Understanding Aircall's New MMS Features

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What makes a successful message? For one thing—compelling content. But an often overlooked factor is the way the message reaches the recipient. For example, SMS open rates can reach as high as 98%, compared to email open rates of around 20%. 

Further, when it comes to the response rate, SMS hits the 45% mark, while email is more like 8%. What’s really impressive though is that MMS—which allows you to send rich content straight to a customer’s phone—outperforms both, with these campaigns enjoying a 300% higher engagement rate than SMS.

Depending on the situation or complexity, customer interactions require different forms of communication. For instance, Zendesk’s CX Trends 2024 report shows that 16% of customers will pick the phone for general issues, and 29% for complex or nuanced problems. Phone, text, or sometimes both! Customer interactions aren’t a one-size-fits-all. But with multiple communication channels, customer conversations can get lost easily. 

This is why Aircall is excited to bring its new MMS features to our mobile and desktop apps for North American customers, reducing the need to switch between tools and making it easier than ever to seamlessly connect with clients and prospects.

An Overview of Aircall’s MMS Offering 

For reps and customers alike, MMS is an easy way to provide more detailed information and more context. If your customer-facing teams are looking to connect with their customers in a way that outperforms your rivals, whether it’s explaining a product to a prospect or resolving a customer concern, it’s worth adding MMS to your toolbox.

According to the Voice of SMBs 2024 report, 68% of small and medium-sized businesses say that to hit targets they need to be able to rapidly personalize their customer interactions. 

By cutting out the need for back and forth—a test of your reps’ patience, as well as your customers’—MMS can be the ace up your sleeve to close deals and hit those customer satisfaction targets.

3 Key Benefits of MMS 

To explore how Aircall's new MMS features deliver on customer satisfaction, let's look at the key benefits they bring to customer-facing teams.

Faster & more efficient communication

In customer experience expert Jay Baer’s study, The Time to Win, two-thirds of customers say speed is as important as price.

Further, Aircall research shows that 46% of customer support respondents and 52% of sales respondents predict that speed and time to resolution will become more important in the year ahead. 

MMS can be the route to providing this customer experience—giving customer-facing teams the means to send and receive messages on the move without losing any momentum in the process.

But it’s not just momentum they need but stand-out content. For instance, images that resolve an accuracy issue or a one-pager that answers any doubts a customer has about renewing. MMS helps you take up less of your customers’ time while making every message count. 

Keep your communications in the Aircall app

In a busy customer-facing environment, switching between apps is not your friend. Sales teams need to remain in the moment and hang on their prospect’s every word. While customer support teams can’t afford to repeat themselves as they frantically cycle through their tools. This is why Aircall added MMS into its existing app, reducing the need for users to add yet another tool to their tech stack.

A well-established convenience for the customer, MMS is now convenient for your teams—allowing them to follow up a call with an eye-catching message or respond to a voicemail with the very asset the customer was calling for with a few in-app swipes. 

Increase personalization of prospect communications

The third piece of the puzzle is personalization. Personalization is the second-highest facet of customer interactions that is anticipated to become more important in the year ahead—with 44% of customer support and 42% of sales employees agreeing.

Customers today want to communicate with your teams in a way that works for them. MMS adds to your omnichannel communication strategy, meaning customers have even more choices when they need support.

Small but mighty, MMS helps you bring across your brand voice with  emojis, product imagery, GIFs, and more—delighting customers and prospects and taking your customer experience to the next level.

Aircall: Making It Easier to Connect with Your Customers 

Want to know one of the best things about Aircall’s new MMS feature? If you’re in North America and already an Aircall customer, it’s included in all plans and goes towards your monthly messaging quota.

This is just another way Aircall is empowering customer-facing teams to have the best, most meaningful conversations with their customers to forge relationships and close deals. 

Showing your contacts you care and want to solve their problems should be a top priority in 2024, and with MMS, we’re certain they’ll get the message.

If you’re an Aircall customer and want to know more about Aircall’s new MMS feature then schedule a call with our team today. If you’re not yet using Aircall, but want to find out more, then contact our team, arrange a demo, and try our MMS features for yourself.

Published on March 5, 2024.