Every business owner understands the importance of customer engagement for long-term success. Digital technologies are increasingly being used to connect with customers, and platforms that provide solutions for digital customer engagement need to build tools that drive engagement between organizations and their customers. SMS has emerged as a reliable marketing powerhouse for communication, connection, and sales with end users, with high open rates and strong engagement shown in surveys. Organizations of all sizes and types can use SMS for improved connection with their audiences, including retailers, medical providers, schools, and non-profit groups. Platforms that provide customer engagement solutions have an opportunity to build powerful digital tools that keep organizations connected with their audiences in the ways that matter most. To optimize their tools and create better customer engagement solutions, platforms should consider integrating multiple channels to make personalization simple, power connection through better communication, removing obstacles to communication, and streamlining staffing and support efficiency. This can be achieved by using integrations to streamline customization, automating the patient journey for healthcare providers, and providing reliable messaging services that ensure messages get through to their users.