The Short Messaging System, or SMS, is the protocol that supports text messaging. This form of communication has become one of the most successful and popular methods of keeping in touch. It is estimated that over 82% of Americans now hold mobile devices capable of receiving SMS-based messages. This amazing penetration of the market, coupled with the tendency of mobile devices to always be on and always available, has opened a brand new route for businesses to contact their customer base. Many applications of this technology benefit from the ability to not only broadcast messages, but to receive messages back from the end user.

Companies known as SMS aggregators act as middle men between the mobile carriers, controlling text messaging and entities desiring access to customers through this effective route. Aggregators have access to SMS gateways which enable the delivery of text messages into their appropriate mobile networks. These aggregators offer their services commercially with options such as short codes, bulk SMS delivery, email to SMS transposition, and two-way SMS.

Two-way SMS is a highly beneficial service that businesses can utilise to both inform their user base about a product or service and receive confirmation or other information in return. For instance, a large medical provider uses text messaging to stay in contact with their patients by sending reminders for appointments, notifications that a check-up is due, and other such information. Normally these patients would have to call in to schedule or reschedule. With a two-way SMS service in place, the patient can simply reply to the notification, which would be routed back to the medical provider for processing.

Consolidating routes for incoming and outgoing traffic allows for a more efficient work flow. The same system that is in place for updating the patient can be utilised to handle the feedback. Otherwise, implementing an SMS-based notification system will drastically increase phone traffic and can pose logistical problems on secretarial staff. Processing a short text-based message is much more convenient than answering the same traffic by phone.

Two-way SMS for businesses can be an invaluable tool to leverage in modernising business operations. As digital data, it can be routed more quickly by automated means and manipulated by database software. Giving the end recipient of an existing alerts or notification system a method of response opens the door for expanding the mobile connectivity of any company.