Optimizing Texting for Marketing

 If you're looking to give your business a boost, consider something as simple as sending a text message. That's right, texting isn't just for chatting with friends or ordering your favorite pizza. It can also be a game-changer for your marketing strategy.  

But how? How do you use texting for marketing? How do you make sure it's effective? And how do you know your customers will even be receptive to it? Don't worry. We've got the answers to all these questions – and more! 

First, what is Text Message Marketing?  

At Cloud9VoIP, we believe in defining terms. Text message marketing is precisely what it sounds like - using SMS (Short Message Service) and MMS (Multimedia Services) to reach out to customers for promotional or informative purposes.  

But (and this is a big one) you can't just send marketing texts to anyone, anytime. Please do not do it. You must abide by the Telephone Consumer Protection Act (TCPA) and FCC rules to ensure compliance. This means you must get explicit consent from your customers to text them. And offering a clear and easy way for them to opt-out if they want. If not, you could face serious legal ramifications. Thankfully, if you choose a texting service like Cloud9VoIP's, this compliance is built in from the start – so no worries there.  

Big Business Benefits of Text Message Marketing  

Now that we know what text message marketing is, and what to avoid when using it, let's talk about some of the reasons why using texting for marketing is a brilliant idea. Keep in mind, this is a short list with many more unstated reasons.  

It gives you higher engagement because people actually read their texts. Unlike email or social media, where messages can get lost in overflowing inboxes or crowded newsfeeds, text messages are interacted with immediately. Why? Because we tend to check our texts within minutes – not days. In fact, 90 percent of all texts are opened within three minutes of being received.   

Using texting for marketing can significantly boost your sales. When done right, texting for marketing can drive immediate action, from purchasing to visiting your store. In fact, almost 30 percent of consumers said they've made a purchase in response to a company's text messages.   

Texting is a great (and affordable) equalizer. Text message marketing is budget-friendly, highly targeted, and offers a fantastic return on investment. Small businesses can benefit from the power of SMS just as much as the big players.  

Texting for marketing complements your other communication channels. Mixing texting with email, phone calls, and social media can boost your customer's lifetime value by 30 percent.  

FUN FACT: Sending a text reminder to customers on your email lists (like "Did you get our newsletter?") can increase email open rates by over 25 percent.  

Do Clients Prefer Text Message Marketing?  

Now, you might be wondering, do customers even want text message marketing? The answer is a resounding yes! Just last year, about 75 percent of consumers said they'd like businesses to text them. And here's why:  

First and foremost, it's a channel that most people use and are familiar (and comfortable) with. After all, approximately 65 percent of the entire world can send and receive text messages. Opening, reading, and responding to a text message is practically second nature to most of us.  

Second, it's non-intrusive. Unlike telemarketing calls, recipients can choose when to read a text message, making it a less disruptive form of communication.    

Third, text messages feel personal. People tend to perceive SMS as messages from friends or family, making them more likely to engage with the content. The statistics back this up, with text messages boasting an astonishing 98 percent read rate. In comparison, email open and read rates typically hover around 21%.  

How You Can Use Texting for Marketing  

Alright, so we've learned that texting can benefit your business, and people want to receive texts from you. But one question remains: "How do you use texting for marketing?" Well, we've got a few suggestions:  

• Provide Immediate Customer Service. Instant communication lets you quickly respond to customer queries and issues, enhancing their experience.  

• Share Promotional Campaigns and Offers. Announce sales, discounts, and exclusive offers directly to your customers' mobile phones.  

• Offer Opt-In Information for Email Marketing. Expand your email marketing list by allowing customers to subscribe through text messages.  

• Send Appointment Reminders and Notifications. Reduce no-shows and keep customers informed about appointments and events.  

• Collect Feedback and Surveys. Gather valuable insights from your customers to improve your products and services.  

• And a whole lot more! 

Integrating Text Message Marketing into Your Strategy  

Now that you know how to use texting for marketing, it's time to incorporate it into your overall marketing strategy. Here are a few tips to get you started:  

• Build a subscriber list. Encourage customers to opt-in for your messages and grow your subscriber list organically.  

• Segment your audience. Divide your subscribers into categories so you can send them personalized text messages based on their particular preferences and behaviors.  

• Craft engaging content. Keep your messages short, sweet, and engaging to grab your audience's attention.  

• Time your messages. Send your texts at the right time to maximize their impact. For instance, sending lunch specials just before noon can be more effective for a restaurant.  

• Monitor and optimize. Continuously analyze the performance of your campaigns and adjust your strategy as needed for better results.  

Ready To Start Texting? Cloud9VoIP's Got Your Back.  

Cloud9VoIP takes all the goodness of text message marketing and cranks it up a notch. We help you reach your customers more effectively, manage your messages with ease, and keep your marketing efforts organized.   

So, if you're a business owner looking to connect with your customers more personally, efficiently, and cost-effectively, give the team Cloud9 a call. Your customers - and your bottom line - will thank you! 

The Crucial Role of Hosted Phone Systems in Shaping the Future of Work

We can all agree that work has changed drastically over the last few years. Employees can split their time between the office and remote settings thanks to hybrid work. Some don't even come into an office at all, opting to work remotely full-time. Very few are missing the nine-to-five in-office grind. Let’s face it – waking up early, sitting in traffic, working, then sitting in traffic some more, only to go home and have it be time for bed isn’t exactly desirable, which is why a staggering 98 percent of American professionals want to work remotely. Even if it's only a few days a week.  

Alongside these trends, a "gig economy" has boomed. Instead of being employed by one company, many professionals take on short-term contracts and freelance work (aka "gigs") that align with their skills and preferences. This shift gives them more autonomy over their careers, and even more changes are set to come our way. Thankfully, hosted phone systems can keep up with whatever the future throws at you. Here's why.  

How Hosted Phone Systems Help You Keep Up with New Work Trends  

No matter what trends pop up moving forward, hosted phone systems are ready to answer the call. Let’s take a look at how.  

Cloud-Based Infrastructure Provides Greater Flexibility 

Because these systems are hosted in the cloud, they don't limit you to one location, one device, or one way of communicating. Software can be changed, capabilities updated, and code rewritten to accommodate all kinds of changes. With hosted phones, you have:  

• The flexibility to work from anywhere: Cloud9's hosted phones liberate you from being stuck in a fixed location. Whether you're in a bustling office, sipping coffee at your favorite café, or cozying up at home, these systems let you easily connect and communicate. Say goodbye to the frustration of missing important calls because you're not tied to your desk.  

• The flexibility to add new features and functions: Traditional phone systems often require complex hardware upgrades to add new features. Hosted systems flip this script. You can integrate fresh features that enhance your communication game with a few clicks. From virtual receptionists to call routing magic, you can stay ahead without the headache.  

• The flexibility to integrate with new technologies: The tech landscape evolves rapidly, and so should your communication systems. Hosted phone systems play nice with new technologies, allowing you to effortlessly weave in AI-powered chatbots, CRM integrations, and other cutting-edge tools that amplify your efficiency.  

They Can Be Easily Updated by Your Provider  

Hosted phone providers have one job – to keep your system updated and running smoothly, and the best ones do so 24/7/365, guaranteeing you don't fall behind the trends.  

• Instant access to the latest features: Remember those days of waiting for ages to get the "latest update"? Cloud9's hosted phone systems laugh at those days. Providers roll out new features regularly, and you're in on the action as soon as they're live. Stay at the forefront of communication trends without lifting a finger.   

• Fort Knox-level security: No matter your security concerns, Cloud9 hosted systems are here to fortify your defenses with end-to-end encryption, multifactor authentication, and more. Your provider's got your back, ensuring that your confidential conversations stay that way — confidential.  

• Updates without the headache: Remember the time you spent trying to update your old phone system? Yeah, we'd all like to forget. And hosted phone systems can help! They automatically update in the background, sparing you the typical IT headache. Now you can fully focus the tasks at hand, knowing your communication tool is always up to date.  

Accommodate the New Wave of Workers Quickly & Easily  

No matter how your employees choose to work, Cloud9 systems can help them achieve top-tier communications. How?  

• They empower gig workers with new levels of professionalism: Gig workers often juggle multiple clients. A hosted phone system gives them a professional edge with dedicated numbers, voicemail, and call forwarding. Impress clients with seamless communication, no matter where you work.  

• They can go wherever contractors go: Remote contractors need a "phone in their hand," just like everyone else. Hosted phone systems offer a device-agnostic softphone app, meaning these contractors can connect seamlessly, no matter the gadget they're wielding.  

• They make excellent communication accessible for all: Office or no office, everyone deserves the same perks. Cloud9's hosted phones level the playing field, ensuring that in-office and remote employees have equal access to features and updates. No one gets left behind.  

Future-Proof Your Business with Cloud9's Hosted Phone Systems  

Experience the seamless future of work communication with Cloud9VoIP's advanced hosted phone system. Connect with us now to stay prepared, stay relevant, and even stay ahead in the evolving work landscape! 

Choosing the Right Business Phone System for Competitive Customer Service

Selecting the right business phone system is non-negotiable if you want to gain the upper hand in customer service. But with so many options available, each claiming to be the best, how do you cut through the noise and make the wisest choice for your company?  

Look for the following three signs.  

3 Signs You're Picking a CX-Boosting Business Phone System  

Your Team Is More Accessible to Customers 

According to PWC, about 80 percent of consumers in the US believe that speed and convenience are two of the biggest pillars of a positive customer experience; the right business phone system can help with both.   

• Multi-channel communication capabilities: Today's customers reach out through various channels - phone calls, emails, texts, and more. Cloud9's business phone system lets you manage all these channels in one place, so no message goes unnoticed. Now, you can respond to customers' emails as quickly as their calls, leading to faster resolution.  

• Seamless call escalation via presence and other features: Sometimes, an issue needs to be escalated to the right person. A modern phone system lets you see who's available and bring that employee into the conversation/conference call in just a few clicks. No need to put the customer on hold!  

• Automatic call forwarding after hours, so no calls get missed: Customer issues don't clock out at five. With an intelligent phone system, calls can be automatically forwarded to an available team member or a dedicated after-hours support line. This ensures that your customers are heard and helped around the clock.  

Streamlined Call Management 

Approximately 90 percent of customers want an "immediate" (ten minutes or less) response when they have a customer service question. And if they don't reach an agent within that window? At best, they'll hang up and try again later. At worst, they'll find another provider. But don't worry. Your phone system can help you avoid those pitfalls.  

• Efficient call routing for quick issue resolution: No one likes to be bounced from one agent to another, explaining their issue repeatedly. An excellent phone system uses intelligent call routing based on the customer's needs. This means the call lands in the lap of the agent who is best equipped to handle that specific query, increasing the chances of a swift resolution.  

• DIY Call queues that reduce wait time: Long wait times can turn even the most patient customers into frustrated ones. Cloud9 allows you to build your own call queues based on customer preferences. And with callback options, customers can hold their place in line without waiting on hold, giving them some control over their wait experience. You might be surprised at the big difference this small touch can make.  

Personalized Customer Interactions 

According to a McKinsey study, when customers receive a personalized shopping experience, it doesn't just boost sales, but it can also slash marketing and sales costs by as much as 20 percent. Here are a few ways your business phone system can help you do it:  

• Provide customizable greetings and messages: Your customers' experience begins the moment they call. With Cloud9, you can customize greetings and messages to reflect your brand's personality. This personal touch sets the tone for a positive interaction.  

• Give you access to call history for personalized service: Imagine your customer doesn't have to repeat their story every time they call. Cloud9's business phone system stores call history, giving your team the context to provide personalized and informed assistance. This saves time and shows your customers that you value their time and loyalty.  

Get the Business Phone System That Sets You Apart from the Start!  

In the race to stand out from the crowd, a superior business phone system is your secret CX weapon. If you're ready to wield it and wield it well, Cloud9VoIP can help! We offer the perfect hosted phone services to take your customer service to the next level. Contact us today to discuss what solution will best fit your business. 

What Is VoIP? An Introductory Guide

While VoIP has been around for quite some time, it remained largely under the radar. Until recent years, when VoIP stepped into the spotlight and took the world by storm. Suddenly, business owners found themselves asking, "What is VoIP? Why is it so important for my business?"  

If you're one of them, you've come to the right place. We here at Cloud9 will walk you through the ins and outs of VoIP like only we can.  

What is VoIP?  

Voice over Internet Protocol (VoIP) is a technology that gives you the ability to make - and take - phone calls using the internet instead of traditional phone lines. Although it's been around for a while, this technology has boomed in recent years.  

Thanks to the surge in remote and hybrid work. And it's showing no signs of stopping.  

But how does VoIP work? We're glad you asked.  

First, your voice is captured by a microphone on your device. The microphone converts your sound waves into electrical signals. Then, VoIP turns these electrical signals into something your computer can understand through encoding. It's a process that turns electrical signals into a string of numbers representing sound waves.  

Next, these numbers are split into small pieces called "packets." Think of them like small envelopes that carry a part of your voice, and each packet has a label saying where it came from and where it's going. This helps the packets reassemble in the correct order when they reach their destination.  

Once that’s complete, the system sends these packets through your internet connection. When they arrive at the other end, the receiving VoIP system puts the packets back together and translates the numbers back into an electrical signal. That electrical signal is then changed back into sound, which is what your recipient hears on their end.   

How VoIP Systems Works  

Now that we've answered the question "What is VoIP?" it's time to answer the question "How does a VoIP system work?" Well, a VoIP system consists of several key components:  

IP Phones and Softphones  

IP phones are devices specifically designed for VoIP calls, while softphones are software applications that turn computers or mobile devices into VoIP-capable phones. Both devices handle the conversion of sound into digital data and vice versa.  

VoIP Gateway   

A gateway acts as a connection point between traditional telephone networks (PSTN) and VoIP networks. Its job is to convert analog voice signals from regular telephones into digital packets that can travel over the internet and vice versa. This allows communication between VoIP and conventional phone systems (aka the PSTN). 

Internet Connection  

The quality of your VoIP calls is dependent on how fast and reliable your internet connection is. Voice data packets must be transmitted and received smoothly for clear, uninterrupted conversations.  

Benefits of VoIP for Businesses  

Cost Savings   

Using VoIP means all calls are transported on the internet, which also means no more back-breaking long-distance and international call charges, and no more expensive maintenance costs. Since they rely on your existing internet connection and require minimal setup. 

Especially compared to more traditional systems.    

Scalability and Flexibility   

Adding or removing users with VoIP is a breeze because it doesn't need complex installations or rewiring. All it takes is a call to your Cloud9 rep. Now you can adapt to match changing demands within hours, rather than days or weeks. Since VoIP platforms are accessible online, you can support remote and hybrid teams without issue. They can log into the system or use the app to connect with customers and coworkers.  

Enhanced Features   

VoIP systems have a wide range of features that improve your business communication. However, instead of listing out all the features Cloud9 offers, here is our list of "essentials" that have a significant impact:  

• Call Routing distributes incoming calls to agents based on set criteria. It reduces wait times, transfer rates, and improves first-call resolution.   

• Interactive Voice Response (IVR) uses voice prompts and customer input to direct calls,     shortening the time spent on hold.   

• Call Recording monitors and records agent-caller interactions, storing them securely in the cloud. They can be reviewed quickly and easily, giving valuable insights into agent performance.  

• Visual Voicemail transcribes voicemails to text and sometimes sends them to your email, allowing you to prioritize callbacks well.  

• Call Forwarding sends incoming calls to different numbers in the order you choose. Now you can easily forward a client to a remote agent's cell phone without putting the caller on hold. Cloud9's system lets you forward to multiple devices or agents if needed.  

VoIP can also integrate easily with essential business tools like your CRM (Customer Relationship Management) systems and task management apps. It speeds up workflows and helps employees be more productive.  

Geographic Independence   

All VoIP phone numbers are virtual. You don't have to install a physical phone line to use them! You can establish a global presence without planting physical offices in multiple locations. Now you can reach more customers, hire international employees, and provide better service without breaking the bank.  

So, what is VoIP? It's a way to make your day-to-day communications work for you, not against you. Let's be honest, traditional phone systems just can't keep up.   

Security and Privacy   

Over the years, we've gotten a lot of questions about VoIP, and one of the most common has to do with security. Some of the most common concerns include:  

• Eavesdropping, where unauthorized parties intercept calls.  

• Identity spoofing, where attackers manipulate caller ID information.  

• Call tampering, where the content of conversations is altered in some way, and  

• Denial-of-Service (DoS) attacks, where spammers flood your system with excessive traffic  

We've done something about their concerns, because what is VoIP without top-notch encryption protocols? Here are just a few you can expect from a Cloud9 solution:  

• Secure Real-Time Transport Protocol (SRTP) encodes your voice so only the person you're sending it to can understand it. If someone tries to listen in, they'll only hear gibberish.  

• Transport Layer Security (TLS) and Secure Sockets Layer (SSL). When devices communicate over the internet, they have to prove their identity to each other. TLS and SSL are like super secure digital IDs. They ensure that the device you're talking to is who they claim to be.  

• Two-factor authentication (2FA). With us, you need not just one but two ways to prove that you're you. It can be something you know (like a password) and something you receive (like a code sent to your phone). It makes it harder for unauthorized people to access and use your VoIP account.  

We also update our security protocols regularly and maintain compliance with all relevant data protection regulations because we believe in going the extra mile for our customers.  

Types of VoIP Services   

While there are many flavors of VoIP, two stand out: hosted VoIP and on-premises VoIP.  

Hosted (or cloud-based) VoIP means your phone system runs on your provider's servers. They're responsible for ensuring your calls connect and your communications run well. Many small to medium sized businesses choose this type because:  

• It doesn't require expensive hardware.  

• Users can be added or removed with a thirty-second phone call.  

• The service providers handle all their maintenance and updates.  

On the other hand, on-premises VoIP systems involve hosting your VoIP system on your own servers. It gives you more control over how the system is configured from a feature and security standpoint, but it also:  

• Needs a more extensive upfront investment (in servers, etc.).  

• It requires you to add users yourself, which can take some time.  

• Places the burden of updates & maintenance squarely on your IT team.  

• You can limit your options when it comes to remote work.  

This is why only the biggest companies with the most specialized requirements choose an on-premises system, but at Cloud9, we believe businesses of any size should be able to benefit from VoIP. Our solutions are always easy to use, built to meet your specs, and priced with utmost transparency.  

Transitioning to VoIP  

We've talked about your options – now let's talk about how to implement VoIP. When you work with Cloud9, you can transition in three simple steps: 

Step 1: Figure Out What Your Needs & Goals Are  

Why are you removing the old phone system, and what do you want from VoIP? Is it cost savings? Better features? Flexibility? Once you answer these questions, you will know what to look for in your new solution.   

Next, take stock of your current bandwidth because you'll need a strong and stable internet connection for VoIP to work well. Finally, talk to your team and make a feature "wish list." After all, you don't want to purchase add-ons they don't – and won't –use.  

Step 2: Plan Your Migration Process  

You can't just yank out the old phones overnight, which is why our technicians at Cloud9 help you work out a migration timeline. You decide how many phones to transition, how quickly the transition should go, and the end date.   

After the plan's set, we can help you decide on the phone types you'll need. Are you looking for desk phones, softphones on computers, mobile apps, or a phone system that can do it all? This will let you know what kind of hardware you’ll get– if any.  

Finally, get your IT team in the loop. They'll need to do a little work on your network to ensure your new VoIP system runs smoothly. When you go with Cloud9, you’re choosing a company that puts customer service at the forefront, meaning you'll also gain access to our network techs, who can give you expert advice whenever you need it.  

Step 3: Train & Support Your Employees  

Don't assume employees will "get" the new system right away. Cloud9 works with you to set up training sessions to show them how to use the new system. We've got an all-human help desk that operates 24/7/365 because we understand technical glitches aren’t always polite and don’t just occur between 9-5 Monday through Friday, which is why your team needs someone to talk to when things go south any time of day or night.  

We'd also recommend keeping a feedback channel open. If something isn't working, your team should feel comfortable telling you, and you should feel comfortable telling us!  

So, is VoIP a Good Fit for My Business?  

Before we answer, let's summarize everything we've covered about VoIP in today's post.  

• What is VoIP? It is a protocol that lets calls travel over an internet connection, replacing traditional phone lines.  

• VoIP digitizes voice signals, divides them into packets, and sends those packets over the internet, ensuring precise and timely communication.  

• VoIP offers significant advantages over traditional phone systems that can significantly benefit your business:  

• Cost Savings: VoIP reduces long-distance charges and maintenance costs, providing cost-effective communication solutions.  

• Scalability and Flexibility: VoIP adapts quickly to changing business needs, allowing effortless addition or removal of users.  

• Enhanced Features: VoIP systems come with a large library of features that make communicating more efficient.  

• Geographic Independence: Virtual phone numbers enable global reach without needing physical offices, while location flexibility enhances customer service.  

Considering these advantages, yes. VoIP is an excellent solution for businesses. Whether you're a startup, a small enterprise, or a Fortune 500 company, VoIP can help keep your communication relevant for years to come. After all, it stays up to date for you, allowing you to adjust to new communication trends in days, not years.  

That's well worth a month-to-month investment, wouldn’t you say? 

Ready to Get Started with VoIP? We're Ready to Help!  

Cloud9VoIP is here to help you with your transition into the VoIP world. Our team can guide you in the best direction for your business no matter your size and no matter your industry. Give us a call today so we can get you started on your VoIP journey.