How are you using your texting platform? We all know that texting is the fasting growing channel for businesses to communicate with their customers. In fact, 44% of customers have stated they won’t do business with a company that doesn’t use their preferred mode of communication — text. (State of the Connected Buyer Report – SalesForce) That could be almost half of your customer database that you’re not reaching or connecting with consistently.
Did you know that 90% of customers read a text message in the first three minutes after receiving it? Contrast that with the fact that only 21% of customers even open their emails (2022 Email marketing Stats – MailChimp). That’s a very compelling statistic to confirm the most successful way you should be communicating and sending information to your customers.
Maybe your business is already using texting to contact your customers. That’s great. Being able to text back and forth with your customers, communicating in real time is very effective. But what and how are you communicating?
Here are 10 tops ways to use texting to effectively target, communicate and inform your customers.
1. Appointment Confirmation
As soon as your customer has booked their appointment, send them their confirmation directly to their phones in a text. It couldn’t be easier for them to add it to their calendar!
2. Appointment Reminder
Even with dates entered in our calendars, we have all forgotten appointments we have made, especially if they were made some time ago. Reduce no shows and cancellations by sending timely reminders of upcoming appointments a day or two ahead — or even a week before. This allows customers enough time to arrange schedules if needed or give you enough notice if they do need to reschedule. Allowing customers the ability to confirm by text and track those responses provides even better insight.
3. Instant Updates
Your customers, on average, are only 90 seconds away from reading incoming text messages. When you need to reach them quickly or provide updates or information regarding their business with you, why wouldn’t you text? If you’re trying to reach them by email or by calling, that could take hours or even days at the rate some people check their emails or voice messages!
4. Estimates and Quotes
It’s already been established how quickly people will read their text messages. Use this to your advantage when you want to send quotes and estimates. With some digital estimates, customers can approve directly from their mobile device and submit back to your team in seconds. Not only do you have speedy authorizations, it will also provide an easy-to-track history if you need to refer back to the estimate to verify approval.
On the subject of digital estimates, why not increase the power of your recommendation or quote with video or images. Using media items sent directly to a customer’s mobile device will add transparency and clarity to anything you are presenting. Customers will have increased confidence in your business knowing you are providing added visibility into their service.
6. Mobile Payments
Your customers are busy and sometimes not able to make it in person to pay for their service, or perhaps need to pay after your business is closed. Providing your customers with an option to pay from their mobile device allows them to make that payment from any location and at a time that’s convenient for them, and allows you to receive that payment instantly.
Use the power of targeted text marketing to advertise your current sales or service promotions. Provide unique offers and incentives directly to your customers who have signed up for text communication. This can also act as an incentive to other customers and will help grow your customer texting database.
8. Company Announcements
Need to reach your customers quickly with important company updates or last minute news? There is no faster or effective way then by text. With over 90% reach and average of 90 second read time, your message will be connected with your customers as fast as you can send it.
9. Satisfaction Follow up
Every business wants to know their customers are satisfied. But more importantly, they NEED to know when they are NOT. Send timely follow up messages to your customers once your business has been concluded. Follow up with a text that has a simple rating system or links to a more indepth survey. Allow your customers to provide written feedback or use keywords to trigger responses. You can even include links for customers to write a business review.
Sometimes customers get busy. Sometimes they may try another business provider. Sometimes you just haven’t heard from them in a while. Reconnect with customers who you haven’t seen in a few months with a friendly text message. Remind them if they are overdue for any services or if you think there are any upcoming promotions they would be interested in.
As you can see, texting is a means of communication that can do more then just say ‘hi’ to your customers. Your business will benefit greatly if you start to incorporate more text communication and engagement with your customers. And your customers will appreciate the enhanced customer service experience. As with all texting communication though, you do need to remain compliant and provide your customers the option to remove themselves from certain types of communication.
Not all texting platforms are created equal. If you’re looking to add or switch to a texting platform that includes some or all of the above functionality, VenueVision’s autoTEXT solution can do just that. autoTEXT can provide integrated texting with automated messages, bulk texting campaigns, customer follow up and so much more. It also has a dedicated text subscription page which allows customers to customize the types of text messages they want to receive. Give us a call or book a free demo to find out all the details.