Boost your customer experience by meeting customers where they are - on their cell phones. Get more responses from your customer by strategically sending automated messages throughout the moving process.
Some great ways to utilize messaging are to send automated reminders, notifications for crew arrival times, and prompt customers to review your business once you complete the job.
You may be thinking, why not use email? Well, the answer is simple- text messages are more accessible. When a message gets directly in front of your customers, they're more likely to reply to it.
Best Practices for SMS Messages
Keep it short and sweet SMS messages have character limitations and send in segments, so keep your messages short and to the point. This also can make the messages more easily deliverable- since long messages are more often flagged as spam. Be sure to clearly communicate important details such as moving dates, times, addresses, and any specific instructions.
What is a segment? SMS messages usually send using ‘segments’, so approximately 160 characters a message. That means if you send a message with 300 characters, it’ll send in 2 texts. It’s important to be mindful of this as you craft messages.
Get personal: Address the recipient by their name to create a more personalized experience. This helps establish a connection and shows that you value their individual needs.
Use a friendly tone: Maintain a professional yet friendly tone in your SMS messages. This can help create a positive impression and make customers feel more comfortable interacting with your company.
Avoid emojis: While these can be a fun add to the message, adding emojis can affect deliverability and mess with the coding of the SMS message- so it is best to avoid them.
Use a call-to-action (CTA): For messages that require a customer response, incorporate keywords and phrases that encourage customers to take action, such as "book now," "limited availability," or "call us for a quote." Include a clear CTA to guide customers on the next steps they should take.
Use SMS as a customer service tool: SMS messages can be an effective tool for customer service. Provide a contact number or reply option in your messages, allowing customers to reach out for any queries, concerns, or support they may need.
Timing is key: Send SMS messages at appropriate times, such as your business hours. Avoid sending messages during late hours or too frequently so there isn’t a negative customer experience.
Test and optimize: Continuously monitor and evaluate the performance of your SMS messages. Experiment with different formats, keywords, and CTAs to identify what resonates best with your audience. Analyze metrics like open rates and response rates to refine your messaging strategy.
Ensure compliance and offer opt-out options: Familiarize yourself with the local laws and regulations regarding SMS messaging for businesses, including opt-in requirements, message frequency limitations, and data privacy guidelines. Also include instructions on how recipients can opt out of receiving future SMS messages if they wish to do so. It's important to respect their preferences..
Remember, SMS messages should complement your overall customer communication strategy.
Combine them with other channels such as email, phone calls, and a user-friendly website to provide a seamless and positive customer experience throughout the moving process.
We are continually making investments to improve how you use SMS within SmartMoving so you can improve your deliverability and make sure your messages get to customers. If you are a SmartMoving user, please contact your customer success manager with any questions.
Not a SmartMoving customer? Schedule a 1:1 demo to see how SMS messages can improve communications.
