When was
the last time you sat down and wrote a letter to a business? Does that concept
seem a little foreign? How about sending an email to a business? I’d even say
sending emails can seem a little outdated as so many businesses have adopted
business text messaging as part of their communication process. Let’s be real
as it relates to messaging…it’s how we as a population communicate today.
This goes beyond personal correspondence and is true for businesses as well.
Using text messaging as a
business is an instantaneous way to communicate with customers. We know that
emails get lost or filtered out, the phone tag game is exhausting, and
voicemails just aren’t returned with any urgency. Businesses today are using
text messaging because it works. From appointment reminders to resolving
potential issues to real-time back and forth dialogue when it’s convenient for
your clients, there truly isn’t anything more effective than using business
text messaging in the cadence of communication.
We receive
a lot of questions about business text messaging, its effectiveness and how it
works. Here is a brief 90 second video that helps explain these questions…
Business text messaging explained by TextBetter
Text messaging is such a
convenient, immediate and simple channel of communication that everyone is
familiar with. This is exactly why your business should begin using text
messaging as a way to connect with your audience. So, the question is, are you
going to stay in 2005 or will you join the hundreds of other businesses using
TextBetter to effectively communicate with their customers the way they
prefer?
About Us
TextBetter™ is a business texting service that makes it easy to send or receive texts from your landline number. Our cloud-based service seamlessly integrates with your business, without having to install new software or change how you do business. Through our three separate product offerings, we proudly cater to organizations of all sizes: Teams, Business or Enterprise.
Anytime an agency
deals with the public at large, text appears to be the communication medium of
choice. Case workers struggle with giving out their personal cell number and
find transferring of messages from their cell phones to case files time
consuming and difficult. A good Business Text messaging service easily
integrates the two protecting both the agency and the case workers by archiving
all text communications.
We
recommend text enabling the agency worker’s landline telephone numbers. It’s really
that simple! Today, people just aren’t
responding to emails and voicemails like they used to.
The
challenge with this is that your client’s unresponsiveness is likely preventing
you, or significantly impeding you from being able to do your job and doing it
well. How are your clients communicating today? The same way they do with their
friends and family…by text message. The integration of a text messaging
service has become critical for effective and efficient communication today in
the social services field to reach
your clients.
Here are 5 reasons why using a text messaging service is necessary in social services.
1.Everyone has a cell phone
Current
data from the Pew Research Center shows that 96% of Americans own a
cell phone. Of that, 81% of the American population owns a smartphone. A
very small percentage of your client base does not own a cell phone and that
group is rapidly declining.
2.Text is used by everyone
Referencing
the most recent Pew Research Center report on mobile technology, it indicates
that the usage of mobile is not limited to a certain age or gender.
Having a mobile device allows individuals to send and receive text messages as an additional form of communication to voice calls. The newest, best and most expensive smartphone isn’t needed with text messaging. Your clients don’t have to own a smartphone or the install specific apps or programs to function properly. Text messaging universally works on most all mobile devices, regardless of the age of the phone.
3.Text messages are effective
97% of all text messages are read
and responded to within 15 minutes. It’s very likely that you’ll send a text
message to a client about their case and will have a response within a few
minutes, if not seconds. Unlike voicemails or emails that may be missed or
ignored, a text messaging service offers the convenience and familiarity that
people are used to. They are easy to respond to and can be done virtually any
time or anywhere, not disrupting what is being done.
4.Text messages are not filtered
What happens when you receive a phone call from a number you do not know on your cell phone? Chances are, you let it go to voicemail with the understanding that if it’s important enough, they’ll leave a message. The same with your clients. They’ll send you to voicemail and maybe return your call when it’s convenient for them to do so. This is also the same when it comes to email. The priority isn’t there to read/respond to those your clients are unfamiliar with IF your email makes it into their inbox and isn’t filtered out.
A text
message service allows your text to be sent and seen immediately. Texts are
more personal and typically are acknowledged and responded to quickly.
5. Text messages are fast and efficient
The brevity
of a text message being received typically prompts the same in return. The
nature of using text messages to communicate means that there isn’t any need
for pleasantries about the weather or other potential issues. This means that
you’ll be able to handle your cases and clients in a more effective manner,
allowing you to spend time in areas that need further attention. A text
messaging service is both beneficial to you and your clients as they will
appreciate that they are being communicated with in a preferred and efficient
way.
Below are
just a few examples of what can be communicated with clients using a text
messaging service:
Reminders for appointments
Scheduling appointments
Items that may need to be submitted for their case/case reviews
Time sensitive documents that need attention
Items to look out for that were mailed
Pictures can easily be taken and transmitted for archive
A text messaging service is the key to effortless, seamless and efficient communication which is the key to success for both for you and for your clients.
How does a text messaging service
work?
TextBetter
uses your email account to transmit text messages to and from your existing
landline phone number by simply pairing the two together. You’ll send, receive,
and manage text conversations directly from your business email, which can also
include pictures. Pretty simple, right? There is no software to purchase or
change how you do business. Your clients can use the same number they have
always used to reach you by voice or by text.
Because
your email is already backed up and archived, all text messages are
automatically included as well. This permanent record of text messages protect
the agency and the workers.
Have questions regarding the TextBetter text messaging service? We’d love to answer your questions. Call or text us today at 800-322-1112.
About Us
TextBetter™
is a business texting service that makes
it easy to send or receive texts from your landline number. Our cloud-based
service seamlessly integrates with your business, without having to install new
software or change how you do business. Through our three separate product
offerings, we proudly cater to organizations of all sizes: Teams, Business or Enterprise.
Contact
centers today support multiple communication methods including voice, text,
email and social in both inbound and outbound settings. This omnichannel
approach allows contact centers to support all aspects of its client’s
business, if needed. With the rise in omnichannel support comes opportunities
for contact centers to incorporate business text messaging as part of
the products and services offered in their portfolio.
With the
prevalence of business text messaging in a fair number of contact centers
already, it’s not something that should be overlooked any longer. Incorporating
business text messaging allows call center agents to interact with customers
using a method they are familiar with and prefer to use. Texts are fully
visible and transparent to anyone in the contact center as they are sent and
received using the existing email client of the center.
If your contact center hasn’t adopted business text messaging as part of its’ omnichannel strategy, here are the top reasons that outline why you shouldn’t wait any longer.
Customers prefer it
Pew Research reports that 96% of Americans own a cell phone of some kind. Of that, 81% own smartphones. Mobile phones offer many capabilities that customers prefer; text messaging is a quick and easy way for customers to communicate. Text is convenient, flexible and can be done on their time. Using business text messaging allows customers to avoid potentially long hold times they may experience during peak calling hours which overall helps your contact center, too. For outbound contact center programs, it’s necessary to reach out to customers. At times it’s challenging to reach them on the phone and email can be slower to respond to. It makes sense to communicate using the channel they prefer and use the most.
Better customer service
Gone are the days of providing customer support solely by phone lines. Today’s consumers expect you to offer multiple channels of engagement and appreciate having multiple options. In today’s era where social media is front and center, customer experience is critical to a brands image. Offering a convenient option as text messaging, places the customer experience front and center of importance. When you offer business text messaging in your contact center as a means to communicate with your clients, you are offering comfort and convenience.
Many solutions can be offered by text
Contact
centers typically have a single use case that drives a large percentage of
communication activity. For example, resetting passwords, order status,
shipment details, etc). Often times these types of use cases can be handled via
the web/chat or text rather than a traditional phone call.
Text can be accessed virtually anywhere
Texting is portable. Customers can interact with a contact center agent from virtually anywhere, even if there is not an internet connection. In the event the text exchange necessitates a phone call with the customer, the agent and customer are able to seamlessly make the switch without having to start from square one again. Incorporating business text messaging into the contact center does not require a sharp learning curve from an agent perspective, as it is something they do regularly and are familiar with.
Text is responsive
A recent Deloitte analysis reports that Americans are viewing their smartphones more often than ever before, on average 52 times per day. With most texts being read and responded to within a matter of minutes, text provides an opportunity for a two way communication exchange that can be taken care of quickly.
The case for offering business text messaging as part of an omnichannel approach in contact centers just makes sense. It provides efficiencies for agents and the company while providing a better customer experience and offering another way, the preferred way for customers to communicate with your business.
Implementation
is easy
When you
hear that implementation is simple or easy when it comes to a new technology
that is being evaluated, it can be met with a lot of skepticism. We really mean
it though. Our text solutions are easy to implement and simple to use. We
intentionally set out to provide our TextBetter customers
with the best customer experience possible and believe our cloud based business
text messaging solutions absolutely meets that goal.
Agents will not have to learn an entirely new software or need to keep another window open to begin messaging with customers as there are no new platforms to learn or install. With our business text messaging solutions, texts will automatically sync with the desired CRM for the contact centers many clients. This ultimately eliminates the hassle of manually entering or copying and pasting texts.
To learn more about our customized business text messaging solutions and how other contact centers are using text for their customers call or text us at 800-322-1112.
About Us
TextBetter™ is a business texting service that makes it easy to send or receive texts from your landline number. Our cloud-based service effortlessly integrates into your existing business model, without having to install new software or change how you do business. Through our three separate product offerings, we proudly cater to organizations of all sizes: TextBetter Team, TextBetter Business, TextBetter Enterprise.
There is no
doubt that business text messaging is timely and efficient. The use of business
text messaging in daily communication has dramatically increased in adoption
and usage over the last few years. While it is fast and convenient for both business and customers, it
certainly has a set of challenges. Messages can be incomplete. Words can be
misspelled. The meaning of the message can be misinterpreted. The tone could be
distorted. As business text messaging continues to increase in popularity, it’s
important to understand the anatomy of drafting and sending a proper
professional text.
While there
isn’t necessarily a “one size fits all approach” or “secret sauce” for perfect business
text messaging, there are several guidelines and considerations to take note
of. Here are 10 elements to apply when your fingers hit the keyboard to begin
the draft of your message.
Keep it short. The best part of texting is how quick and easy it is to communicate. Messages should be able to be read in a matter of seconds and responded to with ease. It’s best to limit the text with no more than two sentences.
Make it personal. The message should be personal to the customer and appropriate to your business.
Pay attention to tone. The tone of the texts we exchange with friends and family are much different than in our professional lives. With business text messaging, be mindful of both business and text appropriate tones before hitting send. There is a delicate blend between not sounding stuffy and using language that you may use outside of work. Make sure the tone is energetic, upbeat and polite.
Clearly communicate. There should be zero confusion as to what you are trying to say. It’s best to not leave misinterpretation to chance and potentially cause conflict and/or a missed business opportunity. Make sure your message, along with your ask, is clear. It’s always best to review the text for clarity before sending.
Spelling and punctuation. This might seem like something that just doesn’t need to be mentioned…but it absolutely does. You may think that text messaging is casual enough to not use spell check or even use correct placement of apostrophes or commas. The fact is, it does matter when representing your company and brand. Business text messaging should always include the use of correct punctuation and spelled words.
Timing matters. It’s best to limit business text messaging communication to work hours.
Sign off with intention. Text threads can go on and on, as though each person doesn’t want to be the first to close the conversation. Be aware of when the goal of the text has been reached. Thank them for the information provided, promise to follow up and/or be clear of the next step. Don’t leave customers wondering what may be going on by not closing the conversation.
Be mindful of frequency. Business text messaging can easily become an annoyance to your audience if it’s perceived that messages are sent too often. Sending multiple messages that could easily be sent in one might be something you do to your friends, but definitely not your customers. Before the message is sent, always consider if email is a more prudent communication method for the topic or goal of the message.
Make it easy to reply. Keeping your texts short and sweet also means you need to keep them clear. If you’re asking your recipient a question, make it easy for them to provide a simple yes or no answer. Consider phrasing your message in a way that does not require a lengthy detailed explanation.
Be prompt in your response. There is an assumption that there will be a pretty swift response to a text message. Unless you are unavailable, make the effort to respond quickly, otherwise your lack of response could be seen as you just don’t care of the customer/issue isn’t important enough for you. If for some reason you cannot or did not respond to the message quickly, make sure to offer an apology for your tardiness in response as soon as possible.
About Us
TextBetter™ is a business texting service that makes it easy to send or receive texts from your landline number. Our cloud-based service effortlessly integrates into your existing business model, without having to install new software or change how you do business. Through our three separate product offerings, we proudly cater to organizations of all sizes: TextBetter Team, TextBetter Basic, TextBetter Enterprise.
TextBetter
uses your email account to transmit text messages to and from your landline
number by simply pairing the two. You’ll send, receive, and manage text
conversations directly from your business email, which includes pictures.
Pretty simple, right? There is no software to purchase or change how you do
business.
There are many ways in which your business can benefit from sending and receiving messages, but we’ve outlined a few of our favorite benefits here. Have questions on how TextBetter can make business text messaging work for you? We’d love to answer your questions. Call or text us today at 800-322-1112.
Email has
been widely accepted and the most predominant communication medium in business
for decades. While businesses have traditionally kept to email for professional
reasons, the prevalence of text in our personal lives has been an influential
driver for companies
of all sizes to adopt business text messaging as part of their communication
strategy. For some, it’s an easy, cut and dry decision to implement business
text messaging. For others, it’s a more difficult decision as email is a tried
and true practice.
We thought
we’d provide a good old fashion pros and cons list for those who are still
weighing the decision to implement business text messaging in conjunction with
established communication practices. Keep reading to discover the benefits and
considerations of business text messaging.
PROS
Did you know that 97% of all text messages are opened and responded to? When you take into consideration that most text messages will be responded to within 90 seconds of being read, it’s clear that text messaging has excellent engagement rates. Often times, these high engagement rates will lead companies to incorporate business text messaging in their daily practices.
Text messaging is the preferred communication medium. There is no need for businesses to guess whether customers prefer email or text messages; the fact is, there is a place as well as a need for both. Business text messaging allows customers to interact with your company in a way that they can choose, when it is convenient for them.
Text is easily accessible and does not require a Wi-Fi connection which means it can be accessed virtually anywhere.
Business text messaging creates a real-time communication
environment. In this, customers are less inclined to call your help desk and
more likely to have a better customer experience. It also means that B2C
texting services create measurable efficiencies for customer service reps by
enabling them to multiple task – communicating both professionally and
efficiently.
Improved process efficiency is a benefit when implementing
business text messaging. The less time and effort it takes to complete a task
or waiting for a response, the more customers you can serve. With business text
messaging, many processes are streamlined.
Business text messaging provides your business another way to
personalize the customer experience to build loyalty by sending timely and
relevant information. Providing a personalized and convenient experience with
your customers builds trust, and trust leads to loyalty.
CONS
Texts must be brief. Customers simply aren’t interested in reading long text messages, so it’s critical that texts are short. Any in-depth customer service conversations, especially those that involve upset customers, are often better conducted over email or even phone.
Sending too many business text messages can be annoying and feel intrusive. If businesses send too many marketing texts in addition to vital communications like notifications or using text for a two-way dialogue, consumers can get frustrated and ask to be removed from all texting or communication lists. Companies that successfully use business text messaging will send a message with purpose and value to the customer.
It’s not free. Using a business text messaging service will cost money. If your customer does not have a plan that allows unlimited texts, it’ll cost them money, too.
Tone can be misinterpreted through text. As business text messaging has evolved, this has become better, but there is room to not interpret the tone of a text correctly. If you think there’s any chance your meaning won’t properly be conveyed through a text, it’s probably better to just pick up the phone and have a conversation.
Business text messaging is certainly more and more common, and frankly with good reason. The pros far outweigh the cons. Text is one of the most expedient and reliable ways to reach your audience. Your customers are already very comfortable with text as they use it in their personal lives, let them engage with your business the way they prefer and are accustomed to. Implementing a texting service for business is key to staying relevant and evolving with your customer preferences.
About Us
TextBetter™ is a business texting service that makes it easy to send or receive texts from your landline number. Our cloud-based service effortlessly integrates into your existing business model, without having to install new software or change how you do business. Through our three separate product offerings, we proudly cater to organizations of all sizes: TextBetter Team, TextBetter Business, TextBetter Enterprise.
Landline
text messaging has significantly grown in adoption and usage regardless of the
size of business. In the past, businesses only used texts for marketing
purposes, to promote a product or an event. Today, the most successful
businesses are using landline text messaging as part of their non promotional
communication strategy with customers and prospects.
Landline text messaging is a fast and easy way for you to reach your customers and for your customers to reach you and your business. Leveraging text as a communication provides a more effective and convenient option for engagement.
There are a number of communication channels available to reach and connect with customers. Social media is certainly a powerful resource but not always effective in one on one communication. There’s the option to call the business line but chances are, you’ll probably be leaving a voicemail. Sending an email is great but they aren’t read instantly. With 97% of text messages opened and responded to in 15 minutes or less, it makes complete sense that consumers today are pointing to the fact that they’d rather text with a business than anything else. This is where landline text messaging comes in to play.
Portrait of smiling woman walking and looking at mobile phone
Here are 5 reasons why landline
text messaging works well for businesses:
Convenience
In the
United States, there is an arguable obsession with all things convenient both
in our professional and personal lives. With Door Dash, Amazon and
telecommuting as a few examples, as a general population we prefer and expect
things to be convenient. One of the most important considerations when it
comes to your business, is the ability for your customers to engage with you
how they actually want to. Landline text messaging allows your customers to go
and do what they want, while carrying on a conversation or engaging with your
business at the same time. The bottom line, it’s convenient.
Faster engagement
Text messaging is far more direct than using any other type of communication. No matter what type of industry you work in, the good ol’ game of phone tag is certainly not effective. Crossing your fingers and hoping an email that was sent to someone doesn’t get caught in a filter is just not efficient. With current business practices, the best way to get a response from customers is to just send a text. It’s certainly a more effective medium and by nature encourages faster engagement from the recipient. Landline text messaging provides a seamless way for customers to text your business and for you to text your customers.
It’s the norm
Texting is
both widely and easily accessible, which is why it is such an effective tool
for communication. Everyone knows precisely how to use it and there isn’t a
wide generational gap in text usage like there one was. Messages are seen and
read in a matter of minutes. The general population is certainly more
accustomed to receiving texts from other people than personal contacts, thanks
to newer marketing technologies.
For a business to engage in both sending and receiving texts from customers, landline text messaging is simple and straightforward. Texts are sent from the email business or individual employee uses and the messages are delivered to the recipients’ cell phones in real time. When the recipient responds, it is funneled right into the email inbox.
It’s preferred
When it
comes to communicating, it’s fair to say that most of the population you’d
engage with as a business would rather type than talk. There is something to
texts that we really prefer; we’d rather type short replies to short messages,
than long replies to lengthy emails. The fact is, texts are short and are
intended to the point across faster than in an email. They’re not all that
involved, unlike emails, or phone calls. The simplicity that landline text
messaging provides translates to flexibility. A text can quickly read and
responded to from virtually anywhere. During the commute, over lunch and even
in other meetings.
Customer experience
Texting is the most efficient way to give your customers the experience they prefer and demand. Providing the option for customers to choose to send a message to you via landline text messaging or another communication method enables the customer to choose which method is best for handling their issue or concern. Texting is quick and convenient – just what consumers want.
Ultimately,
landline text messaging is the fastest, most direct and efficient way to reach
your audience. It’s flexible and provides another communication option for your
customers. You already know the results texting gets, so why not incorporate
texting into your business?
About Us
TextBetter™ is a business texting service that makes it easy to send or receive texts from your landline number. Our cloud-based service effortlessly integrates into your existing business model, without having to install new software or change how you do business. Through our three separate product offerings, we proudly cater to organizations of all sizes: TextBetter Team, TextBetter Business, TextBetter Enterprise.
Companies that manage large fleets and supply chains are responsible for coordinating thousands of deliveries each and every day throughout the United States. No matter the size and scale of the fleet management company, there are several opportunities where communication can breakdown be it with the driver, the store, supplier or distribution center. Implementing a business text messaging service as part of the process can help improve overall operational efficiency. A third party logistics study done in 2018 found that the number one challenge in communication was due to delays arising from the use of email. With that being said, there is a large opportunity to mitigate the potential delays through business text messaging.
Logistic companies can use business text messaging in their daily operations
Text
messages by nature are short and sweet. There is no delay between when the
message is sent and when or how it arrives. There is no noise or endless
sentences to read. In an industry where real-time updates and clarity is vital,
it makes absolute sense that logistics organizations have adopted business
text messaging as an important method for communication.
A tradesman stood at the side of his van using a digital tablet and smart phone
Consider using business text messaging in the following situations:
Business text messaging can be used to alert the necessary parties when there is a delay or change in the drop-off or pick-up schedule.
Example: Perhaps a driver is stuck in traffic due to an accident, he can notify the warehouse that the delivery will be delayed.
Leverage
the immediacy of business text messaging and send delivery information to
drivers, especially in the event of delivery changes or modifications.
Example: If the shipment is supposed to be received by a specific
individual and they are out for the day, the client services team can send a
quick text informing who the new point of contact is.
Example: Should there be a change in the time available for the
delivery, that communication can be sent via text informing the driver.
Business text messaging has
positive impacts
Call volume reduction
Customer service is wholly
important in logistics. Lack of or inefficient communication disrupts and
frustrates the supply chain. When logistics companies use business text
messaging, call volume can significantly be reduced from drivers and customers
alike. Text will help augment phone conversations and can be more efficient.
Customer Engagement
One of the great benefits that
isn’t necessarily realized in this industry is that business text messaging can
also be used as a way to engage with customers. While there should be a set of
guidelines developed and followed by every company, it’s a great way to meet
customers where they are at….in the land of text. With an open rate of 97%, it
makes sense to leverage the power text within your company.
Satisfaction and feedback
Drivers are on the front line of your business and understand where improvements can be made in the field. Their satisfaction is essential to the operation and to efficiency. When using business text messaging, the two-way communication can be used to send and receive feedback surveys from the drivers. This proactive approach allows for improvements to be made to the distribution centers or headquarters.
Updated business practices
Using business text messaging can help replace potentially outdated business practices. At times, these outdated processes can really impact business and of course, the bottom line.
Example: A fleet office is managing job schedules via a
whiteboard. That process can be messy, confusing, and lead to missed shifts and
potential deliveries. Using text to communicate with drivers during their shift
can help mitigate scheduling issues.
When using business text messaging as your main communication channel or to augment existing channels really helps provide flexible communications options you can use to reach drivers, customers and partners with more ease. Better and more simplistic communications means it’s much easier to run your business while addressing the potential challenges of the logistics industry right now. Small improvements in communications, like business text messaging, can help bring in new revenue opportunities while being an innovator in the industry.
About us
TextBetter™ is a business texting service that makes it easy to send or receive texts from your landline number. Our cloud-based service effortlessly integrates into your existing business model, without having to install new software or change how you do business. Through our three separate product offerings, we proudly cater to organizations of all sizes: TextBetter Team, TextBetter Basic, TextBetter Enterprise.
The need
for convenience, speed and efficiency has turned texting into a primary form of
personal communication for most of us. However, business text messaging has
become increasingly
common in all sizes of businesses for the same reasons. In fact,
using text to communicate with customers, colleagues and prospects is
considered mainstream business behavior in today’s modern world. While it’s fun
and easy to send an abbreviation-filled, emoji ridden message to a friend or
family, the rules are so much different when texting clients, colleagues and
your boss.
Using business
text messaging as a method of communication requires us to be hyper aware of
how we are communicating our message. Maintaining professionalism is critical
to developing and fostering relationships with those we engage with each and
every day. Here are 6 tried and true tips for practicing proper business text
messaging etiquette.
Tip 1: Keep it
short
There are
many reasons why we prefer receiving texts, but more importantly, they are
brief and to the point. We know that when we hear the ‘buzz’ or ‘ding’, we can
usually glance at our phone and immediately read the message without it taking
too much of our time. Text is considered a high priority, short format form of
communication with a near 100% open and read rate. As a general rule, it’s best
to use business text messaging much different than emailing, engaging in social
media or even a phone call. Being able to keep messages short and concise helps
communicate the point more efficiently and more effectively.
Tip 2: Check your tone
I’m sure
we’ve all experienced a time or two where we misinterpreted someone’s tone
through a text message. Tone can be tricky with typed communication… it can
be hard to convey or demonstrate. It’s even harder with business text
messaging, where it could be easy to sound terse. Take ample time to draft the
message to say what you’d like to say. Make sure to write in complete sentences
to prevent sounding too abrupt and avoid typing in caps. It’s always a good
idea to read your message out loud to make sure your message can’t be perceived
any other way than it’s intended to sound. A text message doesn’t allow for a
lot of subtlety however has a lot of room for misinterpretation.
Tip 3: Be
mindful of the time
It’s
imperative that business text messaging is only used during normal business
hours. It goes without saying that you wouldn’t call a client with a brilliant
idea right before you climbed into bed for the evening, so make sure to not
text them at that hour, either. Absolutely avoid using text on the weekends or
early in the mornings. Texting needs to be about convenience for both you and
your customers and shouldn’t be abused or overused. You never want your
communication to feel intrusive to customers or prospects.
Tip 4: Be
clear in your purpose
Before you send a text, make sure you ask yourself what the goal of the text is and what you want from the recipient? Do you want them to respond to questions you sent in an email? Do you want to confirm a meeting time? Is there a piece of critical information you’re waiting on from them? Whatever the case, it might seem like common sense but it’s critically important to be as clear as possible in your text.
Tip 5: Reply promptly
One of the
biggest benefits of texting is how fast it is. Texting often conveys a sense of
immediacy. When you receive a message from a customer or prospect, be sure to
respond promptly. The same is true when you text a customer, they’ll likely
respond within minutes. With you driving communication through business text
messaging, make it your responsibility to keep this momentum going. Respect
your customer’s time and hold their attention by always responding quickly.
Tip 6: Proofread
Although
texting is more casual and conversational by nature, you need to still maintain
a high level of professionalism when engaging in business text messaging. Typos
and grammatical errors can give a negative impression of you and your brand.
Proofreading is critical before sending anything in written form. With texts
being an easy medium to share, they can be sent to others to weigh in on when
in doubt. While we’ve all been guilty of an accidental typo due to overzealous
autocorrect, always be sure to carefully proofread your texts as you would an
email or any other correspondence.
If you will
follow these 6 business text messaging tips, you will be viewed as someone who
is professional, considerate and respectful when engaging with customers and
prospects. Overall, this impacts your customer’s
experience for the best.
About Us
TextBetter™
is a business texting service that makes it easy to send or receive texts from
your landline number. Our cloud-based service effortlessly integrates into your
existing business model, without having to install new software or change how
you do business. Through our three separate product offerings, we proudly cater
to organizations of all sizes: TextBetter
Basic, TextBetter Business, TextBetter Enterprise.
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In today’s
world, nearly everyone has access to a cell phone and more specifically, a
smart phone. A significant amount of time is spent on mobile devices. Mobile
phones and their functionality have become part of our everyday lives. In fact,
the average American spends four hours per day staring at their phone and a
quarter of that time is spent text messaging. To expand the reach for your
business to meet customers where they spend their time, start using text as a
communication channel. This where business text messaging comes in.
Business
text messaging is used to engage with your customers one on one. Regardless of
the size of business, texting
has a place in every organization. Here are 5 of the most common
uses of business text messaging.
1. Confirmations and reminders
When using
business text messaging to send a confirmation text, it helps build and
establish trust with the client. This could be as simple as confirming an
upcoming appointment or it could confirm that an action took place as a result
of a previous conversation, email or text.
Example:
Example:
2.
Scheduling appointments
Trying to schedule an appointment
with a customer can be challenging as schedules vary, phone calls aren’t
answered or returned, and voicemails are left unchecked. Emails can be equally
ineffective and can easily be buried in the massive amount of emails that are
already in an inbox.
Sending a text message to schedule
an appointment is more effective. Considering that 97% texts are open, read and
responded to in 3 minutes or less, you’ll have a better success of getting them
to look at availability and schedule appointments faster.
Example:
Example:
3.
Follow up
Text is about making it convenient for your customers. Following up on a conversation, checking in after a previous meeting or asking the client/customer a brief question. For instance, a text can be sent just after an email is sent that needs an approval or confirmation. When using business text messaging to follow up by text could be the perfect nudge to get your customer to take a look.
Example:
Example:
4.
Simple questions and answers
One of the best
reasons to use business text messaging is to communicate with
customers/prospects to get answers much more quickly than you would by phone or
email. Text messages by nature are short and sweet, they serve as a great
medium to ask quick questions when looking for quick answers.
Example:
Example:
5.
Acknowledgement
Everyone appreciates being
acknowledged and hearing ‘thank you’. A brief thank you or acknowledgement will
go a long way from the customers perspective. A business text messaging service
makes this a quick and simple “extra” that will go a long way with your
customers.
Example:
Example:
Business
text messaging takes advantage of the advances in technology to be able to get
your message out to your customers. This is done in a way that is convenient
and easy. it’s a worthwhile investment to make, and when used properly, can be
a great tool to support business.
How does it
work?
For
businesses to efficiently and effectively manage text communication with
clients, a business grade text messaging service is needed. Our text services for businesses enables
the business and its employees to have their individual existing landline
telephone number text enabled. We simply text enable your business phone
number(s) and pair the phone number with your email address. Your email is just
the tool that lets you send and receive text messages. Texting from your
business number is as simple as sending an email and the receiver of your
message, will get a text message, that is from your business phone number. When
you receive a text message from a client, it will show up in your email, giving
you a quick way to respond to the sender. Conversation threading is contained
in each email. Best yet, all text conversations are searchable and archivable
in your email.
Your customers
are already very comfortable with text as they use it in their personal lives,
let them engage with your business the way they prefer and are accustomed to.
Implementing a texting service for business is key to staying relevant and
evolving with your customer preferences.
TextBetter™
is a business texting service that makes it easy to send or receive texts from
your landline number. Our cloud-based service effortlessly integrates into your
existing business model, without having to install new software or change how
you do business. Through our three separate product offerings, we proudly cater
to organizations of all sizes: TextBetter
Basic, TextBetter Business, TextBetter Enterprise.
The most
significant shift in customer service since the 1-800 number is under way.
Credit Unions are choosing to implement business text messaging service to
support communicating through text as members have come to prefer this method
with other businesses they engage with. Credit Unions are realizing that their
members want to do more than talk and email when it comes to personal banking.
Since we live in technology driven and dependent times, its essential that
Credit Unions implement a mobile technology strategy that provides an alternative
communication solution like business text messaging for its’ members. The
strategy should address timeliness, convenience and accessibility with having
the member relationship top of mind. Implementing business text messaging for
your Credit Union supports each of these aspects.
Timeliness
Technology is best when it’s simple to use. Members desire swift responses to their questions that do not necessarily require a lengthy phone call. Not only is it effortless to use text to answer simple questions, it supports the member relationship with the Credit Union in a positive light by providing timely answers to simple questions. Leverage text messaging service to send automatic responses to members after hours, when a Loan Officer is out of the office or over the weekends to share banking hours. This means your doors are always open to the members.
A Business
text messaging service helps support the Credit Union staff as well as the
members as the dialogue is always open and transparent. By using text messaging
throughout the loan process, Credit Unions have been transformative while
eliminating several days overall to the entire process. Additionally, text can
be used for:
Share loan application status
Provide detailed next steps and what to expect in the loan process
Schedule appointments to sign documents at a specific branch
Request additional or missing documentation needed to move the loan process forward
Get answers to time sensitive questions faster during busy day time hours
Hours of operation
Out of the office responders
Member satisfaction/Branch surveys
Sharing disclosures
Convenience
Using business text messaging service makes it very convenient for the members and the Credit Union to communicate. Credit Unions are seeing a reduction in loan processing time by having the ability to collect loan documents through text. It’s never been easier to both send and receive necessary documentation such as photos of required paperwork, forms, and more via text message. Gather all supporting documentation in seconds and eliminate unnecessary phone calls and emails. The goal of implementing business text messaging is to provide and secure and convenient way for members to communicate with you. The ability to send real time answers to their questions directly to their mobile device is exactly what members want.
Accessibility
As mobile usage continues to grow, members increasingly are expecting interactive mobile capabilities. The majority of people choose texting over calling in their personal lives due to the seamless nature that texting provides. A Credit Union that is accessible to its’ members via text provides a great opportunity for business. While Credit Unions are notorious for great interest rates, leading technological enhancements for its’ members hasn’t been at the forefront.
Business text
messaging service enables the ability to deliver actionable information in a
preferred and a more engaging way, giving members more of what they want. Let’s
think about this for a minute, texting is quicker than a phone conversation; it
does not require small talk or niceties such as “how is the weather” that takes
up valuable time. Text is a highly accessible way to respond and to be
available to members that do not wish to have a phone conversation, and who may
otherwise avoid having important questions answered.
Relationships
Your business is built on relationships, and relationships are built on communication. These days, people prefer to communicate by text message, both personally and professionally. Text is personal and is what members want, and it shows. The data shows that in the financial services industry, emails have less than a 3% click rate. Comparatively with text, it’s under 3 minutes. Is text more effective and easier to use/respond to? Yes, it absolutely is. When making it easier for your members to do business with you, stronger relationships are built which is great for the Credit Union and member. Business Text messaging service helps facilitate and continue to build upon the member-Credit Union relationship. Continue building on the great relationships that you’ve established and working on establishing with integrating text into the day-to-day process.
About us
TextBetter™ is a business texting service that makes it easy to send or receive texts from your landline number. Our cloud-based service effortlessly integrates into your existing business model, without having to install new software or change how you do business. Through our three separate product offerings, we proudly cater to organizations of all sizes: TextBetter Basic, TextBetter Business, TextBetter Enterprise.
