What is an SMS bot?

In a world that is moving faster and faster, customers of today’s companies expect up-to-date and accurate information at all times. SMS bot services provided by companies like Twilio help companies to satisfy customer demand for information at their fingertips by sending automated messages to their mobile devices.

SMS bots have a wide range of applications, some of which include the following:

  • Order confirmation
  • Time of arrival/pick-up notifications
  • Notifications on changes or delays
  • Updates and offers
  • Showing customer appreciation

A well-programmed SMS bot will relieve your company of the need to hire extra employees or burden your current staff with the constant need to update and inform your customers. The SMS bot will do it all automatically, and without the element of human error. SMS bots work on your behalf so your customers get the information they need when they need it.

How do SMS bots work?

SMS bots work by using the information in your database to track relevant data on each customer and their respective transactions. You can then program the bot to inform the customer when that information changes, when a certain amount of time has passed, or for any other reason that is relevant to the service your business provides.

An example of an SMS bot at work can be seen in the airline industry. If a flight is delayed or changed, an SMS bot will detect the change, identify all the customers who are on the flight, and immediately send a message to inform them. SMS bots only do the tasks that you tell them to, and they only send messages to customers who have opted to receive them, so you won’t have to worry about customers receiving spam or irrelevant information.

Why use SMS bots?

Customers today don’t want to wait for information, and they certainly don’t like surprises. Companies must strive to deliver the most up to date information in the timeliest manner possible if they want to stay relevant in the market. Because virtually everyone has a mobile phone, one of the best ways to keep all customers informed is by reaching out to them on these devices.

SMS bots do exactly this. Modern SMS bots have the capability to reach customers on a vast array of networks across the globe and operate much faster than any of their human counterparts. Utilizing SMS is a great way to boost your company’s customer service and CRM potential at very little cost and without the necessity of additional labor.

What are the advantages of the Twilio SMS bot services?

Twilio provides a platform on which to build SMS bots. They offer a variety of attractive features to ensure customer satisfaction and reliability. Many companies choose Twilio as a service provider for the following reasons:

  • 99.95% uptime SLA to ensure extremely high reliability
  • Operation through multiple routes to reach every mobile customer on earth
  • Use one platform for a variety of SMS media options
  • Robust API primitives and the largest set of developer tools available

Twilio’s software platform is praised for its simplicity and reliability. Twilio provides what their customers need to build bots that send SMS messages and a variety of other types of media to mobile devices, so you can stay ahead of the curve with options such as image, video, chat, and more.

How do I build an SMS bot with Twilio?

Twilio’s interface makes it easy to design and build SMS bots, but if you don’t have experience in bot building, it is recommended that you consult a third party to make sure your bot is correctly built and programmed. Remember that Twilio is only a platform for building bots. They provide the network, tools, and support, but the bot itself must be designed according to your company’s specific needs.

There’s a lot that goes into building a bot, and the last thing you want is to upset customers with ineffective SMS messaging or unseen errors that can cause delays or unsent messages. A third party will work closely with you to understand your target and goals and will design a bot based around them. Hiring a third party guarantees expertise and experience, meaning your bot will run smoothly from the outset.

By using Flow XO yourself, you can build bots for Twilio and several other channels (such as Facebook Messenger and web) without needing to use a third party. The bot is built using an easy-to-use interface and no coding is required.

Once you have a properly built your SMS bot, a third party will be there for you if you have any problems, or if you need to update the bot’s function over time. The security of hiring a third party combined with the network support and unparalleled design tools at Twilio will provide all-around coverage for your bot and peace of mind for your company.

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