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Best Practices for Texting Your Customers

Category: The Growth Lab / 3 minutes to read
Author: Stephanie Heitman
Published: October 29th

Best Practices for Texting Your Customers

Category: The Growth Lab / 3 minutes to read
Author: Stephanie Heitman
Published: October 29th

Today’s consumers are often on the go and are all about finding quick, easy ways to interact with their favorite businesses. In recent years, businesses have addressed this and achieved some pretty impressive results with SMS communications. 

Texting with customers allows businesses to connect with users all along the customer journey. Texting can help drive sales, answer customer service questions, or get the attention of consumers at the right moment. 

Plus, consumers love the ease of texting. Most people use texting as their primary form of communication these days (and we’ve all seen those articles about how Millennials fear making phone calls!), so sending a quick text is a great, unobtrusive way to connect with people. 

Being able to text with consumers is a win-win for your team and your fans. But how do you get the most out of this technology? Read on to learn more. 

Find a System That Works For You 

As marketers have seen success with SMS messaging, we’ve also seen an uptick in the number of service providers who support business texting. When considering which provider to choose, think about the features that are most important to you. Consider looking for a system with the following attributes to get the most out of your investment: 

  • Analytics & Reporting: You want to be able to track your results so that you can make changes as necessary and create even more successful campaigns in the future. 
  • Automation: Systems that allow you to automatically send certain messages or schedule messages for future dates enable you to manage the time you’re spending on SMS marketing. 
  • Customization: Personalization is incredibly important to consumers. Look for a system that allows you to send messages that are tailored to each customer and include things like their name in the messaging. 
  • List Management: You’ll want a system that allows you to import contacts from your existing CRM database, remove people who’d prefer not to receive texts, and maintain consistency across your databases. 

Once you’ve narrowed it down to a few providers, hop on a call with someone from their sales team to learn about their offerings. Get a sense for their company culture and how invested they are in providing great customer service. Discovering that a provider has a mission and tone that aligns with your business’s needs can help you make your final decision. 

Don’t Go It Alone 

Even the best of SMS systems can’t run completely on their own. You’ll still need to manage contact lists, schedule messages, and respond to more complex back-and-forths with customers as they come in. 

If you don’t have a separate customer service team within your business, recruit others to help you manage the workload. Tapping people on your marketing team or who are in an assistant role can be a great way to spread the texting work evenly, so it doesn’t take over too much of your day. If you do have multiple people managing the texting, however, establish a clear set of internal systems and processes so that you’re not duplicating efforts and nothing falls through the cracks. 

Turn to Automation for Help 

While having the help of colleagues to manage the workload is helpful, it’s also smart to take advantage of the automation inherent in your texting system. Let’s say you want to use texting to confirm customers’ attendance at an upcoming event you’re hosting. You can automate the process of sending those RSVP texts, setting them to send at a specific time and then setting an automated response to go to customers, which will vary based on whether they respond “yes” or “no” to the initial RSVP. 

This is just one example of the many ways you can put SMS automation to work for you. You’ll continue to reap the benefits of using this marketing channel while also maintaining a sensible work/life balance for yourself and your team. 

Texting is a great way to reach your customers. With so many people attached to their mobile phones, texting allows you to reach them instantaneously. 

Plus, you don’t interrupt their day with a phone call or risk getting lost in their crowded email inbox. Your text message stands out but isn’t a nuisance. 

As consumers evolve, it's important for businesses to evolve with them and connect with them in ways that matter most. By implementing texting, you can reach consumers you may not have before. 

Did you know that our live chat solution mirrors an SMS exchange? Learn more here.

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