People often ask us, “What is SMS in business?” Everyone knows how texting works with friends and family but business text messaging looks very different when companies start texting customers at scale.
To understand SMS in business, we first need to understand what SMS actually is and how it works.
What Is SMS?
SMS stands for Short Message Service. It is the standard technology used to send and receive text-only messages between mobile devices.
SMS relies on standardized communication protocols that allow messages to be delivered across mobile networks worldwide. Introduced in the early 1990s, SMS revolutionized how we communicate, making it quick and easy to stay connected without needing a voice call.
Key Characteristics of SMS:
- Text-only messages (no images or videos)
- Maximum length of 160 characters
- Works on all mobile phones- no internet required
- Extremely reliable and fast
You may also hear about MMS (Multimedia Messaging Service), which allows images, videos, and audio. However, when businesses talk about SMS, they are typically referring to simple, fast, text-based communication.
Today, the term SMS is commonly used to describe any text message sent to a mobile number- even when it’s sent from software instead of a phone.
Modern businesses now use SMS software platforms especially Salesforce SMS apps like Message Blink to send and receive messages directly from desktops, CRMs, and automated workflows.
A Brief History of SMS
The concept of SMS was born in 1984 when Friedhelm Hillebrand and Bernard Ghillebaert, working on the GSM (Global System for Mobile Communications) standard in Europe, brainstormed a way to send brief messages over mobile networks.
The first SMS message was sent in 1992 by Neil Papworth, a British engineer, who typed “Merry Christmas” from his computer to a colleague’s phone.
Why “short”? Originally, messages were limited to 160 characters due to bandwidth constraints on early mobile networks. This limitation even influenced modern texting habits, like abbreviations (e.g., “LOL” or “BRB”).
How SMS Works?
At its core, SMS operates on cellular networks:
- Sending: When you compose a message on your phone, it’s broken into packets and transmitted via your carrier’s network.
- Routing: The message travels through Short Message Service Centers (SMSCs), which store and forward it to the recipient’s network.
- Delivery: The recipient’s device receives the packets and reassembles them into readable text.
Unlike modern apps like WhatsApp or iMessage, which use internet data, traditional SMS relies on the voice channel of mobile networks, making it reliable even in areas with poor internet.
SMS in the Modern Era
While apps have taken over much of casual messaging, SMS remains crucial for:
- Two-Factor Authentication (2FA): Banks and services send verification codes via SMS for security.
- Business Communication: Companies use SMS for alerts, promotions, and customer support.
- Emergency Services: In many countries, SMS is used for emergency notifications or even texting 911/112.
With the rise of RCS (Rich Communication Services), SMS is evolving to include features like read receipts, high-quality media, and group chats bridging the gap with internet-based messaging.
Fun Facts About SMS
- Over 23 billion SMS messages are sent globally every day!
- The character limit led to the creation of “text speak,” which influenced social media language.
- In some regions, SMS is still the primary way to communicate due to its low cost and wide availability.
How Businesses Use SMS Messaging
With a business SMS platform, companies can manage messaging in both automated and conversational ways.
1. Respond Instantly, 24/7
With automated SMS responses, businesses can reply to customers the moment a message is received even outside business hours.
This means:
- No missed leads
- Faster response times
- Better customer experience
2. Stay Compliant With Messaging Laws
SMS compliance is critical.
Businesses must follow:
- Opt-in and opt-out regulations
- Carrier rules
- Regional messaging laws (like TCPA and 10DLC)
A Salesforce SMS app like Message Blink helps automate compliance so your team doesn’t have to manually manage complex rules or risk penalties.
3. Send SMS Without Using Your Phone
Business SMS is not meant to be sent from personal devices.
With Message Blink, teams can:
- Send and receive SMS directly inside Salesforce
- Run bulk SMS campaigns
- Automate follow-ups and reminders
- Schedule promotions and alerts
- Manage two-way conversations from one inbox
Everything happens inside your CRM securely and at scale.
Conclusion
So, what does SMS stand for? It stands for Short Message Service, but in business, it represents something much bigger: faster communication, higher engagement, and stronger customer relationships.
With the right Salesforce SMS platform, businesses can meet customers where they already are on their phones while staying compliant, efficient, and scalable.
Message Blink makes Salesforce SMS simple, powerful, and ready for modern business communication.