Customers have come to expect prompt, clear, and easy communication with the brands they use. The problem comes when businesses use outdated communication channels that delay responses and ultimately fail to meet customers where they already are. Without the convenience of an easy to use communication channel, like SMS, companies often suffer from low engagement rates, and high cost of communication relative to the results it produces.

When you’re attempting to reach a wider audience, you’re bound to have coverage gaps. For instance, not all customers will have constant access to email or mobile apps, and even less so during emergencies or peak hours. In comparison, SMS is a much more accessible and omnipresent channel of communication that most people have consistent access to.