February 18, 2019

Short Message Service

According to recent studies, teenagers send and receive a good number of SMS on monthly bases, while young adults send and receive a lesser amount.  Among teenagers, texting is favored over most other forms of communications, including instant messaging, e-mail, calling, and face-to-face meetings.  Although these studies show that 55 percent of teenagers now have mobile phones in Afghanistan, the calling function is not really a priority.
This shift in the location and style of the way today’s younger generation communicates should be a clear signal to any organization offering mobile and customer services (e.g. Network Operators, Value Added Service Providers, Contact/Call Centers, Enterprises) that their younger generation customer base not only prefers, but will most likely demand, texting (not voice) as the primary method to interact with them, even when they become adults.

Short Message Service, or SMS, specifically addresses the inevitable need for text-based services.  By offering interactive texting to their younger users as an interface to various mobile and customer services, including self-services, organizations are better positioning themselves to minimize churn, while improving their potential for increasing average revenue per user (ARPU) through additional interactive text-based value added services.  With Interactive Text Response, organizations can rapidly steer “text conversations” to user-requested automated services.