Establishing business texting best practices will help support the effectiveness of communication from your company to its customers. It is important to respect the power that text has and define guidelines for how these messages should be structured.
Business text messaging is an extremely powerful tool for communicating with and connecting to your audience and getting your message in front of them. With incredibly high open rates it’s no wonder that more and more businesses are using text in their day to day communication with customers. Here’s the deal though, with more companies joining the business text messaging revolution, it is important to craft well thought out messages and use this tool appropriately.
While there is clear evidence to support the benefits of text messaging for business, there are still many factors that can impact the level of effectiveness. Understanding and following business texting best practices will make a big difference.
Here are 5 business texting best practices to follow:
1. Be Brief
One of the main benefits of text messages is their brevity, which is probably why 97% of text messages are read in 15 minutes. Text messages relay brief and timely information not contract details or asking lengthy questions.
Send no more than two or three short sentences at a time. While you want to avoid abbreviations and acronyms when possible, being brief is critical to effective text messaging. In-person meetings and phone calls can provide clarity and detail to your texts—not the other way around.
2. Provide Value
Make sure that every text message you send is one of value! Don’t waste your customer’s time contacting them if you don’t have something that’s going to add value to the business relationship. The message should be personal to the customer and appropriate to your business.
Put yourself in the customer’s shoes and think about it this way, when your phone alerts you that you have a text, would you be frustrated if there was no real purpose for the message? That’s one of the fastest ways to aggravate a customer.
3. Spell out the details
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 and concise. Provide only what is needed and leave the rest out. It’s always best to review the text for clarity before sending it.
4. Text during normal business hours
It’s important to be cognizant of the time when sending texts to your customers. One of the many business texting best practices is asking for or reminding them of an action that needs to take place. It’s unlikely to happen during the middle of the night. Keep messages within normal business hours.
5. Respond promptly
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.
Text messaging is more effective, quicker to be seen, read and responded to than any other communication channel. It is the most preferred and popular way to communicate with customers. In fact, businesses that incorporate texting into their communication channels see an increase in customer experience.
How does it work?
The TextBetter patented solution uses a 2-Way Email to SMS Gateway – a unique pairing process – to transmit text messages to and from your existing landline number(s). When an email is sent to a recipient’s mobile phone, we convert your email into a text message and deliver it, with your landline number listed as the sender. When someone replies, it converts their SMS into an email while delivering it right back to your inbox.
And because you manage text conversations directly from your existing email client, there is nothing to download or install.
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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.