Two-Way SMS
Engage in instant conversations with customers.
What is Two-Way SMS?
Two-Way SMS is an effective communication tool to help businesses engage with their customers in real-time with interactive conversations. Unlike traditional one-way messaging where a message is sent without expecting a response, Two-Way SMS encourages dialogue, instant feedback and personalised interactions. This feature is essential as customers expect immediate and responsive communication.
By using Two-Way SMS, businesses can enhance their customer engagement, improve satisfaction, and drive better outcomes in their marketing and customer service efforts.
Engage customers in real-time conversations.
Respond to customer enquiries.
Create automatic replies and responders.
Launch interactive marketing campaigns with keyword replies.
Manage and enhance your communication efforts.
Why is interactive communication important?
Interactive communication through SMS is essential for building stronger customer relationships. It allows businesses to respond to customer enquiries quickly, addressing concerns promptly, and provides personalised experiences that resonate with individual needs. Two-way SMS marketing is particularly effective because it meets customers where they are—on their mobile devices—enabling seamless and convenient communication.
By incorporating Two-Way SMS into your strategy, you can create a more engaging and responsive communication channel that not only meets but exceeds customer expectations.
Benefits of Two-Way SMS
Kudosity's Two-Way SMS software offers a range of benefits that can transform your communication strategies.
Real-time customer engagement
Engage customers in meaningful, real-time conversations, leading to higher satisfaction and stronger relationships. Instant feedback and dialogue allow you to address customer needs as they arise, enhancing the overall customer experience.
Personalised interactions
Integrate customer data into your SMS communications to enable personalisation. Tailor messages to individual preferences, past interactions, and behaviours, creating a more relevant and impactful experience for each customer.
Automated responses
Save time and resources with automated replies and keyword-triggered responses. This feature allows you to handle common enquiries quickly, ensuring that customers receive timely information without delay.
Enhanced campaign performance
Leverage Two-Way SMS for marketing campaigns that require interaction, such as surveys, polls, or promotions. By encouraging customer participation, you can gather valuable insights and drive higher engagement rates.
Detailed analytics and reporting
Monitor the effectiveness of your SMS campaigns with comprehensive analytics. Track delivery rates, response times, opt-outs, and more to gain insights that inform your future strategies and improve overall campaign performance.
Two-Way SMS features
Kudosity's Two-Way SMS software is packed with features designed to enhance your business communications, ensuring that you can engage customers effectively and efficiently. Here’s how these features work to optimise your communication strategies.
Two-Way SMS Inbox
Keep conversations flowing with Kudosity’s Two-Way SMS Inbox. Reply to messages in real time, resolve issues faster, and create more human, meaningful interactions. With everything in one place, your teams stay in sync and your customers feel heard. Build trust, boost engagement and drive results.
Personalisation
Our platform allows you to match custom variables from your database, enabling you to create highly personalised SMS messages. This level of personalisation not only enhances customer engagement but also drives higher conversion rates, making your Two-Way SMS marketing efforts more effective.
Delivery reporting
Kudosity’s Two-Way SMS software includes detailed delivery reporting, providing you with in-depth analytics on your campaigns. Monitor replies, delivery status, opt-outs, and link clicks to gain valuable insights into how your messages are performing. With this data, you can refine your Two-Way SMS strategies.
Automation
Our Two-Way SMS software allows you to process SMS replies and opt-outs automatically. You can trigger sequences based on customer responses, to automate customer interactions and enhance the overall experience. This feature is particularly useful for scaling your Two-Way SMS marketing efforts.
API Support
Schedule and manage your SMS campaigns from your own tech stack, giving you full control over your messaging strategy. Our flexible APIs ensure seamless integration. Whether you’re sending out bulk messages or managing customer conversations, our APIs makes it easy to incorporate Two-Way SMS into your workflows.
Security
Our Two-Way SMS platform is ISO 27001 and SOC 2 | Type I certified, ensuring that your data is handled with the highest security standards. By choosing Kudosity, you can trust that your Two-Way SMS communications are not only effective but also secure, safeguarding both your business and your customers.
What you can do with Kudosity Inbox
Appointment automation
Send reminders, confirm bookings and reschedule in real time, right from the inbox. Say goodbye to no-shows and hello to time back.
Order & delivery updates
Connect Kudosity with your eCommerce platform of choice. Confirm purchases, share shipping updates, and handle delivery changes on the fly. Customers stay informed and in control.
Marketing competitions
Send time-sensitive offers or loyalty rewards. Customers can reply to claim, book, or learn more—driving fast engagement and conversions.
Customer support
Handle product questions, service requests, and troubleshooting fast. Use auto-replies, escalate to humans, and track it all in one place.
Best practices for effective Two-Way SMS
To maximise the impact of your Two-Way SMS campaigns, consider the following best practices:
Timely responses
Ensure your responses are timely and relevant. Customers expect quick answers, especially when they initiate a conversation. Delayed responses can lead to frustration and lose trust in your brand.
Personalisation
Leverage customer data to personalise your SMS communications. Use names, purchase history, or preferences to make your messages more relevant. Personalisation not only increases engagement but also makes customers feel valued and understood.
Clear communication
Keep your messages clear and concise. SMS is a brief communication channel, so it's important to convey your message effectively in just a few words. Avoid jargon or complex language, and ensure that your call to action is straightforward.
Compliance
When using SMS, businesses must adhere to local privacy regulations. Meeting these policies means obtaining consent from customers, providing clear opt-out instructions, and securely handling customer data. Our team can help you navigate this complex and ever-changing regulatory environment.
FAQs
Our SMS services can help your business increase sales, retention, streamline operations or deliver exceptional customer experiences.
How does Two-Way SMS work?
Two-Way SMS allows you to instantly exchange messages with customers. When you send SMS messages to customers, they can then reply directly. These replies are received on our platform, allowing for an interactive conversation.
What are the benefits of using Two-Way SMS?
Two-Way SMS lets you instantly communicate with customers, increasing customer engagement and satisfaction. It also allows for personalised messaging and efficient handling of customer enquiries, leading to stronger relationships and a better customer experience.
Can automated responses be set up in Two-Way SMS?
Yes, with Two-Way SMS you can create auto-replies and forward inbound messages to your email. With our automation tool - you can set up complex SMS sequences in minutes. Send a series of messages over time, on set dates or dates unique to the recipient.
How do I ensure my Two-Way SMS messages comply with regulations?
When using SMS, businesses must comply with local privacy regulations. This involves obtaining customer consent, offering clear opt-out options, and ensuring secure handling of customer data. Our team is here to guide you through this evolving and complex regulatory landscape.
What analytics are available for Two-Way SMS campaigns?
We provide detailed analytics on campaign performance, including delivery rates, open rates and customer engagement metrics. These insights help you understand the effectiveness of your communications and make data-driven decisions to optimise future campaigns.
Why Kudosity for SMS marketing?
With Kudosity, you get more than just bulk messaging; you get a scalable, API-first platform that makes SMS marketing fast, reliable, and simple.
High speed Bulk SMS sends
Reach thousands of customers instantly with direct carrier routes, even during peak campaigns like Black Friday.
Secure and compliant
Kudosity helps you navigate compliance and number registration, protecting your brand and avoiding penalties.
API integration
Easy to integrate with your existing systems, or use our flexible API to build custom SMS solutions directly within your applications.
Flexible payment models
Choose between pay-as-you-go (PAYG), postpaid, or contract-based plans that scale with your usage.
24/7 expert support
Talk to real humans, anytime. No bots, no scripts, just instant help when you need it most.
Rich messaging options
Scale beyond SMS with WhatsApp and RCS for richer, more engaging customer interactions.
What our customers say
Within the first 90 minutes, there was a 4x increase in website visitors and sales increased by 59%. What's even more exciting is the significant growth in first-time customers and returning customers.
A true game changer. Their NLP solution was the most effective marketing tool we've ever used for lead qualification at Uber.
Fast dedicated support. We love the local support and account management team. They're always very responsive to all our enquiries or ideas on how we can make the most of the platform.
Our first Giving Day was a success in reaching our $1M target with a two-touchpoint journey and conversational AI. We even had a $10k donation come through from an SMS touchpoint.
We started sending an SMS campaign only a month ago to 100,000+ customers and experienced a 20% increase in revenue, with increased site visits and conversions. We expect this to increase even further for Black Friday
We just completed our first conversational AI SMS pilot, it was focused on re-engaging candidates across our database that we haven't spoken to recently. We had amazing results, over 25% of people engaged in the conversation and around 5% of those we spoke to have now re-engaged.
SMS works well with email as it has a higher open rate. Anything can happen on an event day too, so it's also a great broadcast tool to have on hand because it's so much quicker to prepare and send.
The conversational SMS journey allows us to give customers the flexibility to choose when they want to be contacted. It's improved our contact strategy by reducing unnecessary calls and resulted in a 53% engagement rate.
Our phone calls with potential talent would be on average up to 7 minutes. Productivity and efficiency improved significantly when hundreds of messages could be sent within 10 seconds.
We were looking for an efficient solution that allowed us to improve our ability to service our customers' needs. The implementation of conversational Al did this and more; the results proved to be a game changer.
Elevate your communication with our SMS marketing services.
Kickstart your SMS campaigns today and connect with more of your customers.