Live in Australia: Aircall's MMS Features

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Australians send 85 million text messages a day. So, great news - Aircall’s MMS feature is now live in Australia. Get ready for shorter sales cycles, simpler conversations, and happier customers Down Under.

Many of us are familiar with the saying “it’s not what you say, it’s how you say it that matters.” While things are maybe not that black-and-white, there is some truth in it when it comes to your chosen communication type. For example, Australia has SMS open rates of 94%, compared to email open rates of around 34%. 

And in terms of read rates, SMS hits the 78% mark, while email hovers around around 21-22%. What’s even more interesting though is that MMS—which allows you to send rich content (images, videos etc.) straight to a customer’s phone—outperforms both, enjoying a 300% higher engagement rate than SMS.

The great thing about having multi-channel communications capabilities is that you can adapt to the situation and the particular interaction. For instance, Zendesk’s CX Trends 2024 report shows that 16% of customers will pick up the phone for general issues, and 29% for complex or nuanced problems. Customer interactions aren’t a one-size-fits-all, and conversations regularly switch between phone and text. The complication is that, with multiple channels, customer conversations can easily get lost.

Which is why we’re excited to bring Aircall’s MMS features to our mobile and desktop apps for Australian customers. So there’s less of a need to switch between tools, and customer and prospect conversations will be easier and more seamless than ever.

Aircall’s MMS offering

Whichever end of the conversation you’re on, MMS makes it easier to add context and provide more detailed information. Customers can literally show your reps what an issue is. Reps can show and demonstrate to customers the actual product they’re buying. Issues get resolved faster and deals get closed quicker. For any customer-facing teams who are looking to out-do their competitors, it’s worth adding MMS to your toolbox.

According to our report, the Voice of SMBs, 68% of small and medium-sized businesses need to be able to quickly and easily personalise their customer interactions if they’re to hit their targets. By cutting out the need for back and forth—a test of your reps’ patience, as well as your customers’—MMS can be the difference between hitting those customer satisfaction targets and not.

3 Key Benefits of MMS 

Fast, efficient communication

Two-thirds of customers say speed is as important as price. And Aircall’s own research shows that 46% of customer support professionals and 52% of sales professionals predict that speedy resolutions will become more important in the future. 

MMS can help ramp up the customer experience—giving customer-facing teams the means to send and receive messages on the move without losing any momentum in the process. MMS helps you take up less of your customers’ time while making every message count. It really goes for ‘Quality over quantity’ when it comes to customer interactions.

Consolidated conversations in one app

Constantly switching between apps, tabs, calls and messages is a time-consuming, confusing, and risky communication method, particularly in busy sales or customer support environments. Reps and customers end up repeating themselves, data gets missed, and conversations become more stressful. This is why Aircall added MMS into its existing app, reducing the need for users to add yet another tool to their tech stack.

And it’s as convenient for your teams as it is for your customers. They can follow up a call with an eye-catching message or respond to a voicemail with the very asset the customer was calling for with only a few in-app swipes. 

Better personalisation

The third piece of the puzzle is personalisation. It’s a cliché to say that ‘people buy from people’, but it’s true that the personal touch is a tried-and-tested element to any salesperson’s toolbox. Customers and prospects 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. And your reps can put a bit more of themselves into these messages, too. 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 

Overall, Aircall’s MMS feature marks a step forward in customer communication, especially for businesses that want to connect on a real, human level with their customers, and thrive together. With the ability to send multimedia content, Aircall is helping businesses to connect in more memorable and actionable ways. It’s just another way we’re helping customer-facing teams to forge better relationships and close more deals. 

Australian businesses: go ahead and show your contacts you care. With MMS, we’re certain they’ll get the message.

If you’re an Aircall customer and want to know more about Aircall’s MMS feature then schedule a call with our team today.

Published on November 11, 2024.