Should I Be Texting My Customers Rather Than Emailing Them?

Texting has revolutionized the way we communicate. Rather than wasting your entire day on phone calls, texting is a quick and easy way to get a message across. But when it comes to communication with your customers, emailing or talking over the phone are some of the more common approaches. However, many people believe communicating via text is a far better option—but the key is to do it right.

When Texting Makes Sense

Texting your customers, existing or not, can be extremely useful. While it’s far more likely for someone to read a text than an email, texts are read nearly 100 percent of the time. However, communicating with your customers via SMS messaging isn't always the right approach. You have to know how to do it properly to have the highest chance of success.

Here are some scenarios where texting over emailing may be the right move:

Alerts or Emergencies

The truth of the matter is, a lot of people don’t really enjoy texts from businesses. They can come off as spammy, and some people simply don’t want to be bothered with a text. However, if you message a client when there’s an emergency or something urgent, most customers really appreciate this.

This approach works because this is vital information the recipient should know right away. This is especially useful when sending texts to multiple customers. As calling each and every person can take some time, this process isn't efficient when an emergency strikes. Additionally, people are more likely to check a text before an email, so sending email messages also isn’t very efficient in these scenarios.

Reminder Notifications

Have you ever been sent a reminder text to confirm your dentist appointment or chiropractor visit? If so, you know just who useful these can be. I can’t tell you how many times I’ve totally forgotten about an appointment, only to be reminded by these fantastic texts. That being said, sending these to your customers is always encouraged. The value of these messages is that they show attentiveness and care. As your customers may have multiple provider options to choose from, this added level of thoughtfulness and personalization can help you stand out from the pack.

Not only is this a simple and effective communication process, but it also leads to a fuller schedule with fewer no-shows.

Confirmation Texts

Do you enjoy receiving confirmation texts after you’ve bought something or signed up for a service? For many people, they love these messages. It gives customers instant gratification that whatever action they took is now completed or confirmed. For example, if you’re a restaurant and a customer places an order online, you may send them a text saying you’ve received their order and it’s currently being made. If this message wasn’t sent, the customer may think you didn’t receive the order, which could lead to some confusion and frustration. Confirmation texts provide a high level of peace of mind, making them extremely valuable.

Feedback Messages

Most businesses strive to receive feedback from their customers. But if you ask for feedback via email, there’s a slim chance your customers will actually respond. If you’re serious about getting feedback and improving your business, sending surveys via text is a smart decision. There's a good chance that someone will open up your text, which increases the likelihood of someone actually following through with the survey. Furthermore, many customers feel valued when you ask for their opinion. Texting them not only gives you useful data to improve your organization, but it can also lead to more loyal customers.

The Sale SMS Message

Another great time to send a text message to your customers is when you have a special promotion. While some users may be annoyed with these texts, they can lead to tons of exposure—including increased revenue. However, you never want to sound spammy, so be cautious when sending these messages, and don’t send them too frequently unless your customers prefer it. To do this effectively, choose a group of valued customers and send them exclusive offers, sales, and rewards. Sending these exclusive deals adds value for your customers and makes them feel like a VIP.

When Texting Isn’t the Right Approach

As texting is a more direct and personal form of communication, there are times when sending a text isn’t the right move. Take a look at some examples of when texting can do more harm than good:

If You Send Texts at the Wrong Time

When texting your clients, it should be common sense for you not to message them at five o’clock in the morning. The same goes for late at night. Also, consider the location of the person you’re texting. They may be located in a completely different timezone. To have the highest chance of success, SMSGlobal suggests texting your customers between 10:31 a.m. to 11:29 a.m. or 2:34 p.m. to 3:27 p.m.

Using Slang or Abbreviations

If you abbreviate words or use slang when texting your friends, that shouldn’t transfer over to your business texts. That’s because not everyone understands these, no matter how common you think they are. After all, you want your customers to know what you’re sending them. Even though you may be limited on characters, including abbreviations or slang isn't the right approach.

Never Send Too Many Texts

If you text your customers too often, that’s almost a guaranteed way for you to never hear from them again. While customers may think texts are helpful, too many of them could be detrimental. You'll want to decide on the most valuable information for your customers, and only text them periodically. 

Texting your customers can take your organization to new heights. From increased loyalty to improved efficiency, this form of communication can be extremely beneficial for your business.


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