CONFIDENTIAL CLIENT TEXT MESSAGING FREE
What not to do: “Thanks so much for your feedback today! 😃 We are soooo glad you are enjoying the service! Please feel free to reach out to us with any questions! 😃” The occasional smiley face is ok, but don’t overdo it. Professionalism also means avoiding too many exclamation marks or emojis. Break the ice and set an approachable tone by addressing your clients by their first name. For starters, use the name of the person you’re talking to in your texts.
You don’t want to make it sound like the text came from an automated robot. The tone of your texts should match your other communication channels.
CONFIDENTIAL CLIENT TEXT MESSAGING PROFESSIONAL
If your company has a professional image, it’s better to use complete sentences and answer more formally. If your company uses a lot of “fun” language, your guidelines may state it’s ok to use emojis and send GIFs in your replies as an MMS message. It’s easy to overlook texting, but you can ensure your team stays on brand through documented writing guidelines. Your brand likely consists of dozens of digital channels. Avoid confusion by stating clearly who you are each time you start a text conversation with your client. Just because you called or texted someone in the past doesn’t mean they have your number saved on their cell phone. With a text messaging service like OpenPhone, your clients can opt out by texting “STOP.” 2. Making it easy for your clients to opt out of your marketing messages is key to creating a great customer experience and avoid being flagged as spam.
Unless a customer specifically agrees to get marketing messages from your business, they shouldn’t receive those.Įven if a client gives you their consent, they may change their mind at any time. Nonetheless, it’s never an invitation to start sending them marketing texts, ads, or messages outside of their customer support concerns. Get their texting consentīefore you start texting your clients, make sure you get their permission or they reach out to you first.įor customer support, they likely messaged you first, asking for assistance. Here are some SMS texting etiquette guidelines you can follow to ensure your business texting is not only compliant but delivers value to your customer base: 1. If you’re using SMS for marketing campaigns to people who haven’t explicitly opted in, you could get in trouble. One-to-one text conversations are perfectly ok. There are strict legal requirements about texting customers, and you can be fined up to $1,500 for every text sent that violates guidelines. When texting your customers, there are a few ground rules to follow. The bottom line: Keep your emojis relevant and avoid them altogether for serious conversations. Some emojis (like the woozy face 🥴 ) have dual meanings that others may get the wrong idea after seeing. Just as you wouldn’t laugh at a funeral, it’s inappropriate to use emojis - which tend to be fun and light-hearted - when delivering bad news. Before you add an emoji to your text message, consider if using one sends the right message. Should you use emojis in business texts?Įmojis aren’t always appropriate for business texts, but including them can be an effective way to humanize your brand and lighten up your tone of voice. Be prepared for a real-time text conversation once you reply the first time. Your clients will likely expect you to do the same once you’ve shown you’re available by texting back. The vast majority (95%) of people read incoming text messages within three minutes, so there’s a good chance that you’ll get a fairly immediate response. However, once you send your initial response, avoid delays in your follow-up responses. Though faster responses are always better - especially for urgent matters - this turnaround is short enough to appease your clients but long enough to be doable for most businesses. Responding to your customers within 24 hours is always a good rule of thumb. What’s considered a professional response time in SMS texting etiquette ? Keep reading to learn more about business text message etiquette and dive deeper into these tips.
End your text conversations gracefully.Transition difficult conversations elsewhere.Refrain from texting confidential information.Proofread every post (and don’t rely on autocorrect).
Get consent from your clients before texting them.When you follow these core tips around business texting etiquette, you can impress your customers, avoid faux pas, and comply with SMS laws. Start texting customers with OpenPhone Top 14 SMS texting etiquette tipsĮvery form of communication comes with its own best practices.
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