Communications

5 Fundamentals to Master SMS Customer Engagement

A long-lasting, prosperous firm depends on developing relationships with its clients. When it comes to the definition of the phrase, continual contacts and undivided client attention are its two main components. 

Any time your company interacts with a consumer, you have the opportunity to set your brand apart from the competition. This might be essential to prolonged longevity and growth as the business environment becomes more competitive by the day. 

Text messaging is an effective technique to stand out from the crowd and expand your audience. With 98% open rates and eight times the response rate of email, it is obvious that customers are more inclined to compose a message, click on a link, or finish a transaction. 

Here are 5 key strategies to help your SMS marketing leave a lasting impression on your audience.

Pay attention to when you send 

You can often anticipate that a text message you submit will be read in 90 seconds. One thing is for your message to be seen; another is for it to inspire action or inspire confidence. Take into account when and how frequently you send SMS to affect engagement. 

An appropriately timed and written content will improve response actions. Your message may offer a reward for visiting an abandoned cart, a simple request to confirm an appointment, or a survey asking for feedback on a previous service. Follow following advice to maximise timeliness:

  • Use terms like “just 24 hours left” or “while supplies last” in promotional messaging, if true and appropriate, to create a sense of urgency and encourage action. 
  • If your contacts are in various time zones, send during hours when it is OK to do so and verify local timings. Our Social Sending function is used by our clients to automate this. 
  • Avoid sending too many communications too frequently since this might raise opt-out rates. Quantity is less significant than quality.

Incorporate images, GIFs, and emoticons

Although sending SMS to clients is effective, employing MMS (or Multimedia Messaging Service) can assist to improve communication. Visual representations of a product or service let customers visualise themselves using it, which creates an emotional connection.

Put a call to action in 

SMS is a useful tool for eliciting a response or action. It’s common for people to check their mobile phones frequently, thus it makes sense to check texts. As SMS provider Australia needs clients to opt in to hearing from you, your message is less likely to get buried in their inbox like emails often do. 

When making a request, be certain that your message is understood. Make your text approachable yet succinct, whether you’re confirming an appointment with a client, urging a lead to click on a link, or requesting that a consumer pay a bill online. When creating CTAs, keep the following in mind:

  • Use a URL shortener so that fewer characters are used. When transmitting through our portal, our clients can use the short, trackable URLs we provide. The URLs are automatically shortened to 22 characters, and you can also see who and when clicked. 
  • For even more effective marketing initiatives, create mobile landing pages. All that is required is to personalise our pre-made templates for your brand. If you don’t want to rely on a developer or designer, this is a great choice. 
  • A logical sender ID should be chosen. Two-way texting is possible with a dedicated number. Customers cannot reply when an alpha tag (11 digits or letters) is used, but it instantly identifies the recipient. To compare them, view our infographic.

Give them a hand 

A positive client experience depends on convenience. Give your receivers simple, obvious alternatives to pick from if you want them to respond to you right away. They may act more quickly as a result and continue with their day. 

To create automations, our clients can utilize predefined keywords. For instance, an opt-out option should be included in all marketing communications. Contacts’ cell numbers will immediately remove themselves from contact lists once they text STOP. If you wish to:

  • To save time and decrease no-shows, automate booking confirmations and reminders. Simply ask customers to respond with Y or N and provide a phone number they may contact if they need to reschedule. 
  • Reduce your character count or make your reply options more appropriate for your message by doing so. The appropriate follow-up message may then be sent automatically by setting up keyword triggers. For instance, respond with Y if the text contains X.

Ask for opinions 

Receiving frank feedback on your goods or services is essential for your company to grow. By discovering what is important to your target customer, you can continuously improve your product. Additionally, you’ll have the chance to satisfy those who weren’t completely satisfied. 

Due to the fact that consumers love understanding that their opinions matter to your company, this will assist to increase client loyalty and word-of-mouth. An easy yet crucial part of a customer engagement plan is sending a text message following an encounter.

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