Businesses have transformed into USSD services by easily integrating them into their customer support and engagement structure.
Businesses can use multiple USSD codes daily for their own advantageous needs. Depending on the country they are in, they must verify and ensure that the codes you enter, whether for business registration or inquiries, are accurate.
Understanding USSD
USSD, or “Unstructured Supplementary Service Data,” is a communication tool that allows your company to display text on a customer’s phone.
Text messaging is a widely used mobile communication technique that enables the sending of text messages between a phone and a network application.
Customers most frequently use USSD for mobile marketing competitions, checking data balance, and inquiring about available mobile airtime.
Although there are many similarities between USSD and SMS, the two are significantly different. While USSD is interactive and cannot be stored, SMS is not interactive and can be stored on a phone. Simply put, an SMS is a communication, whereas a USSD is a transaction.
As predicted in the GSMA’s 2021 Mobile Economy report, nearly half a billion new users will join by 2025, and almost two-thirds will come from the Asia Pacific and Sub-Saharan Africa.
Smartphone penetration in the Sub-Saharan region is expected to increase from 48% in 2020 to 64% by 2025, driven by the rise in mobile use and penetration, which has the potential to impact the market.
This is mainly because this technology is so simple. The majority of mobile phones support USSD without requiring specialized processing hardware, which is necessary for smartphone platforms like Android and iOS.
Additionally, USSD does not require an internet connection to function. In this sense, USSD promotes inclusivity and communication, particularly in developing African nations like Nigeria, Ethiopia, Ghana, and Tanzania, where USSD applications have revolutionized the financial industry and financial services through USSD banking.
In what ways does USSD benefit businesses?
Businesses have greatly benefited from USSD codes. Businesses can incorporate technology into their systems to communicate with their customers, but this is only possible if customers choose and enter the correct code according to their preferences.
Regardless of time differences, businesses worldwide use USSD for their consumers, whether they are remote or in non-networked areas.
By providing their clients with an easy-to-use short code, they can communicate with them. Numerous services, like interactive menus, payment confirmation for customer service, and more, are available to your customers.
Thanks to USSD, customers can receive help, notifications, and other services they might require.
- It does not need data or an internet connection to function.
- It lowers operating expenses when used by clients as a self-service tool.
- It provides customers with the option to serve themselves, leading to increased customer satisfaction.
- It is compatible with nearly all smartphones.
- It operates worldwide.
- It has an interactive menu that is easy to use.
- It is incredibly economical.
- It is up to seven times faster than SMS.
It is compatible with nearly every type of mobile phone, including high-end and low-end smartphones. It is economical for businesses and accessible for clients.
Advantages of USSD services for businesses
Businesses may need to include USSD services in their operations for several reasons. It provides organizations with a dependable and effective platform for communication and customized services for their customers. Let’s examine the following reasons why it helps businesses:
Cost-effectiveness
USSD services are ideal for business owners seeking the most cost-effective and practical way to connect with customers. No costly software or hardware purchases are required to start using this application.
Instant delivery service
The USSD application has enabled businesses and customers to communicate instantly. This has enabled businesses to quickly provide customers with critical information, feedback, and payments, among many other services.
Easy to use
The USSD services are simple to use and comprehend because the code is concise, and customers do not have to spend a lot of time inputting numbers to access the application services.
High reach
Regardless of location, USSD is an excellent tool for businesses to connect with customers. This is due to the application’s ability to function in places with minimal to no internet connectivity or technological support.
Interactive user interface
Customers can engage with the application through interactive sessions by following the steps on the USSD application. Customers will benefit from knowing their options, enabling them to make wise choices.
Increased engagements
The USSD offers a convenient opportunity for prompt customer interaction and engagement. This will boost your business’s loyalty and make them more conscious of the brand they are working with.
Things to consider when creating the USSD application
When designing a USSD application, much study and certainty in your work are necessary. Here are a few of the things you should think about to have a clearer idea of what you want it for:
Simple
To best serve your clients, create a USSD application that is as user-friendly as possible. Your clients should be presented with simple menu alternatives that are easy to understand.
Security
Security is one of the most crucial factors that should always be taken into consideration. Ensure that your customer’s data is safe from malicious actions and that your USSD application is secure.
Usability
The USSD application you create should be easy to use. Make sure it can provide solutions based on your customers’ demands, is easy for them to use, and is compatible with.
Performance
Make sure the USSD application is optimized for optimal speed. This will enhance the user experience for your clients as they utilize it for their daily tasks. It should be designed to be rapid and dependable.
How can you use USSD to serve your customers?
- Mobile financial services, such as mobile banking, are inexpensive and compatible with all mobile devices.
- Menus and requests: Customers can request account balance inquiries, purchase data, or airtime.
- Updating Customer Data: To obtain updated data, link your USSD with your CRM or ERP program.
- Send out questionnaires or surveys to get accurate and economical customer feedback.
- Utilize USSD for marketing purposes, including contests and the distribution of coupons and vouchers.
- Order monitoring and confirmation for transactions made online.
Methods to improve customer engagement using USSD
What procedures must a business follow to maximize USSD services in its system and enhance client satisfaction? Let’s discuss below;
Make use of brief, clear menus
Every company should optimize USSD services within its system to create concise, user-friendly menus for customers. This will ensure that they don’t feel overwhelmed and can easily navigate the application.
Use visual components
Visuals say more than words. Use elements, including icons, that can help customers rapidly identify the selections they need to make.
Give some context
Provide your customers with context so they can understand what is expected of them. Provide them with usage instructions for your service. For example, you can provide instructions on how to use your USSD services for transactions, payments, and other procedures.
Make use of pre-filled choices
Consider automating some of the services your customers must input to speed up their procedures. This will make it easier for people to use your code and reduce the steps they need to take to receive service.
Use speed optimizations
Make sure your code sessions have a faster operating speed. This will reduce the amount of time clients must wait to use your services, preventing them from giving up on your services. Ensure that your network has enough capacity to manage traffic and function properly.
Make use of analytics
Analyze your data on how your clients utilize your USSD services. The collected analytics can help you enhance customer engagement and raise their level of satisfaction.
Include several languages
If customers are not proficient in a particular language, provide them with a selection of languages to choose from. This will simplify their procedure by helping them act appropriately.
Make use of feedback
Utilize the feedback left by users of your USSD services to determine what functions well and what does not. This will enable you to enhance your offerings and provide them with an even better application, resulting in an improved user experience.
Conclusion
USSD technology provides businesses with a reliable and affordable way to enhance customer engagement. Its ease of use, accessibility to a large audience, and real-time capabilities make it an effective tool for providing customers with smooth interactions and services, regardless of location or device.
The potential of USSD to transform consumer communication and service delivery is growing in importance as mobile adoption rises. Businesses can leverage these capabilities to enhance customer satisfaction and operational efficiency, leading to growth and stronger customer connections.
