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VoIP Messaging: Frontier in Business Communications

August 3, 2022 / Blog / posted by Neha Mashruwala

As businesses are switching from landlines to Voice over Internet Protocol (VoIP) systems, every business’s communications toolkit offers integrated VoIP messaging services. After VoIP phone calls were used as leverage in transforming businesses, VoIP texting is next in line to help revamp A2P messaging for better communication strategies.

Nearly half of businesses have implemented enterprise SMS into their communication strategy. According to a study, 63% of the surveyed employees claimed that VoIP systems helped them improve SMS management. Let us look at some powerful features of VoIP messaging services and how it facilitates better business communication strategies.

How Do Inbound and Outbound SMS Work in VoIP System?

There are different ways businesses can send and receive text messages through VoIP messaging services. Enterprises can use outbound A2P messaging services by sending SMS through a VoIP provider’s app, web portal, or desk phone. Employees can send and receive SMS and voicemails through emails as well. When someone sends an SMS to a VoIP number, the wholesale VoIP provider converts the cell phone number to an email address format.

VoIP systems use SIP (Session Initiation Protocol) for voice termination. Similarly, most VoIP providers use REpresentational State Transfer (REST) APIs (Application Programming Interfaces) for messaging. These RESTful APIs are reliable mechanisms that guarantee the delivery of text messages owing to well-defined and standardized computer programming methodologies.

Powerful Features of VoIP Messaging Services

Canned Responses

Canned responses allow users to create text message templates for conversations they frequently have. Users don’t need to retype a message every time; thus, it saves time when replying to texts. Providers label canned responses differently, e.g., Snippets, Templates, Quick Parts, etc.

Employees can make a library of templates for all the different responses from which they can select one to answer customer queries. They can also personalize responses that autofill name or user ID that trigger recipients to take actions based on keywords.

Shared Phone Numbers

Most businesses have a dedicated extension to receive sales or customer support texts and calls. Enterprises may need more than one person to address incoming texts based on the text volume. VoIP messaging services enable team members to share phone numbers. Employees can collaborate on SMS conversations by accessing a shared dashboard.

These dashboards have custom properties where team members can add notes for individual contacts. It provides team members with context for conducting seamless conversations. Employees can also see when someone else is typing, so they don’t end up double-texting clients.

Voicemail to Text

Many VoIP providers support the ‘SMS to email’ facility that automatically forwards text messages and voicemails to your email inbox. Some advanced VoIP phone systems take a step further by sending voicemail transcriptions to your inbox.

This feature lets users reply quickly without listening to a complete message, especially in a noisy environment. VoIP texting is more reliable, ensuring no message slips through the net.

Scheduled Text Message

Businesses must manage large volumes of SMS that need to be sent later. VoIP SMS can schedule texts to be sent in upcoming days, weeks, or even months. The sales and marketing teams can plan ad campaigns or other projects, ensuring they don’t miss deadlines.

Employees can automate this feature by aligning custom templates with holidays or other special occasions. This feature also comes with automatic delivery cancellation in case the recipient messages you first to avoid sending an outdated message or awkward exchanges with clients.

Texting at Scale

For enterprise or A2P messaging, businesses must simultaneously reach out to hundreds of customers. Even group texting is rendered irrelevant in a business context. VoIP messaging services allow enterprises to send A2P SMS at scale.

Companies can text dozens, hundreds, and thousands of customers through the provider’s app, web portal, or desk phone. It also offers the capability to segment the audience and send custom SMS based on specified factors.

VoIP SMS Transforming Business Communication Strategies

VoIP with SMS capabilities unlocks many A2P messaging use cases to serve business communication needs.

Some Business Use Cases:

Help the sales team save time by sending calendar links to schedule calls and reminders.
Help the recruiting team send candidates texts and interview reminders without personal numbers.
Share mass updates like informing suppliers, customers, and partners of changes to your product line.
Leverage SMS open and response rates by reaching out to leads via SMS and converting them into prospects.
Assign customer support conversations to teammates for faster response.

Below are the top three benefits of incorporating VoIP texting into your communication strategy:

Automation

Automation is one of the top highlights of VoIP SMS. It allows businesses to automate messages based on date, time, and triggers. Companies can automate segmentation and text customization based on customer behavior, demographics, and keywords. They can even create a library of auto-responses based on triggers.

Save Time and Money

VoIP texting plans are cheaper than those offered by traditional telecom carriers. Considering the volume of daily outbound SMS your company will use, VoIP SMS can help you save a substantial amount of money. The advanced features of VoIP messaging allow faster responses to customers and pre-scheduled calls, saving time on wasted calls and waiting periods.

Serve More Customers

Using VoIP A2P messaging services, companies can reach thousands of people simultaneously. A convenient online dashboard allows employees to track and manage SMS campaigns and different audience segments.

Unlock True Potential of A2P Messaging with VoIP

Businesses no longer need to limit their communication strategies with basic texting features. Slow response to clients is reason enough for lost sales and damaged relationships. VoIP messaging can effectively prevent communication delays and boost productivity by scaling up your strategies as needed. Bankai Group offers industry-leading, innovative, bulk SMS services across geographies to help our clients unlock the full potential of A2P messaging.

Neha Mashruwala

Neha is a digital marketing evangelist with over a decade of marketing experience and currently overlooks the entire inbound marketing activities and manages the team. She's adept in marketing planning and execution as well as content management for strategic utilization and deployment of available resources to achieve organizational objectives. Neha is a nomadic traveler who loves to meet new people while travelling and enjoy reading travel articles. Connect with her on Linkedin.