12 Best Ways to Use Business Texting

How do businesses use text messaging services?

On the surface, business text messaging is simply a way to send a customer or group of customers a message via text message. However, there is a range of things you can include in these text messages, depending on what you want to accomplish. Below are 12 of the most popular ways to use business text message marketing services.

1. Use business texting for appointment reminders and scheduling.

Like email automation, automated text messages are an excellent way to help customers schedule appointments and receive timely reminders. Scheduling and reminder texts are convenient for businesses and customers while helping lower cancellation rates. They also reduce the time employees spend making phone calls to customers, helping improve overall business efficiency.

2. Use business texting for payments and billing reminders.

Many customers pay their bills online but might forget to pay by the deadline. Sending an attention-grabbing text notice that their bill is due will help customers make timely payments.

You can also accept mobile payments via SMS by sending customers a link to a payment page; this is called text-to-pay. Text-to-pay benefits businesses and customers: The business gets the money it’s owed and customers won’t incur unnecessary interest charges and fines.

3. Use business texting for order confirmation and delivery updates.

If you have an online store, you know that customers expect order confirmations and delivery updates. Many online businesses have incorporated text messaging into their inventory systems to send these updates. Customers like knowing their order status in real time. 

4. Use business texting for birthday and anniversary messages.

Customer loyalty is important as it’s a great way to build brand affinity. You can do this by sending customers birthday and anniversary greetings. People usually like being acknowledged on these occasions, so reaching out to customers will create goodwill. Your business message will also stand out from other birthday and anniversary messages.

5. Use business texting for event reminders, updates and promotions.

Send text messages to inform prospects and customers of events and promotions before they occur. You can provide updates and schedule changes before the event and send out text messages after the event to get their opinions and impressions. You could then use customer feedback to improve your customer service or online user experience. 

You can also get creative with text messages during an event. For example, request selfies, conduct a scavenger hunt or ask trivia questions for prizes.

6. Use business texting to accept one-off orders.

Many restaurants use smartphone apps to support online ordering, but these apps can be too expensive for smaller restaurants and businesses. Instead, use the best business texting services to take one-off orders, promote new offerings and limited-time specials, announce company news and collect customer feedback.

7. Use business texting to enhance customer service.

Many businesses use text messaging for customer service. Business texting can enhance your customer service strategy, as many customers prefer texting over speaking with customer service reps by phone. Additionally, many business texting services let you create browser portals that provide customer support texting from your business website. 

8. Use business texting to conduct customer preference polls.

Learn what’s important to customers to serve their needs better. Use business texting to send text-to-vote SMS polls to gather survey data on customer insights. You can then personalize your offerings according to the preferences of various audience segments. For example, you can run different promotions for customers with and without children.

9. Use business texting to facilitate contests.

Contests are an effective way to increase customer loyalty and attract new customers. Use business texting to ask customers to enter a code to participate in sweepstakes or choose random numbers to award prizes during special days and promotions. Different jurisdictions have specific legal considerations about social media contests, for example, so consult with legal counsel to ensure compliance before initiating a contest.

10. Use business texting for coupon and discount distribution.

Coupons drive engagement and text messaging is an effective way to distribute coupons and announce discounts and specials to customers. Texted coupons can encourage more customers to visit your store or place orders on your website. 

With texted coupons, customers don’t have to worry about lost or expired paper coupons. You can also promote flash sales by text message to create greater urgency for your products or services.

11. Use business texting to gather referrals. 

Word-of-mouth recommendations are an effective way to grow your business and drive higher levels of customer satisfaction. Send text messages to your best customers, asking them to refer their friends to your business. Add discounts and other rewards to incentivize customers to help increase referrals.

12. Use business texting to send inspirational and motivational messages.

Inspirational and motivational text messages can help your business stay top of mind with your customers and increase engagement. The types of messages you send will depend on your business. For example, if you operate a gym or other health-oriented business, you can send health-focused text messages in the morning to help customers start their day on a positive note.

3 bonus text messaging tips

Here are three additional ways that you can use texting to boost your business.

1. Time your texts right

When you send your text messages can make a real difference. “Timing is crucial,” according to Philip Portman, CEO and founder of automated text message marketing software Textdrip. “A well-timed message like, ‘Happy Friday, Sarah! Your weekend just got better with 20 percent off your favorite products! Shop now [link],’ sent around noon when people are more likely to check their phones, can have a huge impact.” 

Using your customer’s name or sending content based on past purchases can make the messages a business sends seem more relevant, but timing is important here as well. “Don’t overdo it,” advised Portman. “Sending texts too often can turn customers away. Find the right balance through testing.”

2. Hyperpersonalize your campaigns

Hyperpersonalization is the next step beyond personalization, taking things even further. By using detailed customer data, you can send highly specific messages based on preferences, location and purchase history.

Greg Zakowicz, senior e-commerce expert at email and SMS platform Omnisend, business.com that embracing hyper-personalization not only improves the customer experience but also puts your business at the forefront of SMS marketing trends. 

“With the increasing amount of data businesses have on their customers, SMS marketing is evolving to be more targeted,” he said. “Instead of generic messages, businesses can now send tailored offers based on a user’s preferences, location and purchase history. This makes SMS campaigns feel more relevant, leading to higher engagement and conversion rates.”

3. Embrace Rich Communication Services (RCS)

Businesses can use RCS to send multimedia messages with images, buttons and carousels. It’s like MMS but has higher texting and data limits, typing indicators, such as on Apple’s iMessage or WhatsApp, read receipts and group chat.

RCS, like MMS, is expected to enhance customer engagement and provide end users with a richer experience. “By adopting RCS, you can offer a more dynamic and engaging messaging experience that stands out from traditional text messages,” said Maria-Anna Ratushna, founder and CMO at the Brandualist marketing agency.

RCS is widely available in North America and Europe and is gaining popularity with business users, too. 

How does consent work with business texting?

Text message laws regarding consent differ slightly in the United States and Canada:

• U.S. text message consent regulations: In the U.S., according to the Telephone Consumer Protection Act, your company requires the customer’s express, such as written, permission to send text messages to their phones and mobile devices. Written consent can involve signing a physical document or using a digital signature. Even if your company has permission to contact a customer by email or phone, you must get their express permission to contact them by text messaging.
• Canada text message consent regulations: According to Canada’s anti-spam legislation, consent may be either expressed or implied. If a customer does business with your company, they provide implied consent to contact them for the next two years. Customers can also provide express written consent to contact them by text message. Your text messages must identify the sender clearly and provide an opt-out option.

It is important to be transparent with consumers about the type of content you want to send them. “To make sure your clients trust you to send them relevant messages, clearly explain what will be in the messages they are opting in to receive,” said Zakowicz. 

Always include a simple opt-out mechanism. “When a customer replies ‘STOP,’ businesses should use automated systems to immediately remove them from the subscriber list,” recommended Portman. “Sending a confirmation message upon opting out — such as, ‘You have been unsubscribed and will no longer receive messages’ — is a best practice. This provides assurance to the customer that their request has been processed, helping maintain a positive brand reputation.”

Mark Fairlie and Jennifer Dublino contributed to this article.