Two-Way Messaging and the Future of Customer Communication 

Engaging, fast, and cost-effective, HORISEN Inbound SMS service allows companies to build long-lasting relationships with customers  

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Two-Way Messaging and the Future of Customer Communication
Data & AnalyticsText AnalyticsInsights

Published: October 27, 2022

Zac Wang

Today’s customers are constantly bombarded with messages, emails, and communications they don’t care about. As a result, customers have grown tired of frequent and irrelevant content. 

One study even suggests that 52 percent of global consumers would unsubscribe if a company emailed them daily. 

However, when used correctly, customer communication tools can be great builders of customer loyalty, especially if they allow companies to respond or initiate a two-way conversation.  

Indeed, Harvard Business Review found that 68 percent of companies expect advanced mobile messaging apps to play a significant role in online consumer marketing within five years. 

But many companies still rely on one-way communication strategies, like SMS campaigns, to reach out to customers, and inform them of deals, new products, and more. And while it has worked so far, this legacy system is not ready for the next phase of customer experience, especially one driven by younger generations’ obsessions with portable devices. 

As such, an opportunity to drive engagement comes to the fore. In fact, Gartner reports that consumers respond to SMS 45 percent of the time, versus six percent if contacted via email 

So, it’s clear that the limitations of one-way communication are starting to grate on consumers. That’s why HORISEN has developed its Inbound SMS service, which allows for seamless two-way communication with customers on a global scale.  

Paving a Path for Two-Way Communication

HORISEN’s Inbound SMS Service helps drive engagement, increase loyalty, and quickly build up companies’ customer databases. Add in its user-friendly, cost-efficient package, and it’s a smart move for companies serious about taking the next step in customer experience. 

Moreover, the solution lets customers get in touch with companies, ask for support, book appointments, and send inquiries. Support teams can also leverage dedicated inbound numbers all over the world, and thanks to its API capabilities, incoming data is funneled into HTTP(s) format for easy management in any application. 

Going into greater detail, Fabrizio Salanitri, CEO at HORISEN, said: 

“Like all HORISEN’s messaging technology solutions, HORISEN Inbound SMS service is tailor-made to suit the specific needs of a business and can be used for numerous purposes: customer service and support, service request, feedback from customers, and many more.”

HORISEN’s Inbound SMS service guarantees that companies can tap into the fast-growing trend of text-based customer service.  

Indeed, the easy-to-implement and cost-effective solution allows businesses to process messages online, opening up the entire support team to deal with queries.   

Finally, agents may send automatic replies, collect users’ phone numbers, and input the data into a CRM.  

The service, which comes at no extra cost to consumers, will blaze a new communication path between them and their favorite brands.  

In addition, businesses may better understand how customers want to communicate and meet them where they want to be.  

Visit HORISEN’s website and find out more about this powerful two-way communication service:



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Brands mentioned in this article.


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