Two-Way Texting
Updated: Feb 26
Two-Way Texting, also known as 1-to-1 texting, allows timely and convenient communication with your customers and leads.
What is two-way texting?
AGE Texting allows businesses to interact with their customers via text in a chat like mode. The customer receives a text from you while you receive and send messages from our platform's Two-Way SMS is an ideal method to provide customer support, help close deals, and engage with your customers. 89% of consumers want the ability to two-way text with a business. 1
How to create a meaningful greeting and introduction
Two-way SMS is essentially initiating a conversation with a stranger. If you have collected dynamic fields about your subscribers through opt-in, you will already have their first name. All their information shows up on your Inbox dashboard. Only communicate basic customer support information; do not use our platform's Inbox for discussing a customer's account.
To create a meaningful greeting:
Be clear: Include your name and business name so customers know who they are texting with and spell out everything. Make note that by texting with you, they consent to receive customer support and marketing texts from you but they can opt out at any time by texting back STOP.
Be mindful of your tone: Maintain a professional tone. Do not use abbreviations.
Keep it brief: In addition to being mindful of a professional tone, focus on meeting the need of the customer. Make note that SMS allows up to 304 characters. Any responses beyond that in character count will need to sent from your MMS Inbox.
How to keep the text correspondence compliant
Compliance is confirming the customer consents to engage with you via text message. Obtaining their approval upfront is critical. Make sure you ask in your initial response. Brand-to-consumer SMS messaging is protected by the same regulations as calls to cell phones.
Give the consumer the ability to unsubscribe or discontinue receiving further texts from you. AGE Texting has an automatic built-in opt out function. Any time a consumer texts back STOP, they are removed from your list and will not receive another text unless they opt in.
How to continue the text conversation
What makes two-way SMS so desirable is that after the initial consent, you can contact customers via text moving forward with information about updates, issues, and promotions including invitations to join VIP programs, events, or surveys.
During your conversation with the customer, make note that it is an experience to further develop relationships that may also result in a loyal customer. Loyal customers are invaluable to your business.
Why people prefer SMS over other channels
Benefits of Two-Way SMS
The benefits of two-way messaging are clear.
Customers can easily reply to you. Customers like when there is someone on the other side to address any questions or concerns they may have after receiving a text campaign.
Customers assume you can respond via text. When you are sending text campaigns, customers may assume that there is also a human on the other side to talk to. Personalize your customer support by offering one-on-one texting.
If your SMS provider does not offer an easy-to-use two-way texting platform, you may want to explore SMS services that provide one-on-one texting.
Your customers are familiar with conversational texting. If you offer that as part of customer support or scheduling appointments, you appear personable and accommodating.
AGE Texting's two-way texting service is included with our SMS product—one of the many, many features and benefits of our texting platform.
Sources:
1 www.sinch.com