Bulk message

Bulk messaging is sending an SMS (text message) to a large audience. After creating the message, the text is sent to a bulk SMS sender, who then delivers it to a specified group of users who have opted in for SMS messaging. Typically, bulk messaging is used in the context of marketing, but it also has several other applications specific to CX.

Let’s say that a live agent speaks with a user and needs to run a program or submit a request that will take a few hours. Rather than calling the user back, an SMS message can be sent to the user once their inquiry is resolved. Modern-day users and consumers expect an omnichannel customer service experience; bulk messaging capabilities are a cornerstone of the omnichannel concept.