In the realm of digital marketing, content is king. But many small business owners don’t have the time to invest in either hiring a content marketing writer, nor do it themselves. This means they’re missing out on the many opportunities to connect with the customers and communities that are out there. Traditionally, a content plan is built through developing high-impact, incisive, and relevant content on the company’s website, and then building a communication strategy to drive engagement through various channels such as emails, social media posts, advertising, and organic searches on search engines.
One of the advantages of business texting is that you have a dedicated, opt-in channel for your one-to-one conversations. This allows you to not only provide practical customer service, but also reach out with marketing messages in a personal and relevant way.
In this article, we’ve assembled a short list of ten typical question areas that you can use right now to start building your own business texting template.
Why you Need Business Texting Templates
Many small businesses still struggle to create business texting content for SMS texts, which can be a roadblock to communication. By establishing a set of business texting templates, you can create your own templates for quick responses to frequently asked questions. Not only will your team be able to respond quickly to queries, you can ensure that your brand voice is consistent across all channels of marketing communication.
Business texting is a radically different medium than phone conversations. Not everyone on your team will possess the same voice and some may find it difficult to compose customer-facing messages. It’s important that your SMS text be read as professional and friendly, but not intrusive and uncomfortable.
Start with a Strategy
Your employees have likely faced many situations and fielded numerous questions about your business. Before you build a set of responses, it’s a good idea to uncover the top FAQs that you’re likely to encounter through business texting. Part of your early strategy should include research through consultation with your frontline staff or customer-facing team members. Together you’ll be able to determine the types of questions that will require responses.
As well, this is a good time to begin to open up the conversation around your brand tone. In other words, what does your business “sound like” in an SMS text? Is your brand playful or quirky? Is it conservative and respectful? Once you understand the most effective tone to take with customers, you’ll be able to determine the kind of language to use when business texting.
Consider building a list of customer personas. Usually businesses encounter up to three to four personas (or types of customers) in their daily business. These can be identified in a number ways and segmented based on a variety of identifiers including:
- Income range
- Geographic location
- Age demographic
Setting the Tone of Your Brand
Once you’ve identified the types of customer your team will encounter, you can build templates around each persona to provide a more personalized business texting experience for each. For example, if your product or service is relevant to baby boomers as well as Gen Zs, consider the different ways that you can communicate, the kind of vocabulary that’s relevant, and the reasons for showing interest in your product.
The benefit of business texting is the ability to engage in a one-to-one conversation and provide personalized communication. This is why it’s always a good idea to begin your texts with a salutation, such as “Hi, <first name>.” Then be sure to answer the question clearly and use as few characters as possible. Opening texts with your customer’s name is highly effective at catching their eye and also reduces the likelihood that your text will be viewed as spam, or worse—a phishing attempt or scam.
Business Texting Templates You Can Use
Location and Hours
Hi <first name>, thanks for reaching out to us. We’re located at <your address> and we’re open Monday to Friday from 8am to 5pm. If you’re driving, we offer rear parking located between 1st and 2nd Avenue.
Confirmation of Appointments
Hello Mr/Ms <last name>, thank you for scheduling an appointment with us. You are confirmed to meet with <name> at <date and time>. For future questions, you can text him/her directly at <number.>
Reminder of Appointment
Hi <first name>, this is a friendly reminder about your appointment with <business name> for tomorrow at 2pm. You can manage your booking <here> or respond to this text.
Follow Up for Feedback
Hey <first name>, thanks for purchasing <product>. I wanted to know if you had any questions and see how it’s working for you. If you’d like to learn more about <product>, let’s set up a time to meet.
Request for Reviews
Hey <first name>, I hope you’re enjoying your recent purchase of <product>. If you’re into it, I’d love it if you could leave us a review: <hyperlink>
Happy Birthday <first name>! As our gift to you, we’d like to offer you 10% off your next purchase. Check out our <products or services>: <hyperlink to website>
Sharing Information or Resources
Hey <first name>, did you know that over 80% of customers read and respond to a text in 30 minutes or less? Check out our latest blog post to read more about how business texting can drive engagement with your brand: <hyperlink to post>
Health and Safety Alerts
Thank you for reaching out. Due to recent COVID-19 restrictions we are reducing in-store shopping capacity to 50%. We advise you text us before visiting our shop. We appreciate your continued business during this difficult time!
Sales and Promotions
Hi <first name>, don’t miss our upcoming sale! For a limited time, save up to 25% on everything in store. For more info visit: <hyperlink>
We’re having a party! Join us for our open house on <date> at <time>. We look forward to seeing you here!
Don’t Forget a Call-to-action
The great thing about business texting is that it’s an active form of communication. You have a golden opportunity to generate excitement about an event or promotion. By adding a call to action (to the appropriate text messages), you tell your customers the next steps they can do to get closer to what they want. When you provide relevant hyperlinks, you’re making it easier for them to click through. As well, you’re encouraging future communication with your business and building a foundation of “texting trust” that will leave the door open to an unlimited number of possibilities as your business relationship evolves.
If you’d like to know more about how business texting can transform your marketing strategy and create deep levels of engagement with your customers, Contact or text us at 757-818-8010 today. We’d love to show you how you can develop your own business texting template strategy and introduce you to the tools and technology to empower your team to provide the ultimate in personalized customer service.
Looking for help improving or implementing your text message marketing blasts? We can help! Let the Gnymble team of experts become an extension of your team. Contact us today to learn more about our marketing services available.