10 Best Practices in Business Texting

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

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

Since our core business is business texting, we know what works best in the field. Best practices in business texting include:

Set the tone

Keep it simple. Be friendly and casual when text messaging for business. However, being friendly doesn’t mean shortening words, signing off with “XOX,” or adding “lol” at the end of the message. Rather, use simple sentences, common vocabulary, action verbs, contractions (I’ll, we’ll), and a personal style (I, we, you).

Set the tone

Use emojis

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

According to a recent survey, push notifications without emojis generate 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 personas and their preferences.
Use emojis wisely in your text messages. And don’t over-use them.

Read our blog post to learn how to use emojis in your business texting.

Keep it short

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

While a short message service (SMS) is limited to 160 characters length, you can still 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 your messages should remain short and concise.

Make sure you check your spelling

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

Be specific

Text messages are meant to be read in a few seconds. Add a clear call to action to your text messages so that people know what you are expecting from them: rate a service or product, confirm an appointment, approve a job or service, etc.

Be specific

Opt for simple wording

You won’t win any brownie points by using complicated vocabulary. Actually, it is just the opposite. Use vocabulary that everyone can understand. Ask for a yes or a no, for example.

Use 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.

Remember that relevance is key

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

Relevant messages

Time your messages accordingly

Stay timely when it comes to sending text messages. If you miss a 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 center 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 or her car, is not relevant anymore. Even worse, 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.

By using a professional text messaging platform to engage with their customers, businesses offer a 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 numbers, businesses using a communication platform via text messages make themselves available to anyone who wants to reach them; this is the right way to engage with their customers.

A texting platform for businesses gives companies the opportunity to store conversations they have with their customers, add notes, or transfer a discussion to another employee. The platform can also be seamlessly integrated with their customer service management (CSM) system to synchronize the conversations and customer information.

All these practical tips are important to keep in mind when you text for your business. Above all, respect your customers’ preferences and reasons why they would want business texts from you. l This is how you will offer your customers the best customer experience ever!

Learn more on transforming your customer communication strategy with text messaging.

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


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Mastering Text Messaging for Business