SMS communication (aka texting) makes it super simple to engage with your customers. All you need to do is send a quick, informal message, and it’s sent right to their phone. Since most people have their phone with them at all times, you can pretty much guarantee your message will be seen.
That being said, it’s crucial to uphold certain standards and practices to make sure messages are effective and well-received. While it’s easy to get a message to someone, it’s just as easy for them to ignore your text, or worse, mark it as spam.
These best practices will help you get the most out of SMS communications, and hopefully, keep you from getting blocked:
-
Get Opt-In Consent
Always ensure you have explicit consent from the end user before sending any SMS communication. This respects their privacy and builds trust.
In the event someone does not want SMS communication, mark them as Restrict Texts.
-
Identify Your Business
Clearly state your business or service in the message to avoid confusion and ensure the recipient knows who is contacting them.
-
Respect Time
Send messages during the recipient's daytime hours unless it's urgent. This ensures your message is received at a convenient time.
-
Clear and Proper Formatting
Format your messages well and write clearly. Keep messages under the 1,600 character limit, avoid mysterious links, hyperbole, and abbreviations.
-
Respect Do Not Call Registries
Avoid contacting end users listed on Do Not Call or Do Not Disturb registries to respect their communication preferences.
-
Identify and Personalize
Always state who you are and personalize the message to make it relevant to the recipient.
-
Clear Call to Action
Include transparent links and a clear call to action to guide the recipient on what to do next.
-
Measure Effectiveness
Track the performance of your messages to understand what works and refine your approach.
Use the Team Productivity page in Analytics to view SMS Conversations metrics. In the report, add the column for “SMS Convos.” Then you can compare the convos against success, meetings booked, and other metrics.
-
Match Prospect's Tone
Align your language and formality with that of your prospect for better resonance.
-
Consider Use Cases
Understanding the best times and situations to employ SMS ensures that your messages are impactful and well-received. Here are some SMS use cases to keep in mind:
- Meeting Reminders: Send reminders to ensure attendees don’t miss their appointments.
- Follow-Ups on Queries/Objections: Quickly address any questions or concerns your prospect may have.
- Reference to Next Cadence Step: Guide the prospect through your sales process by referring to the next steps.
- Supplement to Voicemail: Use SMS to complement voicemail messages for better engagement.
- Post-Event Check-Ins: Follow up with attendees after events to maintain engagement and gather feedback.
Example SMS Messages
Follow-Up:
Hi X, it’s Eliza here, your AE at Salesloft. Thank you for today. I’ve prepared our proposals as promised. When would be a good time for me to call to discuss?
Meeting Confirmation:
Hi X, Bobby from Salesloft here. Alice and I are looking forward to meeting with you today to discuss your growth goals and how we can partner with you to drive action. Does 2pm still work for you?
Share your tips, success stories, and challenges in the comments below. Let’s learn and grow together!
#SMSBestPractices #SalesCommunication #CustomerEngagement #TextMessaging #EffectiveCommunication
Additional Resources