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Texting 101

Sending your first business text: 6 tips for success

Nina Godlewski
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If you’re reading this because you’ve decided to use a business texting platform, congrats!  🎉 The first step to successfully using a business texting platform is writing your first message, and there are some tips for you to keep in mind.

You might have added texting to contact a new lead, confirm appointments, or follow up with customers. We’re going to cover why you should be using a business texting tool and some tips for writing and sending your first messages.

Why you should be using a business texting tool

Texting has a 98 percent open rate, the highest of pretty much any business communication channel out there. A business texting tool helps you text more efficiently and protect your business from the risks of texting from a personal device.

Mail opening icon with 98 percent
Texting has a 98 percent open rate.

These platforms can help teams collaborate, communicate more effectively, and manage their customer relationships. Your messages can show up in a centralized place where you or your employees can answer them. Plus, a texting platform comes with built-in security features and might even be able to integrate with other software you use.

How Textline can help you send your first messages

Textline offers several features to help you text your customers more efficiently. For your first message with Textline, you can either send it to a small group of customers manually to try it out with relatively low risk. Or you can send out a bigger batch of messages to a larger group using the Announcements feature. There’s even a metrics page for you to view the numbers behind the messages you send.

6 tips for sending your first business text

Here are the six tips you should follow when sending your first business text message.

1. Introduce yourself

When writing your first business text, whether it’s going to a large group or a smaller group, be sure to introduce yourself. Introducing yourself can include a note that you’re now using a new number to text your customers. You can either introduce yourself if you work directly with customers and they know you by name, or you can introduce your business as a whole.

Doing this will be beneficial because your customers will know not to write the message off as spam, and they’ll have the context of knowing where the message is coming from. It will also help clarify that the texts aren’t automated, and there’s an actual person on the other end of the texts.

2. Be sure to collect and record opt-in if you don’t already have it

You need to have the consent of anyone you text. That consent should be recorded, and you should be sure to keep track of those who opt-out as well. You can ask customers for consent to message them when you ask for their contact information.

Your first introduction text message can include a note asking for consent too. Something along the lines of “Would you like to receive texts from us?” will do. If you’re using HIPAA-compliant texting, you’ll need a double opt-in. Meaning your customers will need to give you permission twice. The first time can be when they sign a form agreeing for you to contact them and offering their phone number. The second could be an opt-in message when they get their first text.

The details on opt-ins and double opt-ins can be hard to keep track of but you should be sure you know what SMS opt-ins are and when you need to use them.

Example on collecting an opt-in via text
You can ask for consent to text your customers in your first SMS message to them.

3. Explain how you’ll be using texting and how customers can use it

You should be sure to explain to customers why you’re texting. Be sure to add what you’ll be texting them about. This can help you set the expectations for your customers about how texting can and should be used. You can do this in the message you send, or you can send them a link to details on texting hosted on your business’s website. This should help you build trust with those you text and make it clear to them that you’re there to assist them.

This is also a great way for you to let your customers know that they can reach out to your business too. If you plan to use texting to offer support or for scheduling, you can let your customers know that they can reach out by sending a text.

4. No need to mention Textline

When you’re writing your first text, there’s no need to mention you’re using Textline. Your texting number is just another channel for your customers to reach you on. Texting with Textline is meant to give you a direct way to have two-way communication with your customers. So mentioning the platform you’re using to text may confuse them.

You can simply let your customers know you have a new direct line that you or your employees monitor where they can reach you.

Text example letting a customer know they can text your business
Texting is a personal means of two-way business communication between you and your customer.

5. Ask for a response

If you want to make sure your customers received your text, you can ask a question at the end of the introduction. This can serve as confirmation they got it, or it can be the answer to the opt-in. This can be a great way for you to measure the success of your business text.

You might ask the simple question of whether they consent to receive messages from your business, or you can ask them a different question. You might ask them whether they want to schedule a check-in appointment, or if they received your message, or whether they saved your contact info.

Example of asking for a response via text
You can ask for a response, like a consent to receiving messages.

6. Remind customers to save the number

The final thing you’ll want to do is remind your customers to save your phone number. That way, it won’t get marked as spam or go undelivered in the future, plus they’ll be able to find it to message you.

You might also choose to send a contact card if you wish, noting your contact details, including that texting phone number, your business name, and more. You can even incorporate this with the tip on asking for a response above.

Reminding a customer to save your business number via text
You can also ask customers to save your number, expecting a response. Or just remind them to in your message.

The bottom line: Sending your first business text with an SMS tool

Before you send your first business text message, there are some things for you to keep in mind. You always want to make sure your customers know who is texting them and why they’re being contacted. Be sure that they’ve opted-in to texts from you, and keep track of who has opted-out as well. If you follow these rules, you should be sending your first business texts in no time.

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