Most people own mobile devices and are familiar and comfortable with texting. But texts have gone beyond personal communication. Today, many consumers have opted into receiving texts from companies and organizations they do business with. Businesses use texts to alert customers to sales, send promotional links, confirm orders and deliveries and much more.
We’ll explore business text message marketing and how organizations can use this powerful and affordable customer communication tool.
How do businesses use text messaging services?
The benefits of text message marketing go beyond sending promotional messages. Businesses use texting to build customer relationships, encourage repeat purchases, provide updates, gather feedback and keep customers engaged throughout the buying journey.
Exactly how you use business texting depends on your goals. Below are 12 of the most popular and effective ways companies use text message marketing.
1. 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. In fact, according to SimpleTexting’s 2026 SMS Marketing Report, 76 percent of consumers who subscribe to business text messages do so to receive appointment and reservation reminders. These messages also reduce the time employees spend calling customers, which can improve overall business efficiency.
2. Payments and billing reminders
Many customers pay bills online but may forget to submit a payment before the due date. A text reminder can help keep payments on track and reduce late payments.
Businesses can also accept mobile payments via SMS by sending customers a link to a secure payment page, a process known as text-to-pay. Text-to-pay benefits both businesses and customers. Businesses can collect payments faster, while customers can avoid late fees, interest charges and other penalties.
Sometimes customers don't need another invoice — they just need a reminder. A text message a few days before a bill is due can encourage on-time payments and help keep
cash flow on track.
3. Order confirmations and delivery updates
Customers want to know that their order was received and when it will arrive. Many businesses with online stores use automated text messages to send order confirmations, shipping notifications and delivery updates throughout the fulfillment process.
These messages help set expectations, reduce customer service inquiries and give customers real-time visibility into their order status.
4. Birthday and anniversary messages
Personalized text messages can help encourage long-term customer loyalty and strengthen customer relationships. Many businesses send birthday greetings, customer anniversary messages or special offers tied to these milestones.
A simple message can make customers feel valued and keep your brand top of mind. Adding a discount, reward or other exclusive offer can make these messages even more effective.
5. Event reminders, updates and promotions
Text messages are an effective way to promote upcoming events and keep attendees informed. You can use texts to share event details, send reminders and communicate schedule changes or other important updates.
Texting can also help increase engagement during and after an event. For example, you can encourage attendees to participate in contests, answer trivia questions or share photos. After the event, follow up with a text survey to gather customer feedback and learn what worked well and what could be improved.
According to SimpleTexting's 2026 SMS Marketing Report (cited above), more than 85 percent of consumers have opted in to receive text messages from at least one business — a sign that texting has become an accepted communication channel.
6. Taking orders by text
Some small businesses use text messaging to accept simple orders without investing in a dedicated ordering app. This approach can work well for restaurants, bakeries, florists and other businesses that regularly take custom or repeat orders.
Businesses can also use text messages to share limited-time specials or product availability, making it easier for customers to place an order quickly.
7. Customer service and support
Many customers would rather send a quick text than call a customer service line. Offering customer service via text gives customers a convenient way to ask questions, request assistance and resolve issues without waiting on hold.
Many business texting platforms support two-way conversations, allowing customer service teams to manage text inquiries from a centralized dashboard or directly through a company website.
8. Customer feedback and preference polls.
Text messaging can be an effective way to gather customer feedback and learn more about your audience. Businesses can use text-to-vote polls, surveys and other feedback requests to collect insights about customer preferences, purchasing habits and overall satisfaction.
The information you gather can help you refine your products, services and marketing efforts. For example, you might use survey responses to create more targeted promotions or identify areas where the customer experience could be improved.
9. Contests and giveaways
Text messaging can be a simple way to run contests, giveaways and sweepstakes. Businesses can ask customers to text a keyword, enter a code or respond to a message for a chance to win a prize. These promotions can help increase engagement, encourage participation and attract new customers.
Before launching a social media contest or sweepstakes, take time to understand the rules that apply in your area. Requirements can vary by state, province or country, so check the relevant regulations and talk to a lawyer if you’re unsure about compliance obligations.
10. Coupons and discounts
Text messaging can be an effective way to distribute coupons, announce discounts and promote special offers. Sending offers directly to customers’ phones can encourage store visits, increase online orders and help businesses generate interest in new products or services.
Customers are far less likely to misplace a coupon that’s already on their phone. Businesses can use text messages to deliver discounts, promote flash sales and highlight limited-time offers, giving customers a reason to act before the promotion ends.
11. Referral requests
Referrals can be a powerful source of new business. Text messaging gives businesses a quick and convenient way to ask satisfied customers to recommend their products or services to friends, family members and colleagues.
Many businesses also use text messages to promote referral programs that reward customers for successful referrals. Offering discounts, account credits or other incentives can encourage more customers to participate.
12. Educational and inspirational content
Some businesses use text messaging to share helpful tips, educational content or motivational messages that are relevant to their audience. When used thoughtfully, these messages can help keep customers engaged and reinforce your brand’s expertise.
The messages you send should provide value beyond promotions. For example, a gym might share workout tips or healthy habits, while a financial advisor could offer budgeting or savings advice.
Follow
text message marketing best practices to build trust and maintain customer engagement. Always obtain permission before sending marketing texts, provide an easy way to opt out and keep messages relevant, concise and valuable to your audience.
Text messaging tips
After customers opt in to receive text messages, how you communicate with them matters. The following tips can help you improve engagement and get more value from your text message marketing efforts.
Time your messages carefully.
The timing of your text messages can have a powerful effect on how customers engage with them. Consider your audience’s schedule and test different send times to determine what works best.
“Timing is crucial,” cautioned 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.”
Portman also emphasized the importance of moderation. “Sending texts too often can turn customers away. Find the right balance through testing,” he said.
Finding the right cadence is just as important as finding the right send time. According to the EZ Texting report cited earlier, 40 percent of consumers unsubscribe from business texts because they receive messages too frequently, making it the top reason consumers opt out.
Use customer data to personalize messages.
Customers don’t want generic text messages. According to EZ Texting’s 2026 Consumer Texting Behavior Report (cited earlier), only 9 percent of consumers say they prefer generic business texts. By using customer data such as purchase history, location and preferences, businesses can send more relevant offers, reminders and updates, increasing the chances that the recipients will engage with the message.
Greg Zakowicz, senior e-commerce expert at email and SMS platform Omnisend, said businesses are increasingly using customer data to make SMS campaigns more targeted.
“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.”
Make your messages easier to act on.
The best-timed, most personalized message can still fall flat if customers have to work to respond. Clear calls to action, simple reply options and links that take customers directly to a relevant page can help reduce friction and improve engagement.
Businesses that want customers to do more than read a message can also explore Rich Communication Services (RCS). RCS supports interactive features such as images, buttons and product carousels, making it easier for customers to browse products or respond without leaving the conversation. Apple added RCS support in iOS 18 in 2024, helping bring the technology to both iPhone and Android users.
Before committing to a platform, think about how you plan to use business texting. The
best text message marketing services support a range of use cases, from customer service and payment reminders to promotions and surveys.
How does consent work with business texting?
Before sending marketing text messages, make sure customers have agreed to receive them. While text message laws and consent requirements vary somewhat between the United States and Canada, businesses generally must obtain permission before sending promotional texts, explain what subscribers can expect and make it easy for recipients to opt out.
- U.S. text message consent regulations: In the United States, the Telephone Consumer Protection Act (TCPA) generally requires businesses to obtain a customer’s prior express written consent before sending marketing text messages. Consent may be collected through paper forms or electronic signatures. However, consent to receive emails or phone calls doesn’t automatically extend to marketing text messages. The FCC’s 2024 TCPA update also generally requires consumers to opt in to communications from one seller at a time rather than multiple companies through a single form.
- Canada text message consent regulations: Canada’s Anti-Spam Legislation (CASL) allows businesses to rely on either express or implied consent in certain situations. For example, an existing business relationship may create implied consent for a limited period. Customers can also provide express consent to receive text messages. Businesses must clearly identify themselves in their messages and provide a simple way for recipients to unsubscribe.
Regardless of location, businesses should clearly explain what subscribers can expect and make it easy for them to opt out.
- Set clear expectations: Businesses should be transparent about the type of messages customers will receive. “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,” Zakowicz noted.
- Opting out: Customers should also be able to stop receiving messages just as easily as they signed up for them. “When a customer replies ‘STOP,’ businesses should use automated systems to immediately remove them from the subscriber list,” Portman advised. “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. Source interviews were conducted for a previous version of this article.
