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 have to verify and make sure the codes you enter, whether they are for business registration or inquiries, are accurate.
Understanding USSD
USSD, “Unstructured Supplementary Service Data,” is a communication tool that lets your company show text on a customer’s phone. Text messaging is a widely used mobile communication technique that allows text messages to be sent between a phone and a network application. Customers most frequently use USSD for mobile marketing competitions, data balance inquiries, and checking 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 Asia Pacific and Sub-Saharan Africa. Smartphone penetration in the Sub-Saharan region is anticipated to increase from 48% in 2020 to 64% in 2025 because of the rise in mobile use and penetration, it has a chance to influence the market.
This is mainly because this technology is so simple. The majority of mobile phones support USSD without using processing hardware, which is necessary for smartphone platforms like Android and iOS, and it 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 everywhere use USSD for their consumers, whether remote or in non-networked places.
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 Gives customers the option to serve themselves, resulting in higher 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:
1. Cost-effectiveness
USSD services are perfect for business owners searching for the most affordable and practical approach to connecting with customers. No costly software or hardware purchases are required to start using this application.
2. 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.
3. Easy to use
The USSD services are simple to use and comprehend because the code is brief, and customers do not have to spend much time inputting the numbers to access the application services.
4. High reach
Regardless of location, USSD is an excellent tool for businesses to connect with customers. This is due to the application’s capacity to function in places with minimal to nonexistent internet connectivity or technological assistance.
5. Interactive user interface
Customers can engage with the application through interactive sessions by following the steps on the USSD applications. Customers will benefit from knowing their options, enabling them to make wise choices.
6. Increased engagements
The USSD provides an 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:
1. Simple
In order to best serve your clients, you must create a USSD application that is as easy to use as possible. Your clients should be presented with simple menu alternatives that are easy to understand.
2. Security
Security is one of the most important factors that should always be considered. Ensure that your customer’s data is safe from malicious actions and that your USSD application is secure.
3. Usability
The USSD application you create should be easy to use. Make sure it can provide solutions based on your customer’s demands and is easy for them to use and compatible with.
4. Performance
Make sure the USSD application is optimized for optimal speed. This will improve the user experience for your clients as they use it for daily tasks. It should be designed to be rapid and dependable.
How can you use USSD to serve your customers?
- Mobile financial services like mobile banking are inexpensive and compatible with all mobile devices.
- Menus and requests: Customers can ask for account balance inquiries or buy data or airtime.
- Updating customer data: To obtain updated data, link USSD with your CRM or ERP program.
- Send out questionnaires or surveys to get accurate and economical customer feedback.
- Use USSD for marketing purposes, such as 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 their system and enhance client satisfaction? Let’s discuss below;
1. Make use of brief, clear menus
Every company should optimize USSD services in their system to produce brief, user-friendly menus for customers. This will ensure that they don’t feel overwhelmed and can easily navigate the application.
2. Use visual components
Visuals say more than words. Use elements, including icons, that can help customers rapidly identify the selections they need to make.
3. Give some context
Give your customers context so they may grasp 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.
4. 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.
5. 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. Ensure that your network has enough capacity to manage traffic and function properly.
6. 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 degree of pleasure.
7. Include several languages
If customers are not proficient in a particular language, provide them with a selection of languages to choose from. This will make their procedure simpler by assisting them in acting appropriately.
8. 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 give them an even better application for an enhanced user experience.
Conclusion
USSD technology gives businesses a reliable, affordable way to improve customer engagement. Its ease of use, accessibility to a large audience, and real-time capabilities make it an effective tool for offering customers 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.
