How to Use Text Messaging to Enhance Customer Experience

Samuel Edwards
June 12, 2023

With the emergence of advanced digital communication channels, customers now have more direct access to great services and expect a superior experience than ever before. Today's companies have adopted a whole new set of tools such as social media platforms and messaging applications to meet their customers' expectations.One increasingly popular method is text message-based communication which boasts an array of instantaneous and convenient customer interactions unprecedented by any other prior method.This article focuses on the role of text messaging in elevating customer experience through increased participation from both businesses and customers alike, invaluable personalization options, faster resolution of customer issues, enhanced loyalty towards brand names, along with improved efficiency for enterprises.

Evolution of Customer Communication

Traditional methods of customer communication

In today’s world, companies expect to provide a high-level of customer service that exceeds the customers' expectations. As technology has developed over time, traditional methods of customer communication have evolved alongside these advances. These traditional methods include an array of options such as phone calls, emails, or in-person interactions.Depending upon the situation and needs, these can be great ways for businesses to interact with their customers and resolve issues quickly. Furthermore, in comparison to modern digitally-savvy alternatives such as text messaging or social media conversations, their personal touch natures give users ample room for meaningful understanding by both parties.Therefore employers need to take into account different styles and preferences when finding the perfect balance between technological developments in interaction systems coupled with more personal approaches

Rising prominence of text messaging

Benefits of Text messaging marketing

SourceThe ever-changing technology landscape has transformed the way businesses communicate with customers. Initially, traditional methods such as phone calls and emails were used for customer communication; now digital channels including social media and messaging apps have risen in prominence.One of the most popular ways that companies are connecting with their customers is through text messaging - immediate, secure, low cost, and accessible. Text messages provide a more personal touch to customer interactions than other plans of communication due to their easy customization options allowing businesses to meet customer expectations with convenience and efficiency.Text messages are also impactful as it decreases response times significantly improving customer satisfaction and loyalty helping create trusting relationships built around dependability.

Benefits of Text Messaging for Customer Experience

Reasons on why use text messaging


1. Instantaneous and convenient communication for customers

Text messaging offers customers instant and convenient communication with businesses. It can enable customer requests to be fulfilled in near real-time with messages, replies, follow-ups, and notifications all exchanged quickly. This substantially cuts down the wait time for alerting customers of their status or gathering feedback from them.Unlike traditional channels like phone calls which require synchronous participation from both parties, text messages permit asymmetric conversations since one side may not necessarily respond right away while still taking advantage of the convenience factor associated with texting.Customers are more likely than ever before to choose it as an easy method of getting answers and resolving any issues instantly due to its simple setup process and instantaneous delivery under normal circumstances.

2. Increased accessibility and reachability for businesses

Average text messages to get a response from a customer

SourceText messaging has opened up countless opportunities to increase the accessibility and reachability of businesses in customer communication. Business texting services have enabled customers to contact entrepreneurs virtually anytime, from anywhere.This one-touch process eliminates waiting on long call queues and puts customers in direct contact with texting firms that can meet their needs right away - whether it’s being drafted for sales inquiries or receiving questions about a product or service.Businesses can leverage text messages both proactively and reactively, tasking agents with responding quickly to customers’ questions while also taking maneuvers towards giving advice or means by which submitting offers they can take advantage of.Text messages enable organizations to provide prompt responses that build strong relationships between them and their customers—leading to increased engagement rates and higher customer satisfaction.

3. Personalization and customization options in text messaging

Text messaging provides businesses with a host of personalization and customization options. Through segmenting customers and splitting messages, businesses can send more targeted content to the right recipients based on their individual interests or needs.Businesses can also integrate automated questions in text message conversations in order to gauge customers’ experiences, preferences, response times, or follow-up messages as needed. In addition, businesses may utilize AI to recognize unique customer needs through a variety of contextual cues extracted from the conversation itself.All of these features enable businesses to tailor their communications with each client using hyper-personalized content relying on indirect dialogue – something that was rarely if ever possible until recently.

4. Positive impact on customer satisfaction and loyalty

Text messaging has proven to be an effective customer communication channel, offering a range of benefits for customer service organizations. One such benefit is the positive impact on customer satisfaction and loyalty.Customers appreciate how quickly and easily they can reach out via text messages, as received responses typically lag within minutes. As customers get accustomed to these immediate interactions, they come back looking for more cozy digital relationships from companies.Consequently, with its concise yet personal messengers aligned towards quick resolutions for customers’ queries and complaints companies could eventually build up loyalty over time resulting in increased transaction volume while locked customer churn reduces bringing spiraling metrics around the table!

Best Practices for Text Messaging in Customer Experience

1. Obtaining customer consent for text messaging

Basic consent vs Express consent

SourceObtaining customer consent for text messaging is a critical part of ensuring a great customer experience in this medium.Customers should be made aware of the communication method and asked to voluntarily opt-in to SMS messaging. Every message should provide an opportunity for customers to unsubscribe from receiving further communication and that element should appear prominently within each message’s body.Organizations are legally obligated to acquire express consent from customers prior to sending promotional messages via text, so companies must invest time in setting up systems that help ensure people agree legitimately and at their own will to receive them.Doing so not only demonstrates respect for the potential customer base but likely also limits any legal liabilities that may arise from choosing an automated communication system as well.

2. Implementing secure and reliable messaging platforms

In order for businesses to leverage the full potential of text messaging in customer experience, it is essential that secure and reliable messaging platforms are implemented. This means that communication between customers and business owners must remain both protected and private at all times.In addition, a stable platform is needed to ensure messages receive prompt delivery as well as interactive elements like push notifications, image recognition system integration, two-way communication capability and advanced analytics tools.Businesses should place an emphasis on sharing compelling content with customers throughout their respective journeys to differentiate themselves from plenty of alternative solutions currently available on the market.

3. Crafting concise and engaging messages

SMS concise and direct marketing example

SourceCrafting effective, concise, and engaging text messages should be a priority in customer experience via text messaging. Messages need to be polite yet net to the point. Clarity is essential - metrics like read rate can help assess effectiveness.Messaging interactivity could take effect, leading to improved open rates; thereby personalizing conversations with the customers themselves, further leading to huge business gains.By sending personalized and tailored gifts and experiences aligned with their interests, customers can form emotional bonding limits thus enabling sway of motivation towards positive outcomes for businesses as well.

4. Utilizing automation and AI for efficient text message handling

Utilizing automation and AI for efficient text message handling is a key best practice in improving customer experience through texting.Automating tasks, such as relevant follow-ups via text messages or personalization offers, can free up customer service agents’ workloads while also delighting customers with fully personalized service. AI-driven tools can be used to track customer preferences and detect sentiment from conversation data which supports a tailored response to individuals.By using machine learning algorithms, chatbots can understand complex natural language processing queries making users feel connected better. Automation and AI help companies handle high volumes of texts faster with improved accuracy and personalization which both leads to higher efficiency effectiveness and increased customer satisfaction levels throughout the user journey.

5. Balancing automation with human touch and personalization

Automated text messaging

SourceCreating an effective customer experience with text messaging means striking a balance between automation and personalization. Automation can streamline processes and standardize communication, but provide few opportunities for connection and engagement with customers.By balancing automated responses with personalized messages from the customer service team, companies can convey more of a human touch in their conversations while reducing the labor time required for responding to common questions or inquiries.To successfully balance these elements, companies might help identify commonly requested services or items to open texts that impart an immediate “human” voice but direct user queries towards conversational AI solutions if further detailed information is requested.Additionally, since almost all activities including text messages exchanged are tracked it could help contact centers quickly know which interactions passed over chatbots or with fuller human appeal and alter assistant automation to materialize a balanced response profile.

6. Ensuring timely responses and resolution of customer queries

Ensuring timely responses and resolution of customer queries are key when utilizing text messaging for customer experience. It is important that organizations address customer inquiries as soon as possible since delayed response times can harm a business’s reputation and lead to losses.To increase responsiveness, businesses should use dedicated ‘support lines’ for incoming texts and set up an escalation process for unresolved issues. If the backlog is high, applicants should have easy ways to reschedule conversations or book appointments via SMS itself at alternate dates.Businesses must also use automated bots within chats when appropriate in order to more quickly answer frequently asked FAQs from customers so consumers get immediate feedback on generic queries or quick solutions even when no representative is online.

7. Monitoring and analyzing customer feedback for continuous improvement

Monitoring and analyzing customer feedback should be an integral part of any company’s text messaging platform.Doing so allows businesses to gain insightful information on their requirements, as well as measure the effectiveness of current communication strategies. It also enables companies to identify potential weaknesses or areas for improvement such as in response times, delivery rate, use of automation et cetera.This can help ensure customers are satisfied and that issues are addressed quickly and accurately. Because customer feedback is such a powerful tool, it is advisable to ask fewer questions through more complex messaging rather than break down surveys into multiple messages which will waste time for customers.Companies should continually update their tools and technologies to avail both qualitative and quantitative feedback metrics, collecting inquiries from different sources for a broader view. With thorough monitoring and analysis over time, companies can more knowledgeably improve customer experience through text messaging while continuing growth in an ever-evolving competitive environment.

Overcoming Challenges and Addressing Concerns

Pros and Cons of SMS marketing


1. Potential barriers to adopting text messaging

The widespread popularity of text messaging as a primary mode of communication has posed some important questions about potential barriers to adopting it in customer experience.Most notably, certain demographics may remain excluded from using this technology due to language and literacy challenges, economic constraints, or lack of technical access such as cell phones.Additionally, businesses should be mindful of the appropriateness and effectiveness of channels for different types of communications - they may not be best suited for confidential conversations or sensitive topics.It is also important for companies to actually understand when to leverage these modern means Customers may become rapidly overwhelmed by receiving massive volumes of text messages.

2. Addressing privacy and security concerns

Text messaging can be particularly sensitive when it comes to protecting customer data. Companies must ensure that their chosen messaging platforms and solutions are secure, implement strict technical protocols for data encryption, and limit a user’s access to protected data depending on their role and responsibilities.Additionally, businesses should make sure adequate permissions settings exist for all users of the platform or application, that individuals are assigned unique usernames/logins with appropriate passwords and security questions in place, and establish clear policies around message access history.Lastly, customers need to be made aware of privacy measures present by companies which involve creating documentation on what personal information is collected via text messaging communications and how it is safeguarded by the business.

3. Managing and controlling message volume and customer expectations

When it comes to managing and controlling message volume and customer expectations in text-based customer interactions, businesses should focus on producing quality over quantity of messages. Setting up automated reply features with predefined templates can help streamline response times whenever possible.But at the same time, allowing for some level of customizability or personalization by staff can free up resources that would otherwise be spent responding to individual customers’ queries. Additionally, setting clear expectations upfront helps set realistic standards of communication for users such as message delivery frequency and timespan for expected replies.Utilizing AI insights coupled with predictive analytics to adequately prepare company messaging strategies can effectively reduce overloads as well as ensure a satisfactory ongoing experience for customers.

Future Trends and Innovations

The use of text messaging for customer experience is continuing to evolve. Emerging technologies are making text messages even more engaging, efficient, and effective.Businesses can take advantage of advanced features such as rich conversations with images and animated content, voicemail integration, scheduled responses, and lead segmentation.Additionally, AI-powered automation can improve communication timeframes by providing customers with quick answers to their questions. By leveraging these often overlooked solutions companies can not only boost customer satisfaction but also provide a unique customer engagement platform that will stand out from other organizations in its field.Furthering the application of tech-savviness within communication realms will drive Business success in Customer experience in many successful ways.


In conclusion, this article examined the growing role of text messaging in customer experience. It revealed its numerous advantages over traditional business communication channels and explored various best practices to maximize the potential benefit that businesses can derive from text messaging associated with enhancing customer satisfaction and loyalty while also improving efficiency and productivity within a company.Today’s businesses must embrace SMS communication as it has become increasingly important for enhanced customer experience in order to stay competitive and successful.The changes brought by SMS technology present an exciting opportunity but also pose some difficulties which require careful thought and strategic planning ahead to reap its many benefits fully.


Samuel Edwards

Chief Marketing Officer

Throughout his extensive 10+ year journey as a digital marketer, Sam has left an indelible mark on both small businesses and Fortune 500 enterprises alike. His portfolio boasts collaborations with esteemed entities such as NASDAQ OMX, eBay, Duncan Hines, Drew Barrymore, Price Benowitz LLP, a prominent law firm based in Washington, DC, and the esteemed human rights organization Amnesty International. In his role as a technical SEO and digital marketing strategist, Sam takes the helm of all paid and organic operations teams, steering client SEO services, link building initiatives, and white label digital marketing partnerships to unparalleled success. An esteemed thought leader in the industry, Sam is a recurring speaker at the esteemed Search Marketing Expo conference series and has graced the TEDx stage with his insights. Today, he channels his expertise into direct collaboration with high-end clients spanning diverse verticals, where he meticulously crafts strategies to optimize on and off-site SEO ROI through the seamless integration of content marketing and link building.