Articles

Business Text Messaging for Logistics Organizations

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.

Business Text Messaging
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.

Articles

Business Text Messaging Etiquette

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. t 6;\lsd

Articles, Use Cases

Business Text Messaging is for Every Business

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:

Business Text Messaging Text Bubbles Return Processed

Example:

Text Bubbles Appointment Reminder

     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:

Text Bubble Appointment Reminder



Example:

Text Bubble Appointment Setting
Text Bubble Appointment Setting

    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:

Text bubble Email

Example:

Text bubble Follow Up

     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:

Text Bubble Voicemail

Example:

Text Bubble Follow Up

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:

Text bubble Not available

Example:

Text bubble Signed Contract

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.