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5 Ways to Use Text Message Marketing for Great Customer Service

Resources & Blog

5 Ways to Use Text Message Marketing for Great Customer Service

Introduction

When you hear the phrase "bulk text" you'd be forgiven for thinking it's an impersonal, spammy kind of marketing. Anything that refers to itself as "bulk" isn't going to win any customer service awards any time soon.

Or is it?

There's a huge misconception when it comes to text message marketing. Everyone is very quick to think of bad experiences they've had with it, but forget about all those marketing texts that tell them when a parcel will be delivered, or offering a discount at a favorite restaurant just in time for date night.

1. Don't do the hard sell

Our brains switch off when someone is telling us what to do and we don't have any reason to trust what they say yet. Even if you're using bulk text to sell something, take a softer, personalised approach and you'll have a much higher response rate.

2. Provide helpful information

Everyone loves things that make their life easier. Think about the points of contact you have with your customers and how you can use text message marketing to give them the best experience possible. One of the obvious ones is to tell your customers when something will be delivered or that their order has been dispatched.

How great would it be if the local pizza place sent you a text when the driver was on his way? Or telling your fans when to buy tickets so they don't miss out (music, sport, event companies we're looking at you).

3. Give Discounts

Who doesn't love a discount? This is a great way to grab new customers but also reward your loyal ones. Marketing texts work so well because they are opened quickly but can be forgotten about just as fast. To avoid this, try to be a bit tactical and send your discount offer when it will have the most impact.

For example, a golf shop should send a discount text on a Friday afternoon when most golfers are thinking about how to beat their mates that weekend.

4. Time sensitive messages

If your business schedules a lot of appointments, SMS marketing can help keep your customers happy. By sending out reminders your customers are more likely to show up. Plus you'll be giving them the details again so they won't have to search for the bit of card it was originally written on (you know the ones dentists and hairdressers give you).

This prevents missed appointments and gives you the chance to schedule new ones if

people drop out. It's also a great way to encourage repeat customers because you know when they last made an appointment.

For example, a car garage could send text reminders to everyone that's due an MOT. Or a hair salon could tell you it's been six weeks since your last cut and ask if you want to arrange another one.

5. Get feedback

One of the best ways to improve your business is to talk to your customers. More often than not they'll tell you something you hadn't even thought of. You can get customers to give you feedback by creating a short questionnaire that's sent right after they've had contact with your business.

Don't over complicate things otherwise no one will respond. Only ask two or three questions at most. A lot of the mobile giants use bulk text for customer satisfaction surveys because they get one of the highest response rates, they say things like:

Cutomer Account manager
Cutomer Account manager
by Jeremy Josselin | Head of Business Development

Hi, I'm Jeremy, Head of Business Development at Reach Interactive. I have a background in international business and I love seeing how brands communicate with consumers on an international level.

10,000 FREE CREDITS OFFER

New customer? Register today and we will double the credits of your first purchase. But 10,000 credits, get 10,000 free. That's 20,000 credits for 1.6p a text.

Terms apply.

CREATE ACCOUNT

TAKING CARE OF MILLION OF MESSAGES EVERY SINGLE DAY - FIND OUT HOW TO GET 10,000 FREE TEXT TODAY

How much does it cost?

Use our calculator to work out your price (£) per credit below:
(1 Credit = 1 × 160 character text message).

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