In today’s digital world, business communication has evolved considerably. One of the most effective ways to connect with customers is through texting. Texting customers can be a powerful tool for interacting with your audience, resolving issues, and boosting sales. However, starting a conversation through text messages requires grace and strategy. In the following, we’ll explore some good conversation topics for texting customers that can help your business thrive in the age of mobile communication.
Why Texting Customers Matters
Before looking into conversation starters, it’s important to understand why texting customers is necessary for your business. Text messaging offers several advantages, including:
- Instant Communication: Text messages are read quickly, making it a great channel for urgent matters or time-sensitive promotions.
- High Open and Read Rates: Incredibly high open and read rates apply to text messages, so you’ll know your messages will be viewed by your customers.
- Personalization: You can personalize text messages to address customers by automatically adding their name while also including your name and company, creating a more intimate connection.
- Convenience: Texting is convenient for both customers and businesses. It allows for quick exchanges without the need for lengthy phone calls or emails. YOu can also easily send pictures of documents that may be needed to support the conversation.
- Customer Engagement: Texting can improve customer engagement. This can lead to increased loyalty and retention.
Now that you understand the importance of texting customers, let’s talk about some conversation starters that can help you make a lasting impression.
Understanding Consent in Customer Texting
When reaching out to customers via text, it’s crucial to be aware of the messages that require explicit consent and those that don’t. This not only ensures you remain compliant with communication regulations but also respects your customers’ privacy and trust.
- Messages That Require Consent
- Promotional Texts: Messages that market or promote your products or services need explicit consent. This includes special offers, discounts, and product launches.
- Surveys and Feedback Requests: If you’re asking for opinions or conducting a survey, the customer should have previously agreed to receive such requests.
- Newsletters and Updates: Regular business updates or newsletters sent via text also require the customer’s prior approval.
Before the core message, you can begin with a preface like, “Hello [Customer’s Name], thanks for allowing us to share our latest offers with you.” Or, “Hi [Customer’s Name], we appreciate you opting in to receive texts from us.”
- Messages That Typically Don’t Require Prior Consent
- Transactional Messages: These are messages linked to a customer’s transaction, like order confirmations, shipping notifications, or appointment reminders and needed in-take forms.
- Problem Resolutions: If a customer has raised a query or complaint, you don’t need additional consent to address their specific issue.
- Safety Alerts: Alerts that concern the safety of a product or service, like a product recall, can be sent without prior consent.
For these messages, driving straight to the point is key. For example, “Hello [Customer’s Name], your order has been shipped.” or “Hi [Customer’s Name], we’re reaching out regarding the issue you reported.”
Regardless of the type of message after customers have opted-in, it’s best practice to occasionally include an option for the recipient to opt-out of future communications. This can be as simple as adding, “Reply ‘STOP’ to unsubscribe” at the end of your message.
With these guidelines in mind, let’s explore more conversation starters.
Conversation Starter Ideas/Personalized Greetings
Start your text conversation by addressing the customer by their name. For example, “Hello [Customer’s Name], we hope you’re having a great day!” Be sure to also include your name and business, such as “Hello John, I am reaching out from [Company Name] about arranging your installation -[Manager’s Name]”. This level of personalization makes it feel like the message was sent one-to-one even though it was automated and creates a more welcoming and friendly atmosphere.
Recent Purchase or Interaction
If the customer has recently made a purchase or interacted with your business, use this as an opportunity to follow up. For instance, “Hi [Customer’s Name], we noticed you recently purchased our products. How are you enjoying them so far – [Manager’s Name], [Company Name]?”
Exclusive Offers
Entice customers with exclusive discounts or promotions. Begin with something like, “Hello [Customer’s Name], as a valued customer, we have an exclusive offer just for you!” This can pique their interest and encourage further engagement.
Feedback Requests
Show your commitment to improving by seeking feedback. Start with, “Hi [Customer’s Name], we value your opinion. Could you please take a moment to share your thoughts on your recent experience with us?” Using open-ended questions makes it easy for customers to share their thoughts.
Event or Product Launch
If your business is launching a new product or hosting an event, inform your customers via text. For instance, “Exciting news, [Customer’s Name]! We’re launching a new product next week. Would you like a sneak peek?”
Seasonal Greetings
Send personalized seasonal greetings to customers during holidays or special occasions. For example, “Happy Holidays, [Customer’s Name]! We wanted to let you know we really appreciate your business and hope you have a wonderful time with your loved ones.” Again, personalize it with a manager’s name and your company name and consider adding a nic holiday image to go with the sentiment.
Problem Resolution
If a customer has raised an issue, start the conversation by acknowledging their concern and assuring them that you’re working on a solution. “Hello [Customer’s Name], we’re sorry to hear about the issue you encountered. Rest assured; we’re actively addressing it” and personalize it with the name of someone at your company.
Learn and Utilize All the Best Texting Methods
Engaging with your customers via text messaging is a valuable asset for today’s businesses. Using these conversation initiators allows you to craft compelling, personalized, and highly effective text messages. This enriches customer relationships and propels business expansion. It’s important to maintain consistency and relevance in your customer texts. Always extend the option to unsubscribe if they desire.
With Textellent, you can harness the potential of heightened customer engagement, which can lead to quantifiable business growth. At Textellent, our mission is to simplify your customer interactions through an acclaimed automated texting service. Contact us today to explore our product offerings and begin your complimentary trial! Let our text-based solutions bring your business to new heights. You can also connect with us via phone or text at 972-200-7250.