What Is an SMS Autoresponder: Types, Benefits, and Uses

In today’s fast-paced world, communication is rapid and often expected to be immediate. People seek instant responses not only from friends but also from businesses.

A survey by HubSpot revealed that over 80% of customers want an instant reply from businesses. To meet this demand, SMS autoresponders have become invaluable, offering quick, precise, and concise interactions.

What is an SMS Autoresponder?

An automatic texting program known as an SMS autoresponder is designed to send pre-written text message replies in response to specified triggers or keywords. These systems handle whole conversations and deal with actual client issues by using automation and sophisticated algorithms, which are frequently driven by machine learning and conversational AI.

Contemporary text message autoresponders offer a customized experience akin to the GPT-based virtual agents that are currently employed by numerous businesses.

How Do They Work?

SMS autoresponders function by detecting trigger words in incoming messages. Upon recognizing a specific keyword used, the system generates an appropriate response. Unlike older, rigid systems, today’s autoresponders are capable of adapting and engaging in natural, meaningful conversations, enhancing consumer satisfaction. These systems can analyze the context of messages, learn from past interactions, and improve their reply over time.

Communication via Native SMS Apps

SMS auto-response uses the built-in SMS messaging applications on users' phones to function via the mobile network. For more complex systems, a comprehensive SMS messaging service is advised, since it offers improved capabilities like CRM connection, thorough data analytics, and the capacity to manage massive message volumes with ease. Basic automated answers can be set up immediately on your device.

Practical Applications of Automated Text Message Response Systems

1. Customer Support Requests

Automated replies effectively handle customer support queries, reducing wait times and improving satisfaction. For instance:

These systems can provide answers to frequently asked questions, guide users through troubleshooting steps, and escalate complex issues to human agents when necessary. Such as:

2. Appointments and Bookings

For service-based businesses, SMS autoresponders streamline appointment scheduling. Consumers can schedule and request services by responding to a text or using a provided link to a scheduling platform like Trafft or Appointlet.

This reduces the back-and-forth communication, making the process more efficient and convenient for clients.

3. Order Confirmations and Updates

Autoresponders can confirm orders and provide updates on order status alerts and delivery tracking.

Instant updates keep customers informed, reducing anxiety and enhancing the shopping experience. For instance:

4. Surveys and Feedback Requests

After a purchase, sending a feedback request note ensures that customers’ experiences are fresh, encouraging more detailed replies.

This feedback helps businesses improve their services and consumer satisfaction. For example:

5. Subbing in for Live Agents

When live agents are unavailable, autoresponders manage customer expectations and provide basic support.

Sending a simple out-of-office message reassures customers that their concerns will be addressed promptly. For example:

Types of Text Autoresponders

Text autoresponders can be either for general information dispersal or personalized conversations. General information dispersal provides quick, consistent information like answering FAQs and offering troubleshooting support, ideal for reaching many customers efficiently. Personalized conversations engage customers with tailored messages based on their preferences and chat history, often using AI-powered chatbots for natural interactions. This approach is best for building deeper customer relationships.

1. For General Information Dispersal

General Text Customer Support Hotline

A general text customer support hotline acts as a primary contact point for customer queries. It efficiently handles common questions and provides quick responses.

Answering FAQs

Autoresponders can automatically respond to common questions, like shipping rates or business hours, making customer service more efficient.

Troubleshooting/Support

Autoresponders provide step-by-step instructions based on keywords, helping customers resolve issues quickly.

Real-Time Help

Autoresponders offer immediate assistance, improving the user experience by addressing customer needs promptly.

2. For Personalized Conversations

Targeted Greetings and Messages

Autoresponders send tailored messages based on customer preferences or past interactions, aiming to make customers feel valued and enhance engagement.

Address Customers by Name

Personalizing messages with the customer's name adds a friendly touch and enhances engagement.

Contextual Responses

Autoresponders provide responses based on previous chat history, offering relevant and informed answers to enhance the customer experience.

Human-like Chatbots

AI-powered chatbots emulate natural, conversational interactions, offering personalized recommendations and support to enhance customer engagement.

4 ways SMS autoresponders can benefit your business

Greater Availability

• 24/7 Accessibility: SMS autoresponders ensure that businesses always have greater availability to respond to client inquiries, even during holidays.
• Minimal Human Intervention: These systems require little to no manual input, freeing up resources, which benefits your business by saving employees time and no extra expenses.

Better Customer Engagement and Conversion

• Immediate Responses: Quick replies improve client experience, making interactions more efficient.
• Personalization features: Personalized messages enhance customer loyalty and reduce the likelihood of customers turning to competitors.

Higher Customer Satisfaction

• Faster Resolution: Issues are addressed promptly, reducing waiting times.
• Satisfaction: Customers leave interactions feeling satisfied rather than frustrated.
• Return Business: Positive experiences encourage customers to return.
• Communication: Even when away, a message assures customers of a response, fostering patience and goodwill.

Sending a simple "We’re away... We will get back to you by [day/time]" message is preferable to leaving queries unanswered, as it shows respect for the customer’s time and promotes understanding.

Cost Reduction

• Reduced Need for Live Agents: Automation minimizes the need for 24/7 human support, significantly reducing operational and HR costs.
• Efficient Processes: Streamlined communication allows businesses to focus on more complex tasks, enhancing overall efficiency.

For Personal Communication

Setting up an SMS auto-reply on an Android or iPhone can be incredibly useful, especially when you're driving, in a meeting, or otherwise unavailable. Here's a step-by-step guide to help you set it up.

On Android

Method 1: Using Built-in Features (If Available)

Some Android devices come with built-in features for SMS auto-reply, particularly when in driving mode.

Open Settings:

• Swipe down from the top of your screen to open the notification shade.
• Tap on the gear icon to open Settings.

Find Do Not Disturb or Driving Mode:

• Scroll down and select Sound & vibration or Do Not Disturb.
• Look for an option like Driving mode or Driving assistance.

Set Up Auto-Reply:

• If your phone has a driving mode, you may find an option to set up an automatic text response.
• Customize your auto-reply message.
• Enable the feature when you are driving or busy.

Method 2: Using Third-Party Apps

If your Android device does not have a built-in auto-reply feature, you can use third-party apps. Here’s how:

Download an Auto-Reply App

• Download and install your preferred app.

Set Up the App:

• Follow the on-screen instructions to grant necessary permissions, such as access to contacts and messages.

Configure Auto-Reply Settings:

• Choose the conditions under which the auto-reply should be sent (e.g., driving, meetings, etc.).
• Some apps allow you to customize auto-replies for different contacts or groups.

Activate Auto-Reply:

• Once your settings are configured, activate the auto-reply.
• Ensure the app is running in the background to function correctly.

On iPhone

1. Open Settings and navigate to Focus.

2. Tap "Driving" or create a new Focus mode.

3. Scroll down to "Auto-Reply" and set up your message.

4. Choose the recipients of your auto-replies: No One, Recents, Favorites, or All Contacts.

For Business

Despite the SMS autoresponder being a useful service, it is sometimes difficult to implement and set up for small and medium-sized enterprises. Moreover, in many cases, your company doesn’t need this tool. Instead, Decision Telecom offers a two-way communication solution for your business.

Puts is an interactive exchange where both parties send and receive messages. Our SMS messaging services allow interaction with your customers via two common channels: Viber and WhatsApp.

Here are a few steps on how to do it:

1. Sign up for a Decision Telecom account and log in. After, you will receive a call from our manager. The specialist will help you to define your goals, and choose the best way of communication so that you do not overpay.

2. Configure the API of a particular application in your CRM. All necessary documentation is available on our website in the public domain.

For 2-way messages, the Decision Telecom Viber system will send callbacks with each user's message. The tracking data content will be sent by the client according to the tracking data in the last message which was received on the Viber client’s side.

3. Set up your business Viber (or WhatsApp) account. To do this, contact your Decision Telecom manager.

4. Messages from users will be available in the Chat Inbox section of your user account on the platform.

Now you can communicate with your customers, even if you couldn't respond to them earlier.

In Conclusion

SMS autoresponders offer businesses a powerful tool to improve communication, enhance customer satisfaction, and streamline operations. By automating responses, companies can maintain engagement around the clock, ultimately benefiting both customers and the business itself.

They can be used for client assistance, appointment scheduling, order updates, and feedback requests. Implementing an SMS autoresponder can lead to increased efficiency, cost savings, and higher consumer loyalty.

Decision Telecom is your trusted autoresponder service, known for its quick and accurate handling of customer queries. With our advanced automation, we ensure timely responses that keep your customers happy and your operations smooth. Count on us to provide friendly and efficient service that enhances customer satisfaction every time.