More touchpoints, less tech stack

How to streamline your marketing, sales, and service systems with SMS and get better results.

Whether you’re B2C or B2B, connecting with customers throughout their journey has never been more important.

What challenges are businesses like yours facing? And how can integrating SMS into your channel strategies help you build a faster, more responsive, more direct connection with customers?

Marketing

Sales

Service

• Everything is fragmented: Customers are everywhere now. And we’ve all been adding to our tech stacks, trying to keep up.
• But now, everybody’s tech stacks are starting to feel more like haystacks, making it hard to even find the needle, let alone move it.
• The results? Teams spend way too much time ping-ponging between platforms and trying to keep all the pieces pulled together.

What do sales, marketing, and service leaders wish for instead? Fewer platforms and better, more responsive conversations.

Wish granted.

Businesses are now discovering the 1-2 punch of efficiency that comes with integrating SMS into their channel strategies and the platforms they’re already using.

SMS, or Short Messaging Service, is a service that sends text-only messages of up to 160 characters between mobile devices.

Very often, SMS and text messaging are used interchangeably. However, text messaging or “text,” is the umbrella term for all kinds of services and products that allow you to send and receive text-based messages, including SMS, MMS, and RCS.

Last year, there were 2,200 billion SMS messages sent. That’s roughly 4,185,692 messages a minute!

1. 82% of consumers and 90% of GenZ consumers told us they check text notifications within 5 minutes of receiving them.
2. 93% of consumers text every day, and nearly half (45%) check their text messages more than 10 times a day.
3. 82% of businesses agree that SMS marketing is an effective way to drive revenue.
4. 84% of consumers are opted in to receive texts from businesses

Sinch SimpleTexting Texting & SMS marketing statistics in 2025

Let’s talk about the elephant in the room:

It sure can, if it’s done badly! The key to not being a pest is to focus on what the customer wants at that point in their journey. So, people are happy to opt in and stay there, because they know you’ll only text them with something of real value. (More tips on this later.)

Remember how we said messaging “includes standard SMS text, but also MMS and RCS?”

MMS lets you add some color to your communications: You get 1,600 characters instead of 160, and can add emojis, images, videos, and even GIFs.

RCS lets you ramp up and fine tune those colors, literally. You can send interactive messages with your own branding, rich content, and CTAs that allow the conversation to turn right into the sale.

Think it’s just for e-commerce? Think again! Sure, Multimedia Messaging Service and Rich Communication Services are a natural fit for e-commerce, but the possibilities are endless:

• Last push webinar invites
• New product launches
• Customer satisfaction surveys
• Teasing out campaigns
• Sharing important images quickly (take note, insurance industry!)
• Offering waiting lists for new courses or original research

Use images, moving graphics, or mobile landing pages (MLP) for an even more engaging experience.

SMS is timely and attention-grabbing, making it the perfect addition to your marketing, sales, and service strategies.

But you unlock the real magic when you integrate SMS into your tech stack.

Instead of cobbling together yet more point solutions, you can enjoy robust SMS capabilities from where you’re already working, whether it’s your CRM, ERP, marketing automation, or retail platform.

You eliminate the need for multiple platforms, providing a streamlined experience for your team, while keeping customer data complete … effortlessly.

While texting is fast and effective on its own, making it a key ingredient in your omnichannel planning, its real power comes when it’s also integrated into your existing systems, letting you streamline your tech stack and workload, while helping you get better results.

How?

• Because you can send text messages, individually or in bulk, from the systems you’re already in, letting you get more from your existing stack with the shortest possible learning curve.
• Because fast moving customer interactions are immediately integrated into records and data, creating a clearer 360-degree picture, without needing to leave the system you’re already using.
• Because instead of always falling behind on following up, you can set up actions to automatically trigger key and timely touchpoints. These messages can be the final nudge a prospect needs, or can keep existing customers happy and details from falling through the cracks.
• Because you can leverage data from your other systems to create customer delighting moments. For example, sending a confirmation text when an order is placed? Meaningful and welcome. (Sending a text promoting an item the customer has already bought? Annoying.)

Once SMS is integrated into your existing platforms, you’ll wonder how you ever went without it. At a high level, you now have a simple way to contact customers quickly, from your existing systems, with all the data staying within that system.

So far, so good, but what does that look like in practice? It looks like happier customers and a much shorter sales cycle, no matter what type of business you’re in.

Click & collect

Send SMS notifications and let your customers know their order is ready for collection.

Booking confirmations

Enhance every customer experience with automated reservations and confirmations.

Employee communication

Automate shift reminders, open-shift notifications, or scheduling confirmations.

Emergency alerts

Keep customers up to date with SMS broadcasts for emergency and warnings.

Customer support

Enhance your customer support with two-way conversational messaging.

Appointment reminders

Reduce no-shows and keep things running on schedule with automated SMS reminders.

Sales engagement

Turn prospects into sales outcomes by nurturing leads via conversational messaging.

Delivery tracking

Keep customers informed on the status of their deliveries with online tracking.

Marketing campaigns

Attract, convert, and retain more customers with SMS campaigns.

Feedback & surveys

Send personalized satisfaction surveys and respond to customer issues proactively.

Billing & payments

Get paid on time with SMS reminders for upcoming bills with links to make payments.

Two-factor authentication

Protect your valuable customer, partner, and business data with 2FA.

Customers want a business they can talk to! Most consumers now choose texting over email and phone calls for customer service issues, and 71% of consumers want the ability totext a business back.

Integrating SMS into your outreach strategies, your workflows, and your tech stack makes a lot of sense. But how can you make sure you’re getting the most efficiency, the most power, and the most value out of it all? How can you really get the most out of SMS?

• Use existing CRM segmentation to text VIPs, for example, giving a sneak peek to an upcoming sale.
• Optimize your lead journey with automated SMS triggers for inbound leads, such as health checks or content download follow ups.
• Create ultra targeted and personalized campaigns by syncing contacts from your e–commerce platform. (Abandoned cart texts can make a big difference!)
• Create SMS templates to ensure service quality for common customer issues, or ensure messaging is on brand from sales team members.
• Add SMS to your existing workflows to optimize communication. Keeping customers  updated about delivery details is always a winning strategy.
• Set up keyword automation workflows to update the customer’s contact details when they text you an update.

One more best practice? Reach out to your friends at Sinch Engage! We’re the experts at seamlessly integrating SMS into your tools, tasks, and tactics, so you can make better connections with customers, more efficiently.

Streamline and improve the complete customer journey, from marketing and sales to service and support, with native integrations that unlock the full potential of your core platforms.

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