In addition to providing service for inbound SMS inquiries, toll-free SMS is particularly advantageous for supporting robust dialogues started by outbound notifications. A static, “do not reply” outbound SMS makes it difficult for the customer to respond, especially when it’s sent from a short code that can’t be called back.
Sending an outbound SMS notification from a customer service toll-free number streamlines the response process for customers. Their reply via SMS can be handled by self-service or a live agent. And if they prefer to respond via voice, they can easily call back the number from which the notification was delivered and be routed properly through the contact centre.