10 Best Practices in Business Texting

Texting is becoming the most popular communication channel used by mobile users. Globally, the volume of text messages has been growing every year for the past decade, as well as the number of users. Indeed, despite generational differences in text messages volume and frequency, today almost every adult in North America text weekly.

Businesses saw the opportunity to leverage this powerful communication channel to engage with their customers. So it is no surprise that some of them added text messaging to their toolbox to implement their marketing strategies.

Since our core business is business texting we are in a privileged position to notice what works best in this field. Best practices in business texting include:

Set the tone

Keep it simple. Be friendly and casual when text messaging for business. However, be friendly doesn’t mean to shorten words, sign with “XOX”, add “lol” at the end of the message.

Being friendly and casual in text messages means using simple sentences, usual vocabulary, action verbs, contractions (I’ll, we’ll), active form sentences and using a personal style (I, we, you).

Set the tone

Use of emojis

Emojis are everywhere from social network to emails, text messages and beyond. The use of emojis has been rising in 🚀 the past years.
Text messages are short and no tone is conveyed with the message so it can easily be misinterpreted. Emojis bring an instant emotion 😍 to messages through human “faces” and are message amplifiers. They catch attention, bring a friendly touch to any message and they are proven to boost open rates.

According to a recent survey, push notifications without emojis saw a 2.44 percent open rate while the ones with emojis saw a 4.51 percent open rate1. That’s an 85 percent increase in open rates 🤗, indicating that emojis are a powerful tool for app engagement. 🤩

However, the perception of emojis varies according to the audience and its demographics. Define your audience and its preferences.
Use emojis wisely in your text messages, don’t over-use them.

Short is better

Text messages are meant to be read in a few seconds. Text messaging is not the right medium for long stories. Add links to more content if you want to share a large amount of information but keep your text message short.

While short message service (SMS) are limited to 160 characters length, you can send long messages. When you send an extra long message of over 160 characters, the message is broken down into multiple parts before being dispatched to the recipient’s phone. However, while you are not limited to a number of characters and can send messages with real sentences with a subject, a verb and a complement and don’t oblige you to use shorten words, your messages should remain short and concise.

Correct spelling

The use of text messaging is not an excuse for spelling mistakes. Text messages are a type of communication medium, businesses use to engage with their audience and, these communications support the brand image of the business. Poor spelling may affect your business and influence people’s perception of it.

Be specific

Fix your expectations. Add a clear call to actions to your text messages so people know what you are expecting from them: rate service or product, confirm an appointment, approve a job or service.

Be specific

Simple wording messages

You won’t win a medal by using extensive vocabulary. Actually, it is just the opposite. Use usual vocabulary, ask for yes or no answers.

Use of pictures and videos

The expression “a picture is worth a thousand words” explains it all. You can easily add value, emotion, and relevance to your text messages by adding an appropriate picture or video to it.

Relevant messages

Focus on your audience needs. Send them a message focused on what people like and are expecting to receive from your business.

Relevant messages

Timing is important

Stay timely when it comes to sending text messages. If you miss the good timing, your message may not be relevant anymore to the person you are sending it to.

For example, when the work to be done on a car is over, it’s good timing for the service advisor to send a ready for pick-up message to the car owner. The same message sent at the end of the day once the vehicle owner already came to pick up his car, is not relevant anymore. Even worst, it will send a poor image of the dealership.

Timing is important

Use a business texting solution

Texting from a personal mobile phone for business is not a good idea. Read our blog post on this specific topic here to learn why in details.

By using a text messaging platform to engage with their customers, businesses offer better customer experience and improve their image. With the use of text messaging for businesses, companies or brands are given the visibility they need in all their communications with their customers.

Furthermore, while protecting their employees’ personal mobile phone number, businesses using a communication platform via text messages are making themselves available to anyone who wants to reach them and are engaging with their customers the smart way.

Such a platform not only gives them the opportunity to store and preserve the conversations businesses have with their customers, add notes, or transfer a discussion to another employee but also it gives them the option to connect to their customer service management (CSM) system and synchronize the conversations and the customer information held by the business.
That is a recipe for success.

As a conclusion, all these advice constitute good tips for you to use in your business texting activities. However, have in mind that if there were to be only one advice to follow, it might be to respect your customers’ preferences beyond and above all. This is how you will offer your customers the best customer experience ever!

If you are not using texting for your business today you may want to start looking for the best solution that will meet your goals.

Take a look at our platform.

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  1. Mobile Marketing Trends: Emoji Push Notifications Report - Leanplum and App Annie

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