that they use up to three different communication channels when interacting with a service provider, while 48% expect to be treated specially\u2014as a long-standing or valued customer.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The majority of customers (57%) state that they prefer to communicate with the company in writing. This highlights a difference in preferences that should be taken into account, given that almost all customers (96%) consider service to be one of the most important factors influencing their loyalty to the firm and their willingness not only to continue using its services but also to recommend them to others.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Given these figures, the inability to service all possible communication channels becomes a critical issue. More than 50% of companies have acknowledged this problem.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The financial aspect is equally important. Price is one thing, but the actual cost per customer service channel can only be determined by comparing the cost against the channel's real effectiveness. Although SMS messages are more expensive, they reach 98% of customers, whereas emails reach approximately 25%, despite being significantly cheaper. When comparing the cost of telephone calls, automated calls are significantly cheaper than those made by company staff. Moreover, only 7% of customers choose to speak with a representative. Therefore, when selecting a service channel, one should consider not only the cost but also the desired outcome, as the primary goal is to convey information to customers in a manner that is convenient for them.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To provide a clearer overview, a comparison was made between SMS messages and emails. The SMS channel demonstrates significantly higher customer reach rates. This may be attributed to notifications, which\u2014in the case of SMS\u2014most often remain enabled.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Moreover, when using their phones, customers spend twice as much time on SMS platforms compared to email. It is therefore not surprising that most people prefer SMS notifications for reminders regarding payments, appointments, product deliveries, and other information.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A similar comparison has also been made between SMS messages and phone calls. Three out of ten customers stated they would gladly forgo phone calls entirely in favor of SMS messages, and the majority already communicate via SMS much more frequently. At the same time, the phone call remains one of the most popular communication channels; however, these figures could soon be affected by the aforementioned preferences of young people, who favor written communication. A definite advantage of written communication is the time saved. After all, instead of calling each client individually and spending time conveying the same information repeatedly, you can send out countless personalized messages simultaneously. A text message remains as a notification on the mobile phone and can be opened at a more convenient time, whereas a call might be missed\u2014and due to business hour constraints, it may prove impossible to call back, meaning the information never reaches the client at all.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The past and present have been examined in detail; now it is time to look into the future as well.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Surprisingly, forecasts predict that by 2025, cold calling\u2014currently one of the most successful sales methods\u2014will disappear. However, this applies only to the form of cold calling we know today. In the future, initial contact is expected to be established via text message or email, with a call being made only subsequently to a so-called \"hot lead\"\u2014a prospect already interested in the specific topic. Regarding email, an increase in contact registrations is expected, as this communication channel remains effective, particularly in the B2B sector. SMS usage has quadrupled since 2013, and further substantial growth is anticipated, driven by high mobile phone usage and the rising popularity of text-based communication. As for chat services, rapid growth is evident, with an 87% increase observed over a short period of 12\u201318 months.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">You might ask what all these communication channels have in common. The answer is the phone. Most applications also come with a mobile version. Statistics show that over three-quarters of the global population owns a mobile phone, and 89% of users say they always keep their phone close by. Consequently, messages are almost always noticed. Various smart devices are used for everyday communication, but phones account for 66% of usage, while the remaining 34% is split between laptops (15%), desktop computers (11%), and tablets (8%).<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">It is not only the popularity of communication channels that is growing, but also their functionality; this extends to SMS messaging\u2014for instance, the use of two-way SMS systems is becoming increasingly common. This convenient tool automatically responds to customer SMS messages by providing information and offering the option to reply\u2014either via SMS or by clicking a shortened link included in the message (for example, to participate in surveys). This tool enables a personalized approach when sending holiday greetings and notifications regarding the duration of the business relationship. Naturally, profit is crucial for any enterprise\u2014and given the adage that \"time is money\"\u2014sending reminders and notifications is highly significant. SMS messaging offers a quick way to remind clients about appointment times, dates, and locations, as well as payments, bookings, and delivery details. It also fosters client engagement; for instance, customers can confirm details by replying via SMS, clicking a provided link, or using an option to contact an operator.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">There are many reasons why businesses should consider using SMS marketing as one of their communication channels:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>mass messages can be quickly and easily personalized\u2014for instance, by addressing the client by name;<\/li>\n\n\n\n<li>contact lists can also be segmented based on various criteria, which is highly useful in many situations\u2014such as on International Women's Day, when greeting messages need to be sent only to women;<\/li>\n\n\n\n<li>in addition to promotional content, the sender name can be customized\u2014for example, to display the company name;<\/li>\n\n\n\n<li>the SMS portal allows you to view precise data on sent messages and their delivery status, complete with clear online statistics;<\/li>\n\n\n\n<li>advertising budget savings;<\/li>\n\n\n\n<li>SMS is the only text-only system accessible even on the simplest, older phones that lack an internet connection;<\/li>\n\n\n\n<li>if you have your own SMS messaging software, CSC Telecom offers integration with our service via an HTTP API.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">To sum up, the key takeaway is that offering clients multiple communication channels is essential; this ensures they can use the option most convenient for them, making the interaction a pleasant one. It is equally important to guarantee consistent service quality and speed across all channels. Only by truly understanding our clients can we deliver the best possible service and reach the pinnacle of business success.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em><strong>EL\u012aZA JUDZIKA<\/strong><\/em>, CSC Telecom KLIENTU ATTIEC\u012aBU vad\u012bt\u0101ja.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cTirdzniec\u012bbas n\u0101kotne, sasniedzot klientu ar vi\u0146am v\u0113lamo komunik\u0101cijas kan\u0101lu\u201d BiSMART 26.11.2019.<\/p>\n<\/div>\n<\/div>\n\n\n    <\/div>\r\n\n\n\r\n<div class=\"csc-block-spacer csc-block\" id=\"spacer-block_160021977116c51a35a2da611e9439a9\">\r\n    <style>\r\n        #spacer-block_160021977116c51a35a2da611e9439a9 {\r\n            height: 92px;\r\n        }\r\n\r\n        \r\n            <\/style>\r\n<\/div>\n\n    <div class=\"container default\">\r\n\n\n\n\n\r\n<div class=\"csc-block-spacer csc-block\" id=\"spacer-block_f071972017dfb7454e4cbdccdc5c244b\">\r\n    <style>\r\n        #spacer-block_f071972017dfb7454e4cbdccdc5c244b {\r\n            height: 90px;\r\n        }\r\n\r\n        \r\n            <\/style>\r\n<\/div>\n\n    <\/div>\r\n","protected":false},"excerpt":{"rendered":"Why choose SMS marketing? When starting something new or looking to improve an existing setup, it is sometimes necessary to take a brief look back at history. Did you know that the first text message was sent from a computer in December 1992 and simply read &#8220;Merry Christmas&#8221;? Much has changed since then, and text [&hellip;]","protected":false},"featured_media":0,"template":"","class_list":["post-3057","use_case","type-use_case","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>SMS marketing | CSC Telecom<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/csc.ee\/en\/use_case\/sms-marketing\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"SMS marketing | CSC Telecom\" \/>\n<meta property=\"og:description\" content=\"Why choose SMS marketing? When starting something new or looking to improve an existing setup, it is sometimes necessary to take a brief look back at history. Did you know that the first text message was sent from a computer in December 1992 and simply read &quot;Merry Christmas&quot;? Much has changed since then, and text [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/csc.ee\/en\/use_case\/sms-marketing\/\" \/>\n<meta property=\"og:site_name\" content=\"CSC Telecom\" \/>\n<meta property=\"article:modified_time\" content=\"2026-07-15T11:35:43+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"7 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/csc.ee\\\/en\\\/use_case\\\/sms-marketing\\\/\",\"url\":\"https:\\\/\\\/csc.ee\\\/en\\\/use_case\\\/sms-marketing\\\/\",\"name\":\"SMS marketing | CSC Telecom\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/csc.ee\\\/et\\\/#website\"},\"datePublished\":\"2020-04-27T08:31:21+00:00\",\"dateModified\":\"2026-07-15T11:35:43+00:00\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/csc.ee\\\/en\\\/use_case\\\/sms-marketing\\\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/csc.ee\\\/en\\\/use_case\\\/sms-marketing\\\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/csc.ee\\\/en\\\/use_case\\\/sms-marketing\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/csc.ee\\\/en\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Use Cases\",\"item\":\"https:\\\/\\\/csc.ee\\\/et\\\/use_case\\\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"SMS marketing\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/csc.ee\\\/et\\\/#website\",\"url\":\"https:\\\/\\\/csc.ee\\\/et\\\/\",\"name\":\"CSC Telecom\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/csc.ee\\\/et\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"SMS marketing | CSC Telecom","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/csc.ee\/en\/use_case\/sms-marketing\/","og_locale":"en_US","og_type":"article","og_title":"SMS marketing | CSC Telecom","og_description":"Why choose SMS marketing? When starting something new or looking to improve an existing setup, it is sometimes necessary to take a brief look back at history. Did you know that the first text message was sent from a computer in December 1992 and simply read \"Merry Christmas\"? Much has changed since then, and text [&hellip;]","og_url":"https:\/\/csc.ee\/en\/use_case\/sms-marketing\/","og_site_name":"CSC Telecom","article_modified_time":"2026-07-15T11:35:43+00:00","twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"7 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/csc.ee\/en\/use_case\/sms-marketing\/","url":"https:\/\/csc.ee\/en\/use_case\/sms-marketing\/","name":"SMS marketing | CSC Telecom","isPartOf":{"@id":"https:\/\/csc.ee\/et\/#website"},"datePublished":"2020-04-27T08:31:21+00:00","dateModified":"2026-07-15T11:35:43+00:00","breadcrumb":{"@id":"https:\/\/csc.ee\/en\/use_case\/sms-marketing\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/csc.ee\/en\/use_case\/sms-marketing\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/csc.ee\/en\/use_case\/sms-marketing\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/csc.ee\/en\/"},{"@type":"ListItem","position":2,"name":"Use Cases","item":"https:\/\/csc.ee\/et\/use_case\/"},{"@type":"ListItem","position":3,"name":"SMS marketing"}]},{"@type":"WebSite","@id":"https:\/\/csc.ee\/et\/#website","url":"https:\/\/csc.ee\/et\/","name":"CSC Telecom","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/csc.ee\/et\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"}]}},"_links":{"self":[{"href":"https:\/\/csc.ee\/en\/wp-json\/wp\/v2\/use_case\/3057","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/csc.ee\/en\/wp-json\/wp\/v2\/use_case"}],"about":[{"href":"https:\/\/csc.ee\/en\/wp-json\/wp\/v2\/types\/use_case"}],"wp:attachment":[{"href":"https:\/\/csc.ee\/en\/wp-json\/wp\/v2\/media?parent=3057"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}