Why timing, feedback, and the messaging platform you use all matter in customer interactions
Today, reaching out to customers on every available platform isn’t enough. When it comes to text messages in particular, it’s important to distinguish yourself from the deluge of other messages they receive.
Chances are, your customers’ inboxes are already filled with both legitimate text blasts and scams or spam messages. These days, businesses who use SMS to keep in touch with their customer base must be able to craft and brand their SMS messages well in order to assure receivers that the messages are legitimate一otherwise, their message might be left unseen (or worse, in the trash).
Customer behavior is changing, and it applies to the simple act of sending and receiving SMS messages. Here are a few reminders on how to maximize this powerful and accessible platform in order to better and more authentically engage with your customers.
Let customers know who you are. The last thing you would want is to be tagged as spam or scam. Let them know who’s texting them right away by having a customizable sender ID. Not only does it assure recipients of the legitimacy of the messages they’re getting, but it also adds to your brand recall. Make yourself known right away so they would know that it’s from a credible sender.
No texting before six and after eight. Don’t text customers before 6 in the morning when they are most likely a few hours away from getting up from bed or are busy preparing for the day. Sending a message past 8 in the evening might also bump your message off their radar as they’ll be too busy doing chores, or are looking forward to relaxing. However, when it comes to time-sensitive messages, you don’t want them to miss out on important dates and limited-time promos. Send those messages at around 10 in the morning so there is time to make decisions during the day, and not when the details are already stale. You have better chances of producing repeat purchasers if you get the perfect flow when it comes to text blasting.
SMS is not extinct. SMS messages can also be a gateway to your other communication channels. Far from being extinct and outdated, text messaging continues to be one of the most accessible and reliable forms of keeping touch with your customers, which is why each message must be crafted well and purposefully. If you’re going to include a link in your text message, make it count. Providing more ways to get in touch with you will make your message bear more weight especially for customers whose interest is already piqued but would like to know more.
Customer feedback is a gift. The opportunity to provide feedback is a gift best given when it’s well-wrapped. As opposed to one-way messages that feel robotic and cold, having the option to collect customer stories and provide real-time virtual assistance gives your business the edge it needs to retain the connections you’ve worked so hard for. Letting them know that you want to improve and serve them better lets them know that you’re willing to go the extra mile to keep your customers happy.
While this all sounds rewarding, planning and implementing it is manually tedious. Luckily, there are digital solutions that help business owners maximize the platform with ease and flexibility. Globe Business M360 helps business owners solve the most common challenges to SMS blasting by providing a multi-channel messaging platform that ensures all areas mentioned above are covered. With bespoke and thoughtful features, it helps business owners optimize, automate, and enhance their text messages according to their needs.
Ready to get a head start on your SMS marketing with Globe Business M360? Visit our website to know more.
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