Mobile Messaging Plays Critical Role in COVID-19 Pandemic

Our lives have changed drastically in the past several months.

The COVID-19 pandemic has caused an extreme shift in business and has tested the nature of continuity plans and practices. However, it has also spotlighted the importance of mobile communications during times of crisis. It is further validated that mobile devices become a critical connection to the outside world. And we’ve seen an influx of communications through mobile – especially between businesses, their customers and employees.

In this post, we’ll walk through three key takeaways for mobile messaging that we’ve observed on our Syniverse Mobile Messaging platform and from talking to our mobile operator and enterprise customers.

  • Personalized communications become paramount during a crisis.  One factor remains constant: every brand is looking to ensure an open line of communication with their customers and employees. Whether it’s communicating business continuity plans or ensuring employees are safe as they work remotely around the world; all companies collectively are turning to mobile for communicating timely notifications with their key stakeholders.

  • Business-to-employee and business-to-customer messages have increased. As lockdowns and shelter-in-place orders are implemented around the globe, brands have turned to mobile for real-time communications. Due to the influx of transactional and informational alerts, volumes year-over-year have grown. In fact, there is nearly a 20% increase in mobile messaging volumes compared to last year. This is a testament to the true power of mobile messaging and shows that in times of crisis, it is one of the best options due to its ubiquity and reach globally.

  • Mobile operators are critical during the COVID-19 pandemic. Syniverse is in constant contact with our mobile operator customers to help with mobile communications for both application-to-person (A2P) and person-to-person (P2P) messaging. The main goal is prioritizing emergency alerts and notifications related to COVID-19, ensuring relief efforts and public warning systems services remain prioritized and uninterrupted across the globe.

To give you a closer look at what’s happening across industries with mobile messaging, we ran a report of our traffic from February to March 2020, which is depicted in the chart below. There is no doubt that COVID-19 has resulted in a fluctuation in application-to-person (A2P) messaging traffic that we’re seeing across the board.

Most notably, we have seen a large spike in government and local agencies’ emergency notifications, an increase in mobile promotion and delivery alerts in grocery, and an increase in one-time passwords and customer service alerts from social media companies. These industries have ramped up their outbound communications rapidly from February to March 2020 as a result of the pandemic’s continued widespread activity.

I encourage you to leverage mobile messaging programs for your business. We’re here to help you. Contact us.



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