Not every customer has a smartphone, a data bundle or space for another app. However, almost every customer has a phone that can dial a short code.
That’s why USSD is one of the most reliable ways for businesses in Kenya to reach customers. At MSpace Solutions, we’ve launched a free USSD Sandbox so you can build and test your USSD menus before you go live, at no cost and with no commitment.
For many businesses, the challenge isn’t building a great service. Instead, it’s making that service easy to reach. If a customer has to download an app, buy a data bundle or create an account, they may simply give up. On the other hand, a customer who only has to dial a short code and pick a number from a menu is far more likely to finish what they started.
What Is USSD?
USSD (Unstructured Supplementary Service Data) is the technology behind the short codes customers dial on their phones, like *702#. Dial one and an interactive menu appears instantly, for example:
Welcome to YourBrand
- Check balance
- Pay with M-Pesa
- Give feedback
- Talk to support
Behind that simple menu, your business decides what happens at each step. For example, choosing 2 might start an M-Pesa payment, while 3 might open a short feedback form. Option 4 could connect the customer to your support team. Meanwhile, the customer never sees the technology. They just see a clear set of choices and get what they need in a few taps.
Why Businesses Choose USSD
- It works on every phone. Smartphones and basic phones are both supported.
- No data or app is needed. Customers don’t need a bundle or a download.
- Menus are real-time and interactive. Customers get instant responses.
- USSD fits everyday business needs. Payments, registrations, surveys and customer service all work well.
Where USSD Fits in Your Business
USSD is flexible enough to support many kinds of organisations and many kinds of customer journeys. Some common uses include:
- Payments and collections: Let customers pay bills, fees or subscriptions through M-Pesa.
- Registrations and sign-ups: Capture customer or member details quickly, without a paper form or a website.
- Surveys and polls: Gather opinions in minutes by asking short questions on the customer’s own phone.
- Account enquiries: Let customers check balances or statuses on their own, at any hour.
- Customer support: Route customers to the right team, or share quick answers to common questions.
Better Together: USSD and Bulk SMS
USSD is strong on its own. However, when you pair it with Bulk SMS, every customer interaction becomes a conversation.
- Invite: Start by sending a Bulk SMS telling customers to dial your USSD code.
- Interact: Next, customers register, pay, vote or get help through your USSD menu.
- Follow up: Finally, send confirmations, receipts and reminders by SMS, automatically.
What this makes possible
- Payment confirmations: Send an SMS confirmation after a customer pays via M-Pesa on USSD.
- Gentle reminders: Nudge customers who start a USSD session but don’t finish it.
- New service announcements: Announce by SMS, and let customers act straight away on USSD.
- Feedback with a thank-you: Collect feedback on USSD, then message customers to say thanks.
As a result, the customer journey is smoother. Instead of leaving people to guess what happens next, you guide them from the first message to the final confirmation. Customers feel looked after, and your team spends less time answering the same questions.
Test Before You Launch With the Free USSD Sandbox
Launching a new service can feel risky when you can’t see how customers will experience it. That’s why our sandbox takes that risk away. With it, you can:
- Build and test your USSD menus before going live
- See exactly how your customers will experience your service
- Refine your flows until they’re clear and simple
- Launch with confidence
Best of all, it’s 100% free, with no commitment and no cost.
How to Get Started With the Sandbox
- Plan your menu. First, decide what customers should be able to do, such as paying, registering or giving feedback.
- Build it in the sandbox. Next, set up your menu options and the steps behind each one.
- Test the experience. Then walk through the menu as a customer would, and spot anything confusing.
- Refine and repeat. After that, adjust the wording, order and options until the journey feels effortless.
- Go live. Finally, when you’re happy with it, launch your service and pair it with Bulk SMS.
Because the sandbox is free, you can test as many ideas as you like. In addition, short, clear menus are easier for customers to follow, so it’s a good place to experiment with simple wording before anyone sees it.
Ready to Try It?
Whether you’re planning a payment flow, a registration process or a customer survey, the sandbox is the easiest place to start. So why wait? Try it today.
Try the Free USSD Sandbox → https://ussdportal.mspace.co.ke/
