On: Twilio stock plummets as major client Uber distanc...

[jaxn]

The reason companies move away from SMS is because they are using it wrong. SMS is for two-way communication and not notifications.

I have a small company that is having great success with a niche product that uses SMS as a two-way customer communication platform. SMS is perfect for customer service (universal, no app to install), but it hasn't caught on yet.

SMS notifications are like noreply@ email addresses.

[sidlls → jaxn]

Perhaps I'm not a typical person but I strongly prefer SMS for my one-way notifications from service providers for appointments I've set up. I don't want to have to answer a call to hear a recorded voice tell me about the appointment or, worse, actually respond to a real human. E-mail is okay but I don't check it often. For me SMS message notifications fit just right.

[jaxn → sidlls]

Yeah, but what if you want to respond to the text? There should be a human on the other side.

[sidlls → jaxn]

Why would I want to, other than to send "C" or "N" or whatever the prompt is to confirm/reject the appointment in cases where that applies?

In cases where no response is prompted and I need to cancel, then I'll call (or email if that's available).

[jaxn → sidlls]

Most people don't like making phone calls, but you should be able to dial the number you just received the text from.

[Animats → jaxn]

Yes. There are even companies which provide only outbound SMS. Their customers are usually spammers, broadly defined.

[Kiro → jaxn]

You're just speculating.

[bartread → Kiro]

I tend to agree with you. Examples:

- My local garage sent me an SMS notification when my car's MOT was due. The notification included the number to call to book it in.

- My bank sends me SMS notifications if my current account goes overdrawn, giving me time to log in to their app or online to transfer funds before I incur any charges.

- A couple of the local taxi services send SMS notifications when my taxi is arriving (this isn't Uber - it's made it to Cambridge but they have very few vehicles so it's hopeless).

These are all perfectly valid uses of SMS for one way communication/notification, or communication where the response isn't another SMS.

[jaxn → Kiro]

I'm really not. I see the impact 2-way texting is having on hundreds of retail stores everyday. It is a paradigm shift that seems obvious once you experience it.