Sending Automated Text Messages for Local Service Businesses

We’ve all heard it before: there’s nothing better for a business than good communication. How else are you going to reach your potential customers and keep your loyal customers coming back for more? From appointment scheduling to customer satisfaction, every interaction shapes your business and its success. Now imagine if the communication was automated—that’s right, sending automated text messages makes communicating with your customers that much easier!

Automated text messaging is a great way to boost your business and its lines of communication. With communication evolving into a seamless experience that’s not only efficient but downright delightful, you’re sure to see business rolling up to your doorstep in no time.

Ready to learn how to use automated text messaging to your advantage? In this guide, we’ll get into the brass tacks of how best to send automated text messages.

Benefits of Sending Automated Text Messages

Imagine your customers getting personalized texts reminding them of their upcoming service appointment. They appreciate the reminder and, in turn, become a loyal customer. 

That’s just one of the perks of automated text messaging!

Here are a few more advantages of automated text messaging that we particularly like:

• Increased Customer Engagement: Automation brings a personal touch to your interactions, making customers feel valued and fostering a stronger connection.
• Improved Appointment Management: Say goodbye to no-shows with timely reminders and the convenience of easy appointment scheduling through text messages.
• Enhanced Customer Service: Address customer queries promptly, offering support and information whenever they need it, to build brand trust and loyalty.
• Higher Conversion Rates: Craft targeted promotional messages to boost sales and revenue, turning potential leads into satisfied, repeat customers.

Tip: How to Send Automated Text Messages

Best Practices for Implementing Automated Text Messaging

With these benefits in mind, here are our best practices for implementing automated text messaging to make the most of your business:

Obtain Consent

Always get customer consent before sending messages. This not only ensures compliance with regulations but also builds trust and goodwill with your audience. Clearly communicate the purpose of your messages and how often they can expect to hear from you and provide an opt-in option on your website, during service interactions, or through a dedicated sign-up process.

Personalize Messages

Who wants to see the same, boring old text message over and over? No one, that’s who! Give your texts a personalized touch. This is easy enough to do by using your customer data: address them by name and reference previous interactions or purchases they have made with you. Segment your audience based on preferences or behaviors to send targeted, relevant content as well.

Timing Is Key

Be mindful of when and how frequently you send messages. Nobody likes to be bombarded with texts, so strike the right balance to avoid being a digital nuisance. Consider your audience’s time zone and working hours to send messages at convenient times, and find the sweet spot when it comes to message frequency—enough to stay top-of-mind but not so much that it becomes overwhelming.

Integration Is a Must

Integrate text messaging seamlessly into your existing systems and workflows. The goal is to enhance efficiency, not create additional complexities. Select a platform that can integrate with the tools you use daily, such as scheduling software or your CRM, but make sure the integration improves rather than interferes with your current workflows.

Build Your List with Sign-Up Forms

Create sign-up forms to organically grow your contact list to ensure you’re reaching a genuinely interested audience that is more likely to engage with your messages. Place sign-up forms on your website, on social media, and at physical locations where customers interact with your business. Offer incentives, such as discounts or exclusive content, to encourage customers to sign up.

Use Cases and Examples

Now, let’s look at some practical applications of automated text messaging.

• Appointment Reminders: Minimize no-shows and improve customer satisfaction with friendly reminders that make scheduling convenient for your customers.
• Promotional Offers: Boost sales by sending exclusive discounts and offers to your loyal customers. Create a sense of exclusivity by making them feel appreciated.
• Feedback Requests: Improve your services by collecting valuable feedback through automated messages. This shows you value their opinion and helps you make necessary improvements.
• Emergency Alerts: Keep your customers in the loop with instant updates on service changes or emergencies. This builds transparency and trust.

Tip: How to Write and Send SMS Review Requests

Choosing the Right Automated Text Messaging Platform

When looking for the right platform, keep the following factors in mind:

• Scheduling: Ensure the platform allows you to schedule messages in advance, helping you plan and execute your SMS campaigns strategically. Remember, automation for small businesses is supposed to make your job easier, not harder.
• Customization: A good platform should allow you to customize messages according to your brand voice and the preferences of your audience.
• Analytics: Analytical tools enable you to measure the success of your campaigns, providing insights into open rates, response rates, and conversion rates.
• Integration: Ensure seamless integration with your existing tools. The transition should be smooth, not disruptive.

Ensuring Compliance and Avoiding Pitfalls

In order to avoid legal hassles, make sure you understand and adhere to regulations like the TCPA. This helps build trust in your company as well as prove your commitment to compliance. Stay informed about regulations in your industry and region to make sure that commitment doesn’t falter. Regularly update your processes to align with any changes in regulations as well. 

Common pitfalls to avoid include the following:

• Maintain Respect for Customer Privacy: Clearly communicate how customer’s data will be used, implement data protection measures, and assure customers that their information is secure when sending text messages. Allow customers to easily opt-out of messages if they choose to do so. 
• Continuously Monitor and Optimize Message Campaigns: Learn from mistakes, gather insights, and refine your strategy for ongoing success. Regularly analyze performance metrics to identify areas for improvement. Collect customer feedback on the messaging experience and use it to enhance your approach. Campaigns should never be stagnant; always make sure they’re working to their full potential by keeping an eye on feedback and analytics to best optimize them.

Measuring Success and Optimizing Campaigns

Similarly, keep track of your performance to maintain your ongoing success. The following key performance indicators (KPIs) will help you gauge the effectiveness of your automated text messaging campaigns:

• Open Rates: Measure how many customers are opening your messages. A high open rate indicates that your messages are grabbing attention.
• Response Rates: Gauge the level of engagement with your audience. A higher response rate means your messages are resonating with customers.
• Conversion Rates: Track the number of customers converting after receiving a message. This metric directly ties your messaging efforts to business outcomes.

Make sure to continuously analyze these KPIs to identify trends and patterns. A/B testing different message variations, timing strategies, and calls-to-action can also provide valuable insights.

Collecting customer feedback on their messaging experience will also offer qualitative data for improvement. Nothing’s better than hearing from your customers themselves what they thought of the texts for both positive feedback and areas for improvement.

How Broadly Can Help

Now, why not make your life even easier with Broadly? With Broadly’s user-friendly software, you can streamline your financial workflows and simplify the invoicing process.

Impress your customers with sleek invoice templates for email and SMS campaigns that showcase your professional and consistent brand image. Send real-time review requests following invoice payments to increase the number of reviews your company receives. With the ability to effortlessly synchronize your invoices with Quickbooks Online for effective bookkeeping, Broadly’s text platform is the best option for local service companies.

Want to see for yourself? Try a free demo today!