6 Common SMS Guidelines that Will Drive Audience Engagement

May 16, 2018 | Back to the Blog

tips for sending business sms that drive engagement

Are you trying to improve your text message engagement rates?

As you’ll see in this guide, it’s easy to increase engagement with your subscribers when you’re using a business SMS service — it just takes a little insider knowledge about the right strategies to use.

And that’s exactly what you’ll get today!

We’re diving into six tips that can help you build a better relationship with your subscribers, which will increase engagement and lead to more sales.

To start, the first tip is pretty straightforward, but it’s one you can’t afford to skip.

#1: Always Ask for Permission

Don’t make the mistake many brands make when they first start using a business SMS service: you must obtain permission to text every new subscriber.

Just because you met someone at a networking event and you have their phone number from their business card doesn’t mean you can automatically add them to your SMS list.

Do this and you could face legal issues due to strict regulations from the FCC.

Not only that, when people are added to lists they don’t want to be a part of, they’ll just unsubscribe and leave, which hurts both your engagement rate and unsubscribe rate.

That won’t get you any closer to improving things; it does just the opposite.

Be sure your new subscribers know exactly what they’re getting into by explaining what they’ll receive when they sign up for your list.

And once you do (legally) add a new subscriber, you’re ready for this next tip.

#2: Start the Relationship Right

If a customer were to walk in your brick-and-mortar store, would you or someone from your team greet them?

Of course you would!

Yet when it comes to starting a digital relationship, such as one via email or text messages, many brands fail to do this simple step — and that’s another big, avoidable mistake.

By greeting your new subscriber right away, you’ll catch them when your brand is still fresh in their mind and you’ll set the proper tone for your text relationship.

Another good way to do that is customizing your approach.

#3: Don’t Forget to Personalize the Experience

At a minimum, you should have your customer’s first name included in the mass texts you send.

This little bit of personalization helps solidify and deepen the relationship between your customer and your brand, and it goes a long way in your customer’s eyes.

It’s also going to help you build trust with them.

Again, consider how this would be in-person.

If a customer is in your store, and you happen to know their first name because they’re a regular, are you going to call them by their name or avoid it?

The answer is clear: you’re going to use their name.

That’s exactly why you should do the same with your text blasts, especially if you’re looking to increase engagement.

Another way to customize the experience for your subscriber is to consider how to personalize the content of your texts.

In your welcome message, include a short text survey asking your new subscribers what they’re interested in.

You could use this type of message if you own a spa, for example:

“We’d love to hear what you’re interested in! Text 1 for facials, 2 for massages, 3 for waxes, 4 for microdermabrasion, and 5 for body wraps.”

Once your subscribers respond, you can then organize them into an Excel or Google Sheet to keep track of the topics your audience actually cares about.

Then, when it comes time to send a message related to those categories, you’ll have a targeted list of who to send your texts to.

And when you combine this with the next tip on the list, you’ll double your impact.

#4: Use One Strong Call-to-Action

If you want to increase engagement with your text alerts, you need to end your messages with one action you want your subscribers to take. This is known as a call-to-action.

In the previous example, the call-to-action was: Text XX for YY.

Did you catch that?

Here’s how to make it work for your business:

Before you start creating your messages, think about the one goal you want your subscribers to take and consider building a strong call-to-action based off that goal.

If you need help coming up with a CTA, here are 26 one liners that can get you started.

Another thing to consider using here, especially when it comes to text messages, is to specifically mention the date and time your promotion ends.

So if you’re selling a BOGO deal for Father’s Day, you can text your subscribers the offer while letting them know it’s only valid on June 17, 2018 and until 11:59 PM EST.

send mass texts to potential customers

This creates a sense of urgency and can also motivate your list to take action, since the offer won’t last forever.

The next tip on the list is one you may not have considered until now.

#5: Have Support Ready to Reply Back to Text Messages

Do you have one dedicated customer support rep handling your text messages?

If not, it’s time to change that.

Since texts are such a personal form of communication, they also make for a nice, private way to communicate with customers who need help.

But that’s only going to happen if your subscribers know they can do this.

You can mention this feature in your welcome text and add it to your website, emails, and at the end of your other texts to ensure your customers know this form of support exists.

Once your customers realize there’s a human on the other end of your texts, they’ll be more likely to reach out and engage.

And in some cases, you may just uncover a gem of a testimonial since not every customer reaches out simply to ask questions or complain.

That’s why it pays to stay on top of this.

And finally, this last tip is certainly worth remembering:

#6: Don’t Lose Your Brand’s Voice

We know, this tip is painfully obvious to the point that it’s almost not worth mentioning, but since text messages are so short — 160 characters max — it’s important.

No matter what form of messaging you use, it’s crucial to stick to your brand’s voice through and through.

make sure your text alerts follow your brand voice

If you start to deviate between the language in your text blasts and your emails, for instance, your brand is going to come across as inauthentic and all over the place — two things that won’t resonate with your customers.

To increase engagement, your brand’s voice should shine no matter what you’re writing.

You wouldn’t write C U L8TR on an email or your website, so don’t bother adding it to your text messages.

Keep your voice consistent and you’ll start driving engagement naturally.

Use These Tips & a Reliable Business SMS Service to Increase Engagement Today

With these tips in tow, you’re ready to build a deeper, more engaged relationship with your subscribers.

Once you master a few, try combining several to really double (or triple) your reach and impact.

To get started with a reliable business SMS service that can handle your mass text needs, begin your free, 14-day trial today!

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About James Pelton

James Pelton is the Founder and CEO of Mobile Text Alerts

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