Nearly 7 in 10 consumers (69%) would rather connect with brands over text rather than calls. So if you’re seeking quick, impactful communication that actually resonates with your customer needs, look no further than SMS. How can you use SMS to its full potential?
Here are some top ways you should be using business SMS messaging.
- Reminders
- Alerts
- Verifications
- Updates
- Opt-in campaigns
- Marketing promotions
- Customer service
- Internal communication
1. Reminders
From upcoming booking and appointments to payments and even limited-time sales, a quick text can be all it takes to remind your customer that a deadline is approaching. And thanks to the accessible nature of mobile phones, it’s easy to read and interact with a text even when you’re on-the-go.
Here are some examples of the kinds of reminders you could send:
- Appointment reminder – Hi [NAME], your appointment with [DOCTOR NAME] is on [DATE] at [TIME]. Please confirm by replying with Y or N to reschedule.
- Booking reminder – Hey [NAME], your booking at [VENUE] is on [DATE] at [TIME]. Give us a call if anything changes or adjust your booking here: [LINK]
- MOT reminder – Hello, this is a reminder that your vehicle [REGISTRATION] is due for an MOT on [DATE]. Please visit [LINK] to book online.
- Collection reminder – Your order is still waiting for you at [LOCATION]. Please pick it up by [DATE].
- Payment reminder – Hi [NAME], the scheduled payment for [AMOUNT] will be taken from your account by [DATE]. To make changes to your payments, please visit [LINK].
- Sales reminder – Hey [NAME], it’s your last chance to take advantage of our biggest sale of the year! 🙏 Browse your wishlist and bag a bargain now: [LINK]
2. Alerts
As SMS relies on a cellular connection rather than WiFi/5G and boasts near-instantaneous delivery, it’s a great way to keep your customers informed of any essential alerts.
For example:
- Security alerts – We have detected unauthorised access on your account. Change your password as soon as possible.
- Maintenance alerts – We are conducting essential maintenance from [DATE] to [DATE], so you may experience intermittent service during this time. We apologise for any inconvenience.
- Safety alerts – [THREAT] warning in place for [AREA] until [DATE/TIME]. More info: [LINK]
- Closure/unexpected changes to opening hours – [SCHOOL] will be closed today due to [INCIDENT]. Regular school hours will resume from [DATE].
- Utility alerts – [WEATHER] has the potential to cause significant disruption and prolonged power outages. In anticipation, we’ve increased the number of crew and equipment to respond to outages as quickly and safely as possible.
- Traffic alerts – Please be aware that [ROAD] will be closed from [DATE] to [DATE] for repairs. Consider alternative routes and allow extra time for travel.
3. Verifications
SMS is a great channel you can use to send one-time passwords, codes and other messages to help customers confirm their identity. Not only does this keep your customers’ accounts secure, but it also gives them peace of mind that your business is committed to keeping their information safe.
- 2FA codes – Your one-time password is [NUMBER]. Do not share this password with anyone. This password will expire in [TIMEFRAME].
- Password changes – Your password has just been changed. If this was not you, please get in touch with us now.
- Sign-in alerts – Sign in attempt from [LOCATION]. If this was not you, please change your password now: [LINK]
4. Updates
Keep customers informed with a quick update via SMS. This category is quite broad – whether it’s an order update, a payment receipt or a travel-related update, customers welcome SMS updates because they’re quick and easy to consume.
Here are some examples:
- Purchase confirmation – Thanks, [NAME], for your order! We really appreciate your business 💜
- Dispatch update – Hi [NAME], your [ORDER NUMBER] is on the way! Track your delivery here: [LINK]
- Refund update – Hi [NAME], we have received your return for order [NUMBER] and a refund has been sent to your original payment method!
- Opt-in confirmation – Thanks for signing up to receive updates from us! Text HELP if you have any questions and STOP to opt out.
- Payment receipt – Hi, thanks for your order. We have received your payment.
- Travel update – Hello, just a reminder that the [SERVICE] will not be running on [DAY] due to maintenance. There will be a replacement bus running to [LOCATION].
- Application update – Hello [NAME], thanks for sending your documents over to us. Your application has been successful.
- Recruitment update – We have [NUMBER] candidates who might be suitable for [ROLE]. Please reach out to your Account Manager on [NUMBER] for more information.
5. Opt-in campaigns
For the best performing SMS campaigns, you should strive to gain your customers’ opt in first. That’s how you can separate the good leads from the bad ones. You can start by offering your potential recipient an in-store brochure or send an email that includes an exclusive offer if they sign up to your SMS list.
When they opt in, ensure you send a welcome text that briefly outlines the value your SMS newsletter offers. Don’t forget to also include your welcome offer (if you’ve promised this).
You can go for a single opt-in approach or the double opt-in.
| Single opt-in: Thanks for signing up to receive updates from us! 🙌 We’ll send you the latest news on sales, product drops, and more. | Double opt-in: Confirm your subscription to receive updates, marketing msgs, cart reminders and more from us? Reply with Y. Y Thanks for signing up to receive updates from us! 🙌 We’ll send you the latest news on sales, product drops, and more. |
6. Marketing promotions
Marketing is one of the most popular ways to use SMS. With a 98% open rate and 90% of people opening texts within the first three minutes of receiving them, there are few channels better suited to bulk SMS marketing campaigns.
Here are some examples:
- Special events – It’s our [NUMBER] birthday! Celebrate with us in our big birthday sale 🎂
- Drive to store – Hi [NAME]. Get an extra 20% off until [DATE] on our [SEASON] sale when you visit our stores!
- Seasonal sales – [BRAND]: Hey VIP, the big [SEASON] event is about to start and you get early access 🎉 [LINK]
- Limited-time offers – LAST CHANCE: You’ve got [HOURS] until our exclusive offers for [SEASON] end. Act fast and save lots: [LINK]
7. Customer service
Excellent customer service is underpinned by fast response times, helpful/knowledgeable staff and the ability to efficiently resolve an issue. Sending emails back and forth or waiting in a virtual queue for hours doesn’t quite meet these expectations.
SMS, on the other hand, can allow you to connect with customers more quickly and via a channel they love. Gone are the days of having to repeat the same conversation because the chat’s timed out or the call has unexpectedly ended.
Here are some ways to use SMS for customer service:
- Share knowledge based resources
- Assist with account issues
- Request feedback
- Help with order issues
8. Internal communication
SMS can keep your employees informed as well as your customers. For example:
- Shift scheduling – [LOCATION] needs a cover for [TIME]. Please ring [SUPERVISOR NAME] if you are available.
- Meeting reminders – There will be a company-wide meeting off-site on [DATE]. Please confirm whether you’re able to attend and dietary requirements here: [LINK]
- Security updates – There is an incident occurring in [LOCATION] today. Please work from home where possible and if you have to commute to the office, please be careful.
- Feedback – On a scale of 1 to 10, how likely are you to recommend [COMPANY] as a workplace? (1 = not at all, 10 = extremely likely)
- Seasonal greetings – Happy [HOLIDAY]! We hope you have a wonderful break.
Kickstart your business SMS messaging with TextAnywhere
As you can see, there are many ways SMS can be used to enhance your business communication strategy. Not only can this channel help your messages be noticed and quickly interacted with, but it also allows you to target customers where they’re most likely going to be found.
Ready to start your SMS journey? Reach out to us today.
