SMS
Overview
For facilitating interactions between organisations and staff, SMS provides the highest response rates (by far) as well as the highest quality data. We have averaged 60%+ response rates on weekly contacts through this method and one in two respondents leave a comment with their rating.
The personal nature of SMS also drives the candid nature of the responses. Employees, clients and stakeholders are nervous about organisation owned platforms and their privacy. SMS is a truly safe space for people to voice candid opinions and ideas about their experience.
Lastly, the way we have designed the SMS interactions is low-friction and fast. There's no need to navigate to a platform, to log into a service, or open their laptop. It works inline with the rest of their communications. Users can 'react' to a message on iOS and record their rating that way, they can reply with emojis, they can leave comments and tag their message with hashtags. A member of staff can communicate a lot in less than 30 seconds.
Setting up SMS
Relay and SMS are a match made in ... Melbourne. We've found over years of testing, SMS has had the highest response rates, in some cases double that of email.
SMS is enabled by default on all Relay accounts, we use this channel as the primary messaging service. If your members are looking for another option and can't see it as part of our current channel integrations, let us know.