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“Thank you Bidvest team for your great service throughout 2024.”
- MTN
“Working with the Bidvest team is a real pleasure. We've thoroughly enjoyed partnering with a local provider for our business' WhatsApp profile - invoicing is simple and our templates are loaded and approved speedily. Prepaid24 would highly recommend Bidvest. Such a seamless process from setup to production!”
- Prepaid24
“We're incredibly grateful to the Bidvest Data Team who go above and beyond to support us with vital customer communication. Their commitment and innovation has kept us at the forefront of electronic customer engagement.”
- Sanlam Retail Mass
“Dear Bidvest team, Just wanted to take the time to say a very special thank you to TEAM BIDVEST. Everyone at OUP thanks all the people involved over the last few weeks and trust me, everyone in our organization now knows how much we can depend on Bidvest and we're all truly grateful for your efforts. Your responsiveness to our changing needs and requests is truly appreciated”
- Oxford
Explore key metrics, tools, and best practices for measuring engagement in transactional SMS communication. Enhance customer satisfaction and operational efficiency with actionable insights.
In the landscape of modern enterprise communication, transactional SMS has emerged as a crucial channel for fostering customer engagement. For decision-makers in South African enterprises, understanding how to effectively measure engagement in transactional SMS communication is essential to enhancing customer satisfaction, ensuring compliance, and optimizing operational efficiency. This comprehensive guide will explore the various metrics, tools, and best practices tailored specifically for enterprises seeking to maximize their SMS communication strategies.
Transactional SMS messages are primarily used for sending account-related notifications, payment confirmations, alerts, and other crucial information directly to customers. Unlike marketing SMS, transactional messages must adhere to strict regulatory frameworks and are expected to provide actionable information that enhances the customer experience.
To evaluate engagement effectively, enterprises must focus on a set of key metrics that provide insights into customer interactions with transactional SMS messages. Here are essential metrics to consider:
This metric indicates the percentage of SMS messages successfully delivered to recipients' mobile devices. A high delivery rate reflects effective message routing and network reliability.
The percentage of the recipients who view the message. Open rates for transactional SMS messages are typically high due to their quick, actionable nature.
The rate at which recipients take action based on the SMS content, such as clicking a link or replying directly. High response rates indicate effective content and timing.
A variety of tools are available that can help enterprises track and analyze engagement metrics for transactional SMS communication. Here are some recommended solutions:
Utilize an SMS gateway provider's analytics dashboard to gain insights into delivery and engagement metrics.
Integrate SMS communication within your CRM system to track customer interactions and engagement history.
Several best practices can enhance customer engagement through transactional SMS:
Tailor messages to include the recipient's name and relevant account details to foster a personal connection.
Ensure messages contain straightforward information and instructions to prompt immediate action.
Send messages at optimal times, such as reminders before appointments or due dates, to maximize engagement.
After collecting data on engagement metrics, enterprises should analyze the information to identify patterns, trends, and areas for improvement. This process includes:
As technology evolves, new methods of measuring customer engagement will emerge, including advanced analytics and AI-driven insights. Enterprises must stay ahead by continuously adapting their SMS strategies to include upcoming trends and customer preferences.
Measuring engagement in transactional SMS communication is an essential practice for enterprises aiming to enhance customer experiences and satisfaction. By focusing on key metrics, utilizing advanced tools, and following best practices, enterprises can leverage SMS communications to foster stronger customer relationships.
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“Thank you Bidvest team for your great service throughout 2024.”
- MTN
“Working with the Bidvest team is a real pleasure. We've thoroughly enjoyed partnering with a local provider for our business' WhatsApp profile - invoicing is simple and our templates are loaded and approved speedily. Prepaid24 would highly recommend Bidvest. Such a seamless process from setup to production!”
- Prepaid24
“We're incredibly grateful to the Bidvest Data Team who go above and beyond to support us with vital customer communication. Their commitment and innovation has kept us at the forefront of electronic customer engagement.”
- Sanlam Retail Mass
“Dear Bidvest team, Just wanted to take the time to say a very special thank you to TEAM BIDVEST. Everyone at OUP thanks all the people involved over the last few weeks and trust me, everyone in our organization now knows how much we can depend on Bidvest and we're all truly grateful for your efforts. Your responsiveness to our changing needs and requests is truly appreciated”
- Oxford
We set up and generate transactional communication at scale, accepting diverse data streams, managing template libraries, and supporting business rules and error handling. Projects are developed in UAT and PROD environments following agile methodologies with JIRA support. We facilitate large batch processing via secure data transfer and accommodate small batch or singular sending via API. We generate content for multiple delivery channels, implementing failover where needed.
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