po polsku
illustration: DALL-ECompanies implementing SMS and MMS message automation gain one of the most effective tools for direct customer contact. As noted by authors of the analysis from the mProfi platform, SMS messages have very high open rates and prompt responses. They work well for informing customers about promotions, updates, order status, or offer changes.
With automation, companies can:
- segment their audience and personalize content,
- plan campaigns in advance,
- integrate messages with the CRM database,
- analyze campaign performance almost in real time.
Compared to emails, SMS messages are faster and more effective. They help maintain contact with the customer at exactly the right moment – without needing to check a mailbox. This tool is especially valuable in industries like retail, food service, logistics, or local services.
It’s important that content is not random. As emphasized in the mProfi guide, messages must fit the context, the customer’s situation, and their past interactions with the company. Only then do they bring measurable results.
Customer feedback? Best right after purchase
Another key aspect of effective mobile communication is the ability to instantly collect customer feedback. The mProfi analysis highlights that SMS messages and mobile apps allow companies to run surveys and satisfaction checks right after a purchase or service.
This approach has several benefits:
- enables quick problem identification,
- helps better understand customer expectations,
- boosts audience engagement,
- provides data for business decision-making.
Collecting “hot” feedback significantly improves customer service quality. A company`s response to dissatisfaction can happen almost immediately – thanks to automatic routing of reports to the right department. For example, restaurant chains send short surveys to customers after a visit, asking about service quality and food taste. This lets managers know what’s happening on the floor, even if they’re not behind the bar.
As the authors note, more and more companies are adopting ready-made solutions for handling such surveys, which greatly simplifies the process and allows real-time performance tracking.
Systems must work together
One often overlooked but crucial challenge is integrating mobile communication with other business systems. CRM, e-commerce, ERP – all of these tools should work with platforms for messages, surveys, or notifications. Only full integration allows:
| Process | Benefit for the company |
|---|---|
| Automated SMS campaigns | Time savings and message accuracy |
| Customer data from CRM | Personalization and better content matching |
| ERP integration | Notifications on availability and order status |
| Synchronization with e-commerce | Fast updates on promotions or discounts |
Without integration, companies risk data duplication, information chaos, and low marketing effectiveness. A unified platform allows analysis of the entire customer journey – from first contact, through purchase, to satisfaction review.
Experts from mProfi emphasize that data gathered at different customer touchpoints is what enables good decisions. But without integration, this data stays scattered and hard to use.
Law, privacy, and personalization
Are there risks in mobile communication? Yes. Especially in terms of personal data protection and compliance with regulations like GDPR. For a company, this means full transparency – the customer must know who, when, and why is sending them a message.
The main challenges outlined in the mProfi guide include:
- ensuring legal compliance,
- creating clear, audience-appropriate messages,
- making consent management easy,
- securing data against breaches.
Content personalization for different audience groups is also important. It’s not just about using someone’s name. It’s mainly about relevance – tailoring offers to the customer’s age, lifestyle, purchase history, or location. Investing in data analysis and dynamic audience segmentation leads to noticeable increases in engagement and campaign success.
COMMERCIAL BREAK
New articles in section Marketing and PR
How and why online stores lie. TrustMate report
Marek Jaworowski
Experts from the TrustMate.io platform analyzed the most common procedural errors and inaccuracies that lead Polish online stores to wrongly deny buyers their rights. They also prepared an appeal path for consumers who heard a refusal from customer service.
Online shopping in Poland. Report by the Chamber of Digital Economy
Patrycja Sołtysik, Izba Gospodarki Elektronicznej
For the fourth consecutive year, 100% of internet users declare making a digital purchase at least once, and 93% have shopped online in the last six months. 97% of purchases in Poland involve an internet-connected device at some stage - most commonly a smartphone.
Coffee for moms. This is how they recharge parents' batteries at the Wrocław children's hospital
Reporterzy support
24 hours, 7 days a week, for 3 months. Non-stop. That is the average time a mother spends in an oncology hospital, caring for her child during treatment. A new project has launched at the Przylądek Nadziei (Cape of Hope) children's oncology clinic in Wrocław. In a simple way, it helps parents reduce stress, calm their emotions, and boosts their energy for caregiving. And that directly translates into the effectiveness of the children's treatment.
See articles on a similar topic:
Foreign online stores face distrust in Poland. See TrustMate Report
KFi
Poland’s e-commerce market is booming, yet foreign online stores still struggle to earn consumer trust. Why do Polish shoppers prefer local sellers? A new report uncovers the roots of this distrust and reveals what international brands must do to bridge the gap.
Outdoor advertising in Poland. OOH market by the numbers
KFi
In 2024, the outdoor advertising market in Poland reached a record PLN 806 million, with its digital segment growing by 32%. Notably, growth was faster outside the largest cities. Advertising on buses and trams also proved more effective than many online campaigns.
SEO and AI in Polish e-commerce 2025. Harbingers analysts’ report
Krzysztof Fiedorek
Although 44.56% of e-commerce traffic comes from organic results, over half of online stores are not seeing growth. The biggest surprise? A staggering 9.5 million monthly visits lost due to dead content. On top of that, 38% of companies still don’t appear in AI-generated answers - a new and growing source of visibility.
More AI bots in customer service. However, Poles want people
Andrzej Sowula
Over three quarters of Poles (75.9%) have already had contact with a bot in a customer service department and nearly one in four is satisfied with this service. This means an increase of 7.7% over the past two years. At the same time, only 8.1% of Poles fully trust the bots serving them.
