Tips For Building Your Company’s Brand With Outbound Messaging

Today’s smartphones offer a simple, convenient source of both work and entertainment, and businesses are using this to their advantage. Outbound messaging can promote special offers, discounts, and other benefits with repeat customers. The challenge is that an outbound text messaging campaign can hit or miss depending on the language and the timing. With a little knowledge of outbound SMS best practices, you can build a messaging campaign that increases brand awareness.

Tips to Use Outbound Messaging to Build Your Brand

Outbound messaging allows for a more personal, customized form of communication between the business and customer. With an open rate of 98%, text messages are more effective and are capable of reaching a wider audience than email or other communication channels. While outbound SMS brand building takes time and effort, it’s a rewarding branding strategy in the long run.

Personalize Messages

Good sales representatives know how to personalize messages so their consumers feel appreciated. In turn, customers like when businesses show they care and are willing to tailor solutions that fit their needs. Using information such as names, birthdays, and even personal interests is a simple yet effective way to engage customers and send them relevant information.

Establish Value of Message

Developing an effective outbound messaging campaign is about more than sending out texts to get attention. It’s about sending messages that have meaning and value. The best way to create valuable messages is to develop a schedule and map out what each text has to offer. Does it serve a purpose? Does it contain relevant information and encourage customers to take action?

Keep Messages Consistent

Consistency is a key component in successful messaging strategies. Inconsistencies often confuse consumers, which leads them to unsubscribe from notifications and abandon the brand. During the planning process, it’s important to make sure all product and service information is consistent across every message. Clear and easy-to-read messages are more likely to keep people coming back. 

Optimize Frequency

Message frequency often varies depending on the business. On one hand, sending SMS messages at normal intervals can keep customers interested and engaged in the brand. Sending them too frequently or during odd hours can turn customers off immediately. It’s important to find a balance and make sure every customer knows how often to expect messages. 

Analyze Results

Business leaders across a variety of industries are constantly striving to improve their strategies and draw in more customers. That’s why gathering data and analyzing results is essential to building a brand with outbound messaging. Through the careful analysis of feedback and success rates, it’s easier to determine which elements of the plan work and which ones have room for improvement.

Update Contact Info Regularly

One of the best ways to inspire confidence and trust in consumers is to make them feel in control. By maintaining up-to-date contact information, businesses give their customers more control over what they see. Asking for permission and giving consumers an easy unsubscribe option lets customers know they can start and stop messages whenever they want to.

Learn More About Writing Outbound Messages

Delivering a consistent, personalized customer experience is easier than ever with outbound SMS messaging. Respect customers and strive to improve every day, and you could build a successful brand-enhancing campaign. For more outbound messaging brand building tips, contact Quiq online.

The Guide to Writing Effective Business Text Messages

While using SMS messaging to communicate with customers can be an effective business strategy, its success is dependent on the business’s knowledge and skills. Digital customer support is complex, so it’s important to develop a strong communication plan that will keep every consumer coming back. Knowing how to write an effective customer service text message is the key to succeeding in today’s competitive market.

Tips for Writing Effective Customer Service Text Messages

Texting is an informal type of communication that people engage on with their families and friends every day. It’s much more efficient and convenient than making a phone call or meeting in an office. Customers today expect immediate, personalized service without having to put in additional effort. Text messaging achieves these results by putting companies right into the pockets of those customers. That’s why it’s so critical to have a solid strategy in place before integrating this technology.

1. Develop a Prioritization System

The first step in sending effective customer service messages is to develop a prioritization system. This step plays a major role in organizing the process and improving customer service efficiency. As questions arise, it can help prioritize them based on urgency and order of importance. This helps ensure that troubleshooting questions and general issues are addressed as quickly as possible. Less urgent questions may be able to wait a little longer if necessary.

2. Identify Their Problem or Question

One small miscommunication could derail the conversation and drive away the customer. Identifying the issue is essential to finding a suitable solution. If someone has a complex or confusing question, it can help to break the question down into parts or ask for clarification. By understanding what a consumer is asking, the service agent can find the root of the issue more quickly and start searching for the answer.

3. Be Clear With Your Answer

Communicating with consumers is all about being clear and concise. People come from all types of situations and educational backgrounds, so every customer support agent needs to know how to type a message that’s easy to understand and digest. A customer who is engaged in the conversation will be more likely to seek help again.

Instead of texting long, detailed messages, it’s best to simplify replies into one or two sentences that contain the necessary information. This helps drive more productive conversations, and it leaves more consumers satisfied at the end of the day.

4. Follow Up With Customers

When a customer has an issue or question, they want to know that their retailer or representative cares about them. One effective way to show this is by following up after addressing the issue.

Is the consumer satisfied? Do they have any more questions? Do they have any constructive feedback to offer? By asking what they can do to make the customer experience better, customer support agents show that they’re willing to listen and adapt as needed. This can go a long way toward building strong professional relationships.

Learn More About Writing Effective Business Text Messages

Asynchronous messaging does wonders for retailers and eCommerce leaders in all markets. Follow these tips, and you’ll reach new standards of customer service excellence. To learn more about our Conversational Customer Engagement Platform or how to write effective business text messages, contact Quiq today.

How to Text Message Your Customers

First, to set the stage, we know consumers are shopping online more often than ever before — and they’re using mobile phones to do it. As of 2019, it’s estimated that 96 percent of Americans own a cell phone of some kind. While not surprising, for some of us, we remember when the phone was still connected to the wall, so the adoption and growth of cell phones in such a short time is astonishing. Then came along the smartphone, and while the possibilities for how we use these devices are endless, there is a reason we still refer to them as phones, and it’s not because we’re making more calls on them. Consumers are communicating more than ever with text messaging, Facebook messaging, and messaging through other apps. 

If your company isn’t taking advantage of the ability to text customers, you’re missing out on an incredible opportunity. Communicating with customers through text is personalized, easy, and fast, making this method the way consumers expect to be able to find answers and ask questions to resolve issues with customer service.

Using Text for Customer Service

Today, phone support, email, and web chat are the norm in how businesses and customers communicate, but there has been a shift to using messaging and it won’t be long before all businesses are using text messaging as a part of their digital customer service. The reason businesses are moving over to text for customer care is because messaging is already the preferred method of communication for customers, as well as employees. Both parties are already comfortable with the channel because they use it themselves in their daily lives, and unlike emails, text messages have a near 100 percent read-rate. 

Customers are on the move and when it comes to service, they want more options. By offering text messaging as an option for customer service in addition to web chat, email, and traditional phone support, your customers will be delighted when they are able to choose the contact method they prefer, particularly if they are on-the-go. Don’t be surprised when they don’t want to call you on the phone and would rather text message your business instead, at their convenience.

Best Practices for Texting Customers

If your business is exploring text messaging for customer service, you may be wondering how to effectively and appropriately text customers. Here are a few guidelines to keep in mind as you build your company’s strategy:

1. Enable Two-Way Conversations

First and foremost, a conversation is not very useful if it’s only one-sided. With text messaging, customers expect to be able to reply back. That is why businesses considering turning on text messaging should enable two-way conversations so they can accept and respond to customer questions and continue to foster the relationship.

2. Be Professional, Yet Conversational

It probably goes without saying that representatives should avoid using shortcuts and text lingo (lol, brb, ttyl) — texting is still a channel for professional communication. At the same time, text messaging gives businesses more interesting and less stuffy ways to engage with customers, like using emojis. Emojis add personality and make conversations more fun. Businesses should also identify and approve which emoji’s are acceptable for their business (?may not be always appropriate ?).

Still, one of the advantages of sending text messages to customers is the potential for building personal connections. Messages should be conversational and friendly, and not overly formal. Take advantage of the opportunity to build real relationships with your customers in a format they also use to talk with their friends and family.

3. Provide Consistent and Timely Answers

Customers will text customer care for help with a variety of issues, so make sure your customer service team is prepared to help. Utilizing texts for customer service is only effective if the service is quick and helpful. One of the benefits of text messaging is the experience for the customer, as it is at their convenience to respond, but businesses should treat these incoming messages with the urgency they would any other communication channel.  

4. Keep Personal Information Secure

A data leak can cause customers to lose trust in your company. Be sure to take preventative measures to keep customers’ phone numbers and any other personal data secure — and make sure customers are aware of your privacy policies.

When comparing messaging solutions, businesses should do their due diligence to understand their vendor’s security policies in how they handle customer information. To have more peace of mind, choose a messaging vendor that is SOC II compliant.

5. Make It Easy to Opt-In or Out of Texts

In addition to customer service, your company can send outbound text messages to keep customers in the loop about promotions, order status, and appointment reminders. Customers will find a lot of value in receiving these kinds of notifications, however, it’s easy to lose customers by bombarding them with excessive or unwanted text messages. Make sure your messages are relevant and not spammy.

Just like with email, customers need to be able to control the messages coming into their inbox and should be able to opt-out of unwanted messaging.  Businesses using text messaging need to comply with all rules and regulations of TCPA to enable applicable opt-in and opt-out capabilities.

Text Customers Easily With Quiq

Centralized platforms to handle customer interactions are extremely beneficial for improving customer service. At Quiq, we make it easy for you to text customers and build better connections.

Learn more about our business text messaging services. Better yet, watch this product video to see for yourself how Quiq is powering better communication for businesses.

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