There’s no denying that social media and email are powerful communication platforms, but over the past few years, text messaging has taken the lead as the most effective marketing channel. This is especially true for enterprise-sized and fast-growing brands, where marketers can leverage the full potential of automated text messages for business.
By deploying highly personalized, captivating texts that prompt clients to take action, automated text messages can help you engage more deeply with your audience and drive better conversion rates.
Of course, if you’re just getting started with text message marketing, implementing an automated message strategy may feel overwhelming. To make things easier, we’re sharing tips on how to use automated SMS campaigns, plus all of the benefits your organization can expect.
How Do Automated Text Messages Work?
With automated text messaging, brands use a mass texting software to send SMS, MMS, and RCS messages automatically. Depending on the platform you use, your business can send automated one-on-one texts when customers take specific actions (like making an appointment or completing a demo). Alternatively, organizations can create bulk campaigns tailored to each segment of their audience, and even personalize messages at scale.
Since mass texting is easier (and more compliant) than texting contacts from a personal number or device, it enables businesses to connect with hundreds, thousands, or even millions of people simultaneously. Additionally, if you adopt a mass texting service that integrates with your CRM and marketing automation platform, you can customize your communications and create streamlined, automated workflows that reduce response times and improve customer relationships.
Of course, organizations using automated texts for business should always get clear consent from recipients before contacting them via text, and adhere to other SMS compliance requirements.
Benefits of Using Automated Text Messages for Business Communications
As many organizations have already realized, text messaging is one of the fastest and most reliable ways to connect with modern audiences. Here are a few advantages you can expect when you leverage SMS automation:
High Open Rate
According to the marketing automation platform Mailchimp, the average email open rate is less than 36%.
That begs the question: why would a company focus solely on emailing customers if only about one-third of its audience opens them?
Text messages, on the other hand, average a mind-boggling 98% open rate. Of course, this probably isn’t too surprising when you consider that few of us ever have our phone out of arm’s reach. Like you, your audience probably frequently checks their phones for new activity, and quickly grabs their device as soon as they see their screens light up with a new notification. (In fact, at least 40% of consumers read their texts within 5 minutes of receipt.)
That said, it’s no wonder businesses are increasingly turning to automated text message services. With reliable automated texting software like TrueDialog, you can send messages to hundreds or thousands of recipients simultaneously — similar to sending an automated email, but typically with much better results. You can also use this technology to automatically send personalized messages to individual customers.
Immediate Deliverability
While emails might be delivered within seconds of sending, and social media posts go live immediately, there’s no guarantee your audience will see those messages right away. In fact, it could be hours or even days before they engage.
However, since most people see and engage with text messages within minutes of receiving them, it’s a much better option for time-sensitive information. For example, it’s a great choice for a university that needs to issue a campus safety alert, or a business sending a vital appointment reminder.
Text messaging makes it easier to connect with audiences in real-time, even when they’re on the go.
Opt-in and Opt-out
Texting gives customers a lot of control over who they engage with and when. By leveraging a mass texting service with easy opt-in and opt-out features, you can rest assured you’re only connecting with those who genuinely want to hear from your organization.
Customers can conveniently opt in to your SMS messages or opt out if they ever feel those messages are no longer relevant to their needs. Using a reliable opt-in and opt-out process also helps ensure compliance with regulatory requirements regarding consent.
Customer Appeal and Audience Reach
As mentioned earlier, most people keep their phones within arm’s reach at all times, and texting has quickly become the primary way people connect with their friends, family, and colleagues. As a business, it simply makes sense to leverage a channel that the majority of your audience already uses regularly.
Even subscribers without smartphones can receive SMS campaigns, which helps businesses tap into a sometimes harder-to-reach segment.
Additionally, text messaging makes brands feel more reachable. Instead of picking up the phone, navigating a frustrating phone tree, and waiting on hold or sending an email and waiting hours (or days) for a response, customers can reach brands immediately. On the flipside, this channel makes it easier to reach your audience with personalized and time-sensitive messages, from product updates and limited-time promotions to appointment reminders and helpful notifications.
Enhanced Assistance
SMS can also improve your customer service efficiency and help boost customer satisfaction scores. Two-way messaging makes it easier for customers to reach out for help and more convenient for teams to rapidly address user needs (especially when you have access to TrueDialog’s AI assistant, inbox auto attendant, and messaging forwarding features).
Using text messaging for customer support also reduces the burden on your call centers, freeing up phone lines for faster resolutions across the board.
Effective Ways to Use Automated Text Messages for Marketing and Customer Service
Strategically using automated text messaging can be a game-changer for your organization — not only because it can make communications efforts easier on your team, but also because texting can dramatically boost engagement, customer satisfaction, and revenue.
Here are a few use cases to help ignite your creativity:
Time-Sensitive Promotions
When contacts sign up for your texting program, they can be the first to know about special promotions, like limited-time offers. For example, a sports venue might leverage automated texts to let fans know about a flash sale on season passes or a last-minute price drop on tickets for an upcoming game.
SMS for New Product Releases
Text messages are a great way to let customers know about new products or upgrades to existing offerings. This tactic can help get the word out about new features and win over prospects who may have been on the fence.
For example, a B2B software company might send a new product announcement to any SMS contacts who have recently engaged with its platform, as well as to prospective buyers who may be looking for a reason to sign on the dotted line.
Post-Purchase Follow-Ups
One way to use an automated text message service for your business is to follow up with clients who have recently made a purchase. These messages can include any special instructions about using the product, details about shipping, or simply open the line of communication in case your new buyer has any questions or concerns.
For example, a financial institution might send a text to new members to welcome them and share insights about relevant products or online account features. This extra touch can make customers feel valued and lay the groundwork for long-term brand loyalty.
VIP Loyalty Program Notifications
Speaking of loyalty, text messaging is an excellent way to stay connected with your VIP members and keep them in the loop about special offers, discounts, early access to new products, and other events tailored just to them. These communications are a great way to make your most active customers feel extra-special and can be a boon to underutilized loyalty programs.
Auto-Replies to Service Requests
You never want to leave your customers waiting, especially when they’re encountering a challenge. Even if your support service team is busy, an automated text message can go a long way toward reassuring contacts that you have received their request and will assist them as soon as possible.
One useful automated text message example for customer service is to set up a special auto-reply during high-volume times or when customers request assistance after hours. Simply letting contacts know what’s going on and what to expect can ease their minds.
For example:
Thank you for texting XYZ Inc.! Due to the holiday, we are working with a smaller customer service team than usual. We’ll be with you ASAP!
Appointment Reminders
Struggling to reduce no-shows and late arrivals? Texting is an excellent way to nudge contacts about upcoming commitments, so they’re less likely to forget them. Depending on the SMS platform you use, you could set up a workflow to trigger notifications for one week and 24 hours before an appointment. For example, a university might send automated texts to remind students about orientations, advising appointments, financial aid deadlines, and other time-sensitive events.
Manage Your Business and Customer Service Needs With Automated Text Messages
Automated text messages are an effective tool for sending a wide range of messages for marketing, sales, and customer support purposes. Adopting the right texting platform and setting up automated messages will help keep your brand top of mind and your audience engaged with content that’s relevant to their needs.
Ready to get started with automated text messages? Schedule a demo to see TrueDialog in action.
