Streamlining SaaS Communication: The Power of SMS

With such high competition in the SaaS market, any communication missteps can lead customers to look at your competitors. SaaS businesses need to find ways to keep customers informed and engaged with their platforms.

SMS-based Enterprise Messaging services can be vital tools in this fast-paced landscape, providing a direct and immediate way to connect with customers.

In this post, we’ll look at some of the different ways SaaS companies can use SMS to interact with customers and improve customer experience, retention, and more.

How SaaS companies use SMS functionality

User onboarding, customer support, marketing, and more all rely on seamless communication. SaaS companies can use SMS to help support their efforts in these areas. Here are some examples of how SaaS companies might use SMS Enterprise Messaging.

User onboarding and activation

User onboarding and activation are your customers' first impressions of using your software, so getting them right is essential. SaaS companies can send personalised welcome messages to new users via SMS, making them feel valued and guiding them through the process of getting started with a platform or a product.

SMS is also a secure and efficient method for sending verification codes as part of a two-factor authentication (2FA) process, enhancing security during registration and login.

Companies can also use SMS to share links to tutorials, help articles, or videos to help new users navigate the platform effectively.

Customer support and engagement

Providing exceptional customer support is a cornerstone of any successful SaaS company. SMS is a great way to keep customers informed about the status of their support tickets, including responses and resolutions, ensuring they stay up-to-date and get the help they need.

SaaS companies can also use SMS to request customer feedback through surveys, which helps gather valuable insights on user satisfaction and areas that need improvement.

Additionally, SaaS companies can use SMS functionality built into applications to help improve customer engagement. Sending reminders about upcoming appointments, scheduled maintenance, or pending actions within the application helps keep users engaged and ensures they never miss important activities.

Marketing and promotions

Keeping users informed about new products, features, and special promotions is a great way to foster customer loyalty and entice new customers. SMS is an effective channel for updating customers about any new features or updates you have in the pipeline. By sending promotional messages through SMS, SaaS companies can drive engagement and encourage users to explore new offerings.

Sending event invitations via SMS is another excellent use case for Enterprise Messaging. Send a message inviting users to participate in webinars, workshops, or conferences. This is a great way to familiarise users with your value-added content and can help increase their involvement with the platform.

If you run a loyalty or rewards programme, SMS messages are a good option to keep users informed. You can send messages about loyalty points, exclusive offers, and any rewards they have earned, helping build long-term customer relationships and improving customer loyalty.

Transactional alerts

Customers want to feel that their financial information is always secure. That’s why dependable notifications about billing, payments, and any security breaches are so important. SMS is a reliable method for informing users about upcoming payments, invoices, and confirmations — so they will always know where they stand.

SaaS companies can also use SMS to alert users about their usage statistics. This is great if your platform works on a usage-based pricing model and can help customers track when they are nearing subscription limits. Companies can also use Enterprise Messaging to send order confirmations for purchases or subscription renewals.

Re-engagement and retention

Having trouble re-engaging inactive users or looking for ways to improve retention? SMS offers an easy solution to these problems. Re-engage inactive users with SMS-based win-back campaigns. Try offering special incentives or discounts to encourage users to return to the platform.

SMS is a great way to notify users about subscriptions that are about to expire. You can also include renewal options and discounts that can help keep them on board. This can help you keep churn rates low and foster goodwill among customers who may have been considering leaving.

You can also use SMS to update users on any new features or improvements that align with their usage patterns, helping maintain their interest and engagement with the platform.

How Enterprise Messaging helps SaaS companies

SMS is the ultimate solution to better customer communication for SaaS companies. This simple yet effective system can help SaaS companies in the following ways:

Sales personalisation

Enterprise Messaging opens up a new channel for interacting with customers and lets businesses tap directly into what each customer wants. SMS can be used to nudge customers towards a purchase they may have left in their online basket, promote new features that users will like, or provide tailored upgrade offers.

SMS messages are delivered directly to users’ phones, so they’ll always see important updates. Plus, SMS messages feel more personal than other communication methods (like email newsletters), making each customer feel valued.

Customer interaction delays

Delayed responses to customer inquiries can significantly impact customer satisfaction and retention. Enterprise Messaging enables support teams to respond to customer queries as fast as possible. Businesses can also use automated workflows and message templates to further decrease response time and ensure customers get the attention they need.

Support teams can use Enterprise Messaging services to provide personalised assistance to customers, a key aspect of retention and brand loyalty. Plus, Enterprise Messaging systems can integrate with CRM tools to pull up customer information and history, allowing agents to tailor their responses for a more personalised customer experience.

Security concerns

As SaaS companies tend to handle sensitive customer data, their messaging systems must be as secure as possible. Enterprise Messaging platforms help streamline communication by reducing the number of platforms and services required to communicate with customers. This means fewer data leak opportunities because all communication is centralised and protected by the same security protocols.

Enterprise Messaging platforms are designed with high-level security protocols, including end-to-end encryption, to protect the integrity and confidentiality of messages. These platforms ensure that sensitive information is transmitted securely, reducing the risk of data breaches — ensuring customers can trust your business.

How JT can help SaaS companies with Enterprise Messaging

Enterprise Messaging is only as good as the system you choose. You need something reliable with all the right features to enable seamless organisational communication. That’s where JT can help.

JT offers a robust platform for Enterprise Messaging, including A2P Messaging, MNP & HLR Routing Lookups, SMS Enterprise Messaging, and 2-Way SMS all with highly-secure, global coverage thanks to over 300 direct operator agreements.

We also hold the unique status of being a state-owned Tier 1 MNO, with all the obligations of transparency and governance this brings (including protection against Message Trashing).

As a government-owned organisation, you can feel secure knowing you’ll get a reliable service you can trust. Plus, being 100% owned by the Government of Jersey allows us to price our services competitively with complete transparency, so you are never caught off guard when it comes to billing.

Ready to get started?

Contact us today to see how our Enterprise Messaging offers can benefit your SaaS business.