Have you ever tried to call a customer and ended up playing phone tag for days? Or did you send an email that got buried under a mountain of spam? Business SMS cuts through the noise because it lets you reach customers exactly where they spend 45 percent of their day—on their mobile phones, making it an essential tool for effective business communications.
In this blog, we’ll show you how text messaging can drastically improve the frequency and quality of your customer communication and give you a few suggestions on how to use it well.
We’ll start with a review.
The Key Benefits of Communicating Using Business Text Messaging
Before we show you some examples, we’ll review the benefits of business text messaging for customer-facing communication.
Direct Connection
SMS fosters a personal connection that emails or phone calls might not. It’s quick and easy, making customers feel like you value their time. Plus, with a 98 percent open rate and exceptionally high engagement levels, SMS ensures your messages are seen and acted upon.
Greater Efficiency
With platforms like Gamut's, you can automate sending texts, which saves you tons of time. Schedule messages for reminders, updates, or promotions, and let the system handle it for you. It’s like having a personal assistant who never takes a day off.
Increased Flexibility
SMS can do it all, whether it’s a flash sale, a service reminder, or a quick check-in. It’s versatile enough to handle various business needs, from marketing to customer support. But more on that later.
Widespread Support
SMS works across all kinds of software platforms and devices, including iOS and Android phones, with dedicated apps supporting seamless SMS communication. It’s a universal communication method that doesn’t rely on internet connectivity or specific apps. As long as a device can send and receive text messages, you can use SMS to get your message across.
Incredible Speeds
SMS messages are transmitted quickly due to their small size and low bandwidth requirements. They can also reach users even in areas with poor voice coverage. Plus, they can be sent and received via email when mobile service isn’t available.
How to Use Business SMS in Customer Communication
Now that we've reviewed why SMS messages are so popular in the corporate world, let's discuss how to use them for your benefit, starting with SMS marketing.
SMS Business Marketing
Want to engage your customers like never before? Add SMS marketing to your strategy. You can send targeted promotions, updates on new products, or exclusive offers directly to their phones. The key is to keep the messages relevant and timely—nobody likes to be spammed with messages.
Let's use the imaginary brand Thread Bare as an example. Thread Bare is a fashion retailer specializing in the latest trends and stylish apparel. They've been using customer data—like past purchases and browsing habits—to send targeted SMS marketing campaigns to customers via Gamut's SMS marketing services. These relevant offers make clients feel valued and encourage repeat business.
Example Text: "Hello [Customer Name], we noticed you love our dress selection! 🎁 Here’s a special 15% off your next purchase. Use code VIP15. Valid till [Date]."
Special Offers and Coupons
Who doesn’t love a good deal? SMS is a fantastic channel for sending out special offers and coupons. This SMS marketing method grabs attention quickly and drives immediate action. Just remember to give clear instructions on redeeming the offer to avoid any confusion.
Let's keep using Thread Bare as an example. They've decided to host a 24-hour flash sale both in-store and on their website. So, they use their SMS service from Gamut to craft a text message to send to their previous customers.
Example Text: "Hey [Customer Name]! 🎉 Thread Bare is having a 24-hour FLASH SALE! Get 20% off on all items. Use code FLASH20 at checkout. Shop now: [Link]."
Alerts, Notifications, and Appointment Reminders
From appointment reminders to order confirmations, business SMS is perfect for sending essential notifications to customers, clients, and patients. It’s a reliable way to ensure they’re aware of any critical information without sifting through a cluttered inbox.
We'll use a fictitious healthcare provider called HealthCarePlus as an example. They have SMS in their communications arsenal because they're committed to delivering excellent patient care. And here's how they use it:
- Appointment Reminders. Appointment reminders reduce no-shows and help keep the schedule on track. Automated reminders also save staff time and reduce administrative workload.
- Patient Follow-Ups. Follow-up messages ensure that patients recover well and that concerns are addressed promptly. This proactive approach can improve patient satisfaction and health outcomes.
- Health Alerts. Timely health alerts inform patients about crucial health-related information and encourage preventive measures. SMS ensures that these alerts reach patients quickly and efficiently.
Customer Support
Offering support via SMS can drastically improve the customer experience. After all, it gives customers a convenient way to ask questions and resolve issues without wasting time on hold or waiting days for an email response.
Here's a good example: PlayTime Electronics is a fictional company that specializes in electronic toys and gaming consoles. It uses text messaging to provide fast and efficient customer support, guaranteeing that its customers get the help they need as soon as possible.
Support Ticket Acknowledgement. Sending an SMS confirmation that a support request has been received reassures customers that their issue is being addressed. It also provides them with a ticket number for easy reference, setting clear expectations for follow-up.
Example Text: Hello [Customer Name], thanks for contacting PlayTime Electronics! We’ve received your support request and created a ticket. Your ticket number is [Ticket Number]. A support representative will get back to you shortly to assist with your issue.
Status Updates on Support Requests. Providing status updates helps manage customer expectations by keeping them in the loop about their request. It also reduces uncertainty and frustration by showing that someone is actively working to solve their issue.
Example Text: Update: Our team at PlayTime Electronics is reviewing your support request #[Ticket Number]. We'll text you with any updates or questions as soon as possible. Thanks for your patience!
Resolution Notification. Notifying customers that their issue has been resolved closes the loop on their support request and ensures they know the resolution. It also provides a direct line for any additional questions or concerns they might have.
Example Text: Good news, [Customer Name]! Your ticket with the [Product Name] has been closed. Please check your product and let us know if everything works as expected. If you need further assistance, reply to this message or call us at [Phone Number].
Follow-Up Survey. Gathering feedback through a simple SMS survey helps PlayTime Electronics understand their customers’ experiences and identify areas for improvement. Plus – it helps you provide even better support.
Example Text: We’d love to hear from you! 🌟 Please reply with a rating from 1 to 5 on how satisfied you were with our support for your [Product Name]. Your feedback helps us improve our service. Thank you!
Two-Factor Authentication (2FA)
Security is a top priority for any business and its customers, especially because everything has become more and more virtual. SMS can be used for two-factor authentication, which is a small, but effective strategy to help protect your customers' personal (or sensitive) information. It’s a simple way to verify identity and prevent unauthorized access.
Take the fictional bank Locke & Keye Banking as an example. It's focused on protecting clients and providing clear, timely communication, so their team has chosen to use text messaging when communicating with account holders.
Two-Factor Authentication (2FA). 2FA via SMS adds an extra layer of security to online transactions and account access, helping protect against fraud and unauthorized access.
Example Text: Your Locke & Keye 2FA code is [Code]. Type this code on the login page to verify your identity. If you did not request this, contact support at [Phone Number]."
However, text messaging's security possibilities go far beyond 2FA. It can also cover things like:
- Transaction Alerts. Transaction alerts help customers monitor their accounts for unauthorized activities and provide immediate action steps if needed. This enhances security and builds trust with customers.
- Account Updates. Notifying customers about account changes helps keep them informed and allows them to address any discrepancies or issues quickly.
All that, and we've still only scratched the surface of how helpful two-way texting can be for small businesses, national chains, and global corporations.
If you want to see how business SMS can support your communication goals and marketing strategies, Gamut offers a comprehensive platform to get you started.
Gamut: The Best SMS Services for Businesses
When it comes to business SMS, Gamut leads the way. Our texting solutions are equipped with:
- Comprehensive Features: Gamut’s platform offers everything from automated messaging to robust analytics. You can track how your SMS campaigns perform, customize your messages, and seamlessly integrate SMS with other communication tools.
- User-Friendly Interface: Gamut’s platform is designed for ease of use. You don’t need a tech expert to navigate and utilize its features. Everything is streamlined to ensure you can manage your SMS communications effectively.
- Point-and-Click Adjustments: Gamut’s virtual platform can grow with you as your business grows, adapting to your evolving needs from your small business days to when you become a global enterprise. All you need to do is add more users — or request more features — and you're good to go.
Curious? We'd happily give you a free demonstration any day of the workweek. Just reach out to our team of texting fanatics, and we'll take care of the rest. Our goal? To help you enjoy all the benefits of mass texting with none of the stress.
