Guest Post: 10 SMS Automation Best Practices for Exceptional Customer Satisfaction

This week, we feature an article by Philip Portman, Founder/CEO of Textdrip, a texting platform for insurance, mortgage, real estate, and solar sales. He shares how SMS automation can be leveraged to enhance customer experiences by providing personalized and timely interactions.

In an era where customers value personalized and timely interactions, SMS automation has emerged as a powerful tool to create exceptional customer experiences. When leveraged effectively, SMS automation can not only enhance customer satisfaction but also boost engagement and loyalty. Here are the best practices for adopting the full potential of SMS automation to deliver outstanding customer experiences.  

1. Obtaining Permission and Consent

Before you start sending SMS messages to customers, it’s imperative to gain their explicit permission and consent. This not only ensures compliance with legal regulations but also respects your audience’s preferences. Customers who willingly opt-in to receive SMS messages are more likely to engage with your brand positively. 

To obtain consent, consider implementing opt-in checkboxes during sign-up processes or clearly state the terms and conditions of SMS communication. Respect opt-out requests promptly to maintain a positive brand image. 

2. Segmentation for Targeted Messaging

One-size-fits-all messaging rarely works in the world of SMS automation. Instead, segment your customer list based on preferences, behaviors, or demographics. Segmentation allows you to send tailored messages that resonate with specific groups of customers. For instance, you can send different messages to new customers, loyal customers, or those who abandoned their shopping carts. Segmentation increases the relevance of your messages and enhances customer engagement, ultimately leading to better experiences. 

3. Personalization for a Personal Touch

Customers appreciate when businesses take the time to personalize their messages. Use customer data to include the recipient’s name and reference past interactions or purchases.A report by Accenture Interactive revealed that 91% of consumers are more likely to shop with brands that provide personalized offers and recommendations. Personalized SMS messages can significantly influence customer satisfaction and purchasing decisions.

For example, a message like, “Hi [Customer’s Name], we noticed you enjoyed our latest product. Here’s an exclusive offer just for you!” can go a long way in making customers feel valued and recognized. 

4. Timing and Frequency Considerations

The timing of your SMS messages can significantly impact their effectiveness. Avoid sending SMS messages during late hours or inconvenient times to prevent annoying customers. Additionally, be mindful of message frequency. Too many messages can lead to customer frustration, while infrequent communication may result in missed opportunities. A survey conducted by Twilio found that 85% of respondents preferred to receive appointment reminders via text message, showcasing the relevance of SMS and the importance of timing in messaging. 

Find the right balance by considering your audience’s preferences and behaviors. Sending messages at optimal times and frequencies can maximize engagement and create positive experiences. 

5. Crafting Value-Driven Content

Every SMS message should provide value to the recipient. Whether it’s a special offer, important information, or exclusive updates, ensure that the content is relevant and beneficial to the customer. When customers consistently find value in your messages, they are more likely to stay engaged and loyal to your brand. 

6. Clear Calls to Action (CTAs)

To drive customer engagement, include clear and actionable Calls to Action (CTAs) in your SMS messages. Whether it’s encouraging customers to click a link, make a call, or visit your store, make the desired action explicit. A well-crafted CTA can guide customers on the next steps, increasing the chances of conversion and a positive experience. 

7. Keeping Messages Short and Concise

SMS messages come with character limits, so it’s crucial to convey your message concisely. Get to the point and provide essential information within the constraints. Avoid long-winded messages that may overwhelm recipients or be cut off. 

8. Utilizing Visuals and Links

Incorporate links in your SMS messages to direct customers to your website, app, or landing page for additional information. Visuals, if applicable, can also enhance engagement. Multimedia messages (MMS) can include images or videos that provide a richer experience for customers. 

9. Two-Way Communication and Engagement 

In the world of SMS automation, it’s not just about sending messages but also about fostering two-way communication. Allow customers to respond to your messages, and be prepared to engage in meaningful conversations. Whether it’s answering questions, addressing concerns, or providing personalized assistance, being responsive creates a sense of connection and demonstrates your commitment to customer satisfaction. 

Two-way Texting can also be leveraged for feedback collection. Encourage customers to share their thoughts and opinions through SMS, and use this valuable feedback to refine your messaging and improve the overall customer experience. 

10. Automation Rules and Triggers

Efficiency is a key benefit of SMS automation, and you can take it a step further by implementing automation rules and triggers based on customer actions. For instance, after a customer makes a purchase, you can set up an automated “Thank You” message with a special discount for their next purchase. If a customer abandons their shopping cart, an automated reminder SMS can prompt them to complete the purchase. 

By setting up these rules and triggers, you not only save time and resources but also ensure that your SMS messages are timely and relevant. This proactive approach enhances customer experiences and can lead to increased sales and customer trust. 

In conclusion, SMS automation can be a powerful tool for delivering exceptional customer experiences. By following these best practices, you can not only improve customer engagement and loyalty but also ensure that your SMS campaigns comply with regulations and respect customer preferences. Remember that SMS automation, when executed thoughtfully, can be a win-win for both your business and your valued customers.

Philip Portman is the Founder and Chief Executive Officer of Textdrip. Beyond his success with Textdrip, Phil has a track record of launching multiple startups, including Landline Remover, Argos Automation, Recruitdrip, and more.

Read Shep’s latest Forbes article: Embrace Customer Expectations: Master The Customer Hierarchy Of Needs