Although sending messages may seem like second nature to a lot of us, SMS/messaging for business requires a bit more nuance. Here are several best practices to ensure you are putting your best foot forward when communicating with customers:
Every message is valuable.
According to TechCrunch, 9 out of 10 consumers prefer messaging when communicating with businesses. But before hitting send, ask yourself if the SMS/message is relevant and what value it adds. By establishing the messages as valuable to customers, they will anticipate your messages and will be much more likely to open and consume its content. If you fall into a pattern of sending unnecessary and frivolous messages, customers may avoid reading the messages or even view them as intrusive and annoying. Not every marketing campaign warrants an SMS/message. Using messaging wisely is key to establishing trusting relationships with your customers.
Make it personal.
Personalized messaging helps you stand out. Addressing the recipient by name can make them feel as though you specifically thought of them as you constructed the message. Include details you may know about them to show that the relationship is important and their loyalty means a lot to you. When customers feel this added sense of trust, they are much more likely to engage. Offering a promotion that will be of interest is much more likely to be used.
Eltropy’s analytics dashboard helps you gain important insight into your customers that can be used for crafting personalized messages. Additionally, you can create custom, editable message templates – allowing you to share relevant content fast with personalization.
A final tip: Don’t forget to include your name or your business’ name so they know who is messaging them.
Respect business hours.
A message is much less likely to be well-received or even noticed in the middle of the night. Make note of your customers’ time zones and when they are most likely to engage with a message. Bombarding them with messages outside of normal working hours can be viewed as intrusive, which can significantly impact the potential of building a loyal relationship.
Check your work.
While proofreading may seem a bit obvious, it’s easy to quickly hit send before checking your message. Autocorrect may change something at the very last moment and misspellings, typos and other avoidable mistakes come across unprofessional and careless. Don’t let silly errors hurt your chances of building a valuable relationship for your business. Instead, take the extra moment to check your work.
Did you get permission?
Compliance regulations play a big role in sending messages. It’s very important to leverage your business’ messaging in a secure and compliant way in order to boost customer engagement and enhance the overall customer experience. Eltropy understands these regulations may seem cumbersome and difficult to navigate. Let us show you how to shows you how to obtain consent through several ways: Messaging sign ups, email campaigns, and in-person approvals.
Learn more by reading our Credit Union’s Guide to Text Messaging Compliance.
Although sending messages may seem like second nature to most, there are important considerations to make when using it to communicate with members. By partnering with Eltropy, you can help ensure that your messages satisfy both your members’ needs and business objectives while avoiding costly, and often unintentional, mistakes.