How to create a conversational SMS deployment ?

Conversational SMS deployment allows participants to reply directly via SMS to your survey. Each question/answer involves sending/receiving an SMS, recreating a conversation between your customer and you.

You can use conversational SMS to:

• Quickly collect new data from your customers
• Easily develop your customer knowledge
• Leverage new responses to enhance your customer experience

Benefit from spontaneous responses from each respondent thanks to conversational SMS.

Use cases:

• Post in-store purchase: allow your customers to immediately respond to a survey on their mobile as they leave your store.
• Measure real-time customer satisfaction regarding your delivery service as soon as they receive their package.
• Collect key customer information (attribute) that you need, to integrate it directly into your CRM (example: a postal code) and use it in your next campaign deployment.

Differences between "SMS" deployment and "Conversational SMS" deployment

SMS deployment is used to deploy a campaign to your customers via a link to your survey sent by SMS. When clicked, the participant is redirected to their mobile browser to answer the survey.

Conversational SMS deployment, on the other hand, allows participants to reply directly via SMS to your survey, making it easier to collect new responses.

These two deployment types are suited to different use cases:

• "SMS" deployment allows advanced survey customization, enabling you to deploy campaigns with a large number of questions and collect maximum data for each customer.

You can use all available elements when creating your campaign, without restriction.

• "Conversational SMS" deployment significantly increases response rates thanks to the spontaneity of respondents. It is recommended for campaigns aimed at quickly collecting data with a limited number of questions.

For this deployment, specific elements can be used:

Text, Email, Postal Code, Date, Time, Numeric, Phone, Checkboxes (single choice), Opt-in, Slider, Rating scale, Net Promoter Score, Rich content (text only), Button.

Setting up a "Conversational SMS" deployment

Go to the Deployments menu, then click on (learn more about deployments).

Select "Conversational" then "Conversational SMS",

Select the campaign you want to deploy,

Name your deployment,

Then configure the different elements: sending list, language, contact solicitation, immediate or scheduled SMS sending.

Don't forget to click on .

Sending list

Choose the sending list containing your respondents (if needed, see: Create a sending list).

SMS language

Now choose the language of your SMS.

• Campaign language: the one used to create your survey
• Contact language: the one assigned to the participant
• Contact country language: based on the respondent’s location (browser settings)

Manage participant solicitation

Select the desired solicitation type from the dropdown list.

You can choose not to deploy your campaign to contacts who have already been solicited within a defined period. This means that if your contacts have already received a participation request, they will not receive another one during the timeframe you define.

This helps you avoid collecting duplicate responses and, more importantly, prevents unnecessarily disturbing contacts who have already been invited to participate in your survey.

Example: If a group of contacts participated in your campaign in February and you select "Send only to contacts not solicited for 1 month", then during your next campaign send in March, this group will be solicited again.

Finalization

Define whether the SMS is sent immediately or scheduled.

Finally, you can save, then test before clicking send to confirm.

Don't forget to click on to activate your campaign before sharing it.

Preview of a campaign sent via conversational SMS

If you have any questions, feel free to contact our Customer Care team.