When it comes to texting for business, you want to communicate in the right tone that defines who you are and separates you from the competition. Are you technical? Factual? Friendly? A little bit of everything? Text messaging doe not have to be too formal but it should be brief and to the point. In addition, there are some considerations to make when texting with customers. The first thing you need to consider is your target audience. Who are your customers? A target audience refers to a group of consumers who you want to be doing business with as well as your existing customers and can be categorized by age, location, interests, ethnicity, salary range and more. With a firm understanding of the target audience, you’ll be able to define your tone of voice that resonates with your customers.
Text message conversations are meant to be short & brief but unlike texting with friends, you must respond as soon as possible. You can enable auto-reply to immediately respond to your customers with a friendly and welcoming greeting message while collecting information from them. You don’t want your leads and customers waiting for a reply as they’ll be extremely impatient. You can also enable automatic signature to add your name to the end of every message so that they know who you are while adding a personal touch. Lastly, keep your messages brief. SMS text message has a character limit of 160 characters per message. Your can use common text message abbreviations such as EOD (End of day), LMK (Let me know), CTA (Call to action), ETA (Estimated time of arrival), and more. Take a look at this list of commonly used text message abbreviations for business and personal use.
Listening isn’t just hearing your customers. It’s showing empathy to understand, share and act on the customer’s needs and concerns. Share your feelings and walk on the same path as them. Let them know that you’re truly happy or frustrated by the situation as they are and show them that you genuinely care.
If you are a business or an organization sending marketing or promotional text messages from your 10DLC landline through a texting app or a texting service, it is absolutely crucial that you are TCPA compliant with every text message you send to consumers to avoid fines that may cost up to $1,500 per each text message violation.
Here are some professional text message templates we created for you so that you can use them to delight your customers.
Hi, this is [agent_name] with [business_name]. Hope you’re having a great day! Before we get started, would you tell us your name please?
Hi, thank you for texting us. My name is [agent_name]. How can we help you today?
Welcome back [customer_name]! Glad to hear from you again. How can we help you today?
Hey, [customer_name]! Thanks for messaging us again. How can we assist you today?
Hi, thank you for contacting [business_name]. Please respond with your name and the date for your new appointment.
Hello, thank you for texting us. What is you name and when would you like to make the appointment for?
Hi [customer_name], happy to hear from you again. When would you like to make an appointment for?
Hey [customer_name], thanks for messaging us again. Hope you’ve been well! When would you like to make the appointment for?
Hi [customer_name], we’re reminding you about your [service] appointment tomorrow at [time]. Reply YES to confirm, NO to reschedule, or CANCEL to cancel the appointment. -[business_name]
Hi [customer_name], here’s a reminder from [business_name] for your [service] appointment tomorrow at [time]. Reply YES to confirm, NO to reschedule, or CANCEL to cancel the appointment.
Hello [customer_name], we’re reminding you of your [service] appointment tomorrow at [time]. Please try to arrive 10 minutes early and reply YES to confirm, NO to reschedule, or CANCEL to cancel the appointment.
Hello [customer_name], your [service] appointment at [business_name] is scheduled for tomorrow at [time]. Please reply YES to confirm, NO to reschedule, or CANCEL to cancel the appointment.
How would you rate your experience with us today? (5 Very Satisfied - 1 Very Unsatisfied)
On a scale of (1-bad) to (5-great), how satisfied were you with your [service] today?
How likely are you to recommend our service to a friend or colleague? (1-Not likely at all, 5 Extremely likely)
How did we do? Your feedback will help us improve! (5 Very Satisfied - 1 Very Unsatisfied)
Happy [holiday_name]! [business_name] is having a [offer] sale starting today until the [date]. Visit our website to save now!
[business_name]’s [offer] promotion starts today! Text us to make a reservation today!
Want to save [offer]% off on [product_or_service_name]? We’re having a site wide [offer]% off sale this month. Visit our website to save today!
It’s savings week at [business_name]! Visit us anytime this week to save [offer]%!
Hi [customer_name], your [business_name] [service] payment is now overdue. Please contact us to discuss your payment options.
ACTION REQUIRED: You have missed your monthly payment for [service]. Please contact us as soon as possible to pay or arrange a payment plan. -[business_name]
Hi, we’re happy to announce that [business_name] will be re-opening next Monday. Hope to see you soon!
Hello, [business_name] is re-opening on Monday. Please text us to make a reservation at any time!
[business_name] is closed until further notice. We apologize for the inconvenience. We’ll text you when we re-open.
[business_name] will be reducing its hours of operations due to the pandemic. We’re now open from 11-6pm daily. For more info, please visit our website.
SMS signatures are one of the easiest ways to improve your SMS communication with customers. It makes every text message feel professional and humanizes your SMS conversations with customers. Learn how to add an SMS signature with Texty Pro.