Business Texting/SMS: Essential Tool for Communication

Business text messaging is the most preferred communication channel in this modern era. As 85% of consumers prefer texting over phone calls and emails, it emerges as an essential feature for businesses to engage with customers. Business texting or short messaging service (SMS) enables two-way conversations among business employees and customers. A business can easily reach or respond to customers via a text message-enabled phone system. Whether you run a small or big company, communicating through text is a primary way to compete and succeed in your industry.

Reasons Why You Should Use Business Texting

Text messaging fosters instant and effective communication, as most of us prefer to send a text rather than a call. Here are a few reasons to begin using business text messaging.

Business Texting provides a one-on-one conversation.

Business text messaging offers a way to have a real-time one-on-one conversation with customers. Instead of sending pre-written one-way robotic messages, businesses can actively engage with customers to meet their needs. Conversational texting makes your business sound responsive and shows care toward customers.

Let's say you're considering installing a solar system at your home. Instead of calling and waiting to connect with a solar company, you can directly converse with the installation company through SMS. They'll better understand your requirements once you share videos and images, and you'll receive a customized quote, all through text messages. In this way, businesses save time, drive team efficiency, and satisfy their customers.

Higher open rates and faster response times.

Do you know that Americans check their smartphones 96 times a day?  Business texting empowers you to contact them on their best-loved device. In fact, 90% of smartphone users read SMS in just 3 minutes as they always keep their phones nearby. Text messages have a 98% open rate, while the chances of receiving a response are 45% higher than for email, which is only 6%. Usually, it takes consumers 90 seconds to respond to a text message. Actually, business texting gives you better and faster results as you can communicate with your customers quickly and efficiently.

More Personal.

Text messages, a primary medium used for personal communication, bring a unique personal touch to business interactions. When businesses use text messages to engage with customers, it makes them feel valued, thereby enhancing customer trust and satisfaction. Suppose you are an eCommerce business. Instead of sending an email to update the customer package, which is less likely to be read, you send them a message to check and update them regarding their parcel. This adds a personal touch and shows responsiveness that your business cares about customers.

High Efficiency.

Business texting often bridges the communication gap with customers that emails and missed calls create. Text messages will be less likely to end up in spam folders like emails, ensuring that significant information reaches its target. On the other hand, calls can be missed when your potential customers are busy. However, the beauty of the text is that they can be seen and answered later at convenience. Meanwhile, auto-replies help your business support and engage your customers around the clock with their common queries. This increases your business's efficiency as it saves time and resources while providing an instant response to customer inquiries.

Best Use Cases For Business Text Messaging 

There are many ways that businesses use text messaging to expand their business while improving customer experience and satisfaction. Here are some leading ones;

Customer support

Customer satisfaction drives a business and generates revenue. You can only satisfy them by addressing their needs. An effective SMS service to assist them and foster their experience. Here are a few ways to use business texting for customer support.

• Answer customer questions quickly with your business number SMS service. 
• Send reminders and notifications simultaneously to a massive customer.
• To guide customers who need help to use product features.
• Follow-up text after the service call for detailed written information and to make them believe you care.

Appointment Reminders

Businesses use texting to send appointment scheduling and reminders to customers. You can add the date and time of the appointment, the purpose of the meeting, and the company address in case of a physical meeting. Sending your clients appointment reminder texts reduces the cancellation rate. Additionally, businesses can save employees time by reminding customers through text messages, which improves overall business efficiency.

Special Offers and Promotions

Around 54% of customers favor receiving promotional offers through SMS. In fact, 75% of consumers made purchases through brand SMS messages. Business texting propels actual desired results. It saves time and generates sales because SMS has the highest open rate compared to email. You can confirm meetings with potential customers, provide sales quotes, and follow up leads through business texting SMS.

Team Collaboration

Connecting with your team through business text messaging is easy and promotes effective collaboration. Regardless of where team members are, they can send and receive messages on mobile phones via the Internet. 

• Your employees can efficiently respond and receive the SMS on the go.
• You can share tasks with your team via text message.
• Update them regarding meetings and appointments.

Best Practices for Successful Business Texting

Respond Promptly

Make sure you respond to customers quickly to make a positive impact on your business. Long reply waiting times can make your customers move to your competitor. Your prompt response shows your business is attentive and ready to help customers. By offering value through quick responses, you bring in more business, as customers may share positive experiences with friends and family. In the meantime, auto-reply messages can help you answer common business queries quickly. 

Use a conversational tone.

Refrain from being formal and sound robotic in your business texting. Chat naturally to convert your potential customer into your raving fan. Your messages must be concise, relevant, and personalized so they feel actively listened to and valued.

Ask for Feedback

Texting allows you to collect feedback about your events, workshops, products, or services. SMS surveys can help you gather valuable insights through customer opinions. Ask in a personalized message; let's understand it by example.

Don't: Hello. Fill out this form about the company XYZ services.

Do: Hi David, Thank you for choosing our services. Please take a few moments to share your opinion about services. Your feedback helps us improve.

Understand the legal requirements.

Before implementing text messaging in your business protocols, you must ensure it follows industry best practices and legal requirements. 

• Get consent from customers before sending messages using your business phone number. Telephone Consumer Protection Act (TCPA) rules that businesses must have written permission before sending promotional text messages to customers. Companies can offer a way to subscribe and unsubscribe. 
• Every promotional text message must include clear opt-out instructions for recipients who want to quit the SMS service. Usually, the instructions are written as follows: “To stop receiving messages from us, reply with "STOP."
• Phone companies and the government have fixed standards for uninvited phone calls and text messaging. The Cellular Telecommunications Industry Association (CTIA) and the Telephone Consumer Protection Act (TCPA) monitor message content and sending frequency. Therefore, ensure that you choose a business phone company that recognizes the TCPA laws to keep your brand away from spam.

Tap into your customer's favorite communication channel with our efficient texting platform.

It's clear that most customers prefer texting/SMS-based business communication. However, it's essential to implement it with a reliable and efficient VoIP business phone system to make the most out of it. Optimize your business communication with a Transparent VoIP. Transparent VoIP is a one-size-fits-all solution where a business can text, call, and use other advanced features for higher efficiency. In the meantime, you can seamlessly integrate with your favorite communication apps. With our dedicated customer support, you can expand your business at less expense.