February 2023 Summaries

In 2023, businesses need to prepare for potential toll-free outages due to various risks such as natural disasters, cyberattacks, power outages, human error, and freak incidents. These outages can erode customer trust and lead to negative experiences on both sides of the phone. To mitigate these risks, companies should partner with network providers that prioritize resiliency and offer solutions like toll-free redundancies, disaster recovery, and intelligent routing management. By doing so, businesses can ensure a sustained CX advantage and protect their customer conversations from falling prey to outages.

The State of Messaging 2023 highlights the importance of staying updated with carrier expectations and messaging best practices. Businesses should review their messaging strategies to ensure compliance with new requirements, such as 10-digit long code (10DLC) registration for sole proprietors and toll-free SMS verification. Carriers are imposing stricter enforcement against unwanted messaging, leading to the blocking of numbers on carriers and CSPs. Businesses should prioritize verifying their 10DLC and toll-free messaging traffic to maintain service quality and avoid disruptions.

The text discusses the importance of customer experience (CX) in 2023 and how integrating messaging, particularly SMS, can enhance it. It highlights that only 44% of companies will increase their investment in CX initiatives, despite research showing that a favorable CX significantly impacts customers' buying decisions and brand loyalty. The text emphasizes the benefits of using SMS for marketing purposes, such as promotions, coupons, and flash sales, due to its high open rate compared to email marketing. It also provides examples of how SMS can improve customer experience by enabling personalized conversations, scalability, and multiple touchpoints throughout the buyer's journey. The text concludes with a prediction that by 2025, 80% of customer service organizations will have abandoned native mobile apps in favor of messaging for better CX.

The text discusses the potential of global messaging for businesses in 2023. It highlights that approximately 5 billion people globally send and receive SMS messages, making it an attractive opportunity for scaling messaging internationally. The benefits of Over-the-Top (OTT) Application Messaging and SMS are discussed, including better multimedia content delivery, group messaging, audio and video calling, and massive reach to customers worldwide. However, challenges such as international regulations and telecomplexity are also mentioned. The text concludes by emphasizing the importance of due diligence in navigating these complexities and recommends checking out resources like blogs, ebooks, and webinars for more information on global messaging strategies.