The opportunity
Customers may discover a service online, register on a phone and seek support by message. USSD suits short menus, SMS suits concise alerts and chat can guide richer conversations. Choose a channel for the task and the customer’s device and connectivity.
How to approach it
Keep steps short. Confirm transactions clearly, give reference numbers and explain session expiry. Secure consent for messages and provide a person when automation cannot solve a sensitive request.
What to measure next
Measure completion and drop-off by channel. Test on low-end devices and unstable networks. A shared backend helps teams update journeys without duplicating business rules in every channel.
Further reading: Official source and guidance.