5 Business Messaging Solutions for Customer Satisfaction and Retention

You've been asking yourself a simple question, haven't you?

How can I reach my customers and improve their experience?

It's a fair question. Emails have been overused. A five-year-old knows enough to funnel all the promotional garbage straight into a separate folder he'll never open.

It's a sad waste of your company's investment and effort. Especially when you consider your competition isn't wasting its resources. No, they're applying them with surgical precision, and it's paying dividends.

Fortunately for you, there's a way you can catch up and do it quickly.

Business messaging is the go-to solution for companies looking to improve their customer experience and retain their customers, and this is the article to show you how it's done.

You'll learn:

• What is Business Messaging?
• 8 Enterprise SMS Pro Tips
• 4 Ways SMS Business Solutions Can Improve Customer Retention
• 5 Best Business SMS Solutions

So without further ado, let's dive in.

What is Business Messaging?

At its core, business messaging refers to the suite of digital channels companies use to engage with customers, including SMS, MMS, email, and web chat.

However, business SMS solutions, especially enterprise SMS messaging, stand out as the most trusted and widely adopted methods. Studies show that customers overwhelmingly prefer text-based communication, pushing businesses to embrace enterprise messaging solutions at scale.

Moving on, a solid business messaging strategy relies on a flexible and robust infrastructure:

Business messaging offers companies one powerful asset: the opportunity to reach a device that is always within the customer's grasp. That's why 39% of businesses use SMS solutions, in some form, to communicate with customers.

Better yet, 75% of clients want to receive an offer over a text message, and 95% of text messages are opened compared to 20% of emails.

You're starting to see the picture, aren't you? There's more!

Automation and Personalization at Scale

Another key advantage of modern enterprise SMS and business messaging solutions is the ability to automate and personalize communication at scale:

• Automation allows companies to send triggered messages based on customer behavior—such as abandoned cart reminders or appointment confirmations—without manual intervention.
• Personalization makes messages feel tailor-made. By using customer data, businesses can customize greetings, offers, and content, creating a more intimate and effective connection.

Compliance and Deliverability Concerns

While business SMS solutions offer powerful opportunities, companies must also be mindful of compliance and deliverability:

• Regulatory Compliance: Organizations must adhere to regulations like the TCPA (Telephone Consumer Protection Act) in the U.S. or GDPR in Europe. Consent-based marketing and clear opt-out options are essential parts of any compliant enterprise messaging solution.
• Deliverability: Factors such as carrier filtering, invalid numbers, and improper opt-in procedures can hurt deliverability rates. Partnering with reliable enterprise SMS solution providers can minimize these risks and maximize message success rates.

Business messaging is the channel and the method preferred by both businesses and customers because it's effective, it's direct, and it's quick.

6 Enterprise SMS Pro Tips

There are more than a few things to keep in mind when beginning to use business SMS solutions.

Here are our six best tips:

1. Start With a Strategy

Before sending a single text, you need a clear plan. Successful enterprise SMS messaging is about defining goals, audience segments, content plans, and key performance indicators (KPIs).

Your strategy should outline:

• What types of messages you'll send (e.g., promotions, reminders, support updates)
• How sms business solutions will integrate with your broader communication channels
• Compliance measures to ensure all messaging adheres to local regulations

Having a strong foundation ensures that your business messaging solutions are efficient, effective, and sustainable over the long term.

2. Segment Your Audience

Mass messaging may seem easy, but personalization starts with segmentation. Enterprise messaging services allow businesses to divide their customer base into smaller groups based on behavior, demographics, purchase history, or engagement levels.

According to research, segmented campaigns can generate up to a 760% increase in revenue compared to one-size-fits-all messages.

Using sms solutions for business with smart segmentation ensures that every message feels relevant and valuable, improving engagement rates and reducing opt-outs.

3. Use Automation Smartly

Automating appointment reminders, shipping updates, or loyalty program milestones can save time and improve the customer journey.

However, poorly managed automation risks sending irrelevant or mistimed messages. Smart use of automation in business SMS solutions includes:

• Triggering texts based on customer actions
• Sending messages at optimized times
• Incorporating human fallback options for complex queries

Effective automation within your enterprise SMS solution ensures efficiency without sacrificing the personal touch that customers expect.

4. Personalize Your Texts

Customers expect more than just a generic “Hello.” Today's enterprise SMS messaging platforms allow companies to personalize every interaction by using names, past purchases, preferred locations, and even behavior-based triggers.

Personalized enterprise text messaging solutions can help you increase business messaging conversion rates by up to 20% with personalized campaigns. This is because personalization deepens trust, strengthens brand loyalty, and makes each message feel like a true one-to-one conversation—not just another marketing blast.

5. Respect Timing and Frequency

Timing matters. An Attentive study reports that text messages sent during business hours (typically between 11 a.m. to 4 p.m.) have higher response rates than those sent too early or late. Additionally, bombarding customers with daily texts can quickly lead to opt-outs or even compliance violations.

Some best practices for business messaging are:

• Limiting promotional texts to 2-4 per month unless customers opt in for more
• Sending operational texts (order confirmations, reminders) promptly
• Respecting local time zones

A well-timed message supported by your enterprise messaging solution feels helpful—not intrusive.

6. Track and Optimize Performance

Finally, what you don't measure, you can't improve. Robust analytics tools built into enterprise SMS solutions let businesses track open rates, click-through rates, opt-out rates, and customer responses in real time.

Constantly optimizing your sms business solutions means:

• Identifying which messages drive the most engagement
• Testing different calls-to-action (CTAs)
• Refining audience segmentation

7 Ways SMS Business Solutions Can Improve Customer Retention

1. Instant, Real-Time Communication

Business messaging provides a company with an instant-communication channel to the customer. A powerful tool if you consider that, on average, Americans check their phone 205 times a day.

A lot of people have learned to filter out emails, but they allow all text messages through to their phones.

So, text messages give customers an immediate notification that can help companies stand out from the crowd.

2. Higher Open and Response Rates Than Email

Compared to email, business SMS solutions deliver unbeatable engagement rates. As mentioned earlier, text messages have an astonishing 95% open rate, while email lags behind at around 20%.

More importantly, responses to SMS are often received within minutes, whereas emails may sit unanswered for hours, or days. Enterprise messaging solutions take advantage of this responsiveness, making it easier to drive quick actions like confirming appointments, completing sales, or renewing services.

3. Builds a Personal, Human Connection

Unlike emails, which customers associate with formal, business-related communications, text messages feel personal and familiar, more like a conversation with friends or family.

Enterprise SMS solutions allow companies to tap into this psychological advantage. In fact, 54% of customers say they are more likely to buy from a company if they receive personalized text messages. Plus, 70% of those who receive personalized communications are more likely to refer the brand to others, helping businesses expand their reach organically through positive word of mouth.

4. Keeps Leads Warm Through Automation

Not every customer will convert immediately. That's where automation shines. Enterprise messaging solutions allow you to keep your leads engaged with well-timed, personalized follow-up messages without overwhelming your sales team.

Whether it's sending cart abandonment reminders, offering exclusive discounts, or simply staying top-of-mind with periodic updates, sms business solutions powered by smart automation help maintain a warm relationship until the customer is ready to act.

5. Improves Customer Service Responsiveness

Providing customers with quick access to help when they need it is vital. Business messaging solutions give customers a fast, convenient way to reach your support team, without needing to sit through lengthy emails or schedule video calls.

Considering that 73% of customers say customer experience heavily influences brand loyalty, enterprise messaging services position businesses to respond faster, solve problems more efficiently, and create lasting positive impressions.

6. Saves Time for Sales Teams

With enterprise SMS solutions, sales teams can streamline repetitive tasks like appointment scheduling, follow-ups, and product updates. This automation frees them up to focus on high-value activities like closing deals and nurturing top-tier prospects.

By using sms solutions for business, sales departments reduce their administrative burden and maintain consistent, timely communication with customers—without adding extra hours to the workday.

7. Enhances Brand Trust and Loyalty

Regular, thoughtful communication through business messaging helps brands stay top-of-mind and build trust over time. Keeping customers informed about new products, service improvements, or loyalty rewards demonstrates transparency and commitment.

Moreover, studies show that good customer education, which enterprise messaging solutions easily facilitate, can increase revenue by 6.2%, highlighting how informed customers are more likely to stick around and spend more over time.

5 Best Business SMS Solutions

*Note: All pricing details are accurate as of April 2025*

1. Ringy

Source

Ringy is a customer relationship management platform that seeks to offer companies a chance to successfully connect with their customers and nurture new leads.

The company can:

1. Allow agents to take calls through the platform and divert them to their phones.
2. Offer a softphone, allowing agents to phone, SMS, and email using an internet connection.
3. Offer local ID, which is crucial for cold calling.
4. Offer intuitive AI and automated functions.
5. Launch drip campaigns
6. Organize contacts
7. Manage pipeline
8. Track progress

Ringy is the perfect solution for salespeople looking to automate their communications and manage and call their prospects from the same platform. That's why customers love it so much.

Source

And the service comes at a low price. Costing only 109$/month, the software benefits will ensure your return on investment hits the roof.

2. Zoho

Source

Zoho is another customer relationship management system that seeks to streamline customer communications and improve your company's retention rate.

They offer:

• Lead and contact management
• Automation
• Omnichannel CRM, and
• Artificial Intelligence
• Built-in telephony

Zoho helps your salespeople spend more time selling and less time focusing on administrative tasks. Its AI, Zia, provides advanced interpretations and solutions for salespeople.

Their annual pricing system looks something like this.

And this is what its customers think of it.

3. Salesforce

Source

Salesforce is a customer relationship management system designed to help businesses of every shape and size accelerate sales. The company offers:

• Tracking and monitoring customers' sales journey
• Automated administration
• Analytics
• Lead and contact management

The company offers salespeople the chance to close more deals, spend less time on administrative tasks, and increase productivity.

This is its pricing structure:

And this is what its customers have to say about it.

4. Twilio

Source

Twilio is a fully customizable customer relationship management system designed to help personalize business communications and transform the customer experience. The system offers:

• Instant omnichannel
• Analytics and WFO
• Full integration with any system
• Personalized messaging

When it comes to the company's pricing, they charge customers based on the specific features they use and do not offer specific packages.

This is what customers have to say about it.

5. Podium

Podium is an interaction management platform built to help businesses modernize the way they communicate with customers across channels like SMS, webchat, and social messaging—all from one centralized dashboard.

The company offers:

• Unified messaging inbox
• Automated review requests
• Text-to-pay options
• Webchat for lead capture
• Team collaboration tools
• Analytics and reporting features

Podium's strength lies in its ability to streamline customer interactions and drive results through business messaging solutions. It's a perfect fit for businesses looking to engage leads faster, close more deals, and improve customer satisfaction, all while managing every conversation in one place.

Their pricing structure is customized based on business needs and the number of locations, so you'll have to request a quote from their sales team.

And this is what its customers have to say about it.

Business Messaging is the Answer

Business messaging is the answer many companies have been looking for. Its effectiveness and the ability to scale and personalize the process through a CRM system make it an invaluable solution for companies looking to improve their customer service and customer communication.

Whether you are trying to bring your products or services closer to the customer or merely learn more about their behavior, CRM systems answer both needs.

And when we consider how many customers prefer business messaging to other channels, then the adoption of business messaging ceases to be just another option and becomes a necessity.

Companies that fail to implement business messaging into their business processes will inevitably fall behind the rest of the market as they won't be able to compete with the customer experience their competition offers.

So don't hesitate and contact Ringy today to book a demo and see how CRM systems can help your business!