By: Kaeli Hall

We’ve all been there. Three days into an email thread that has been going back and forth, you realize that a call or a text would have had this conversation wrapped up in 10 minutes. Whether it’s text messaging, calling, emailing, postcards or hand-written letters, all of these channels are important parts of any business communication strategy. However, not all communications are created equal.

Some channels of communication are much more effective for certain types of messages than others. Take a look below for some tips on when it is the right time to send a text message to communicate to your customers.

Text Message Do’s and Don’ts

Do:

• Send your customers updates that they should read right away: Is there an update on a service already in progress? A text message is a great way to get your customers' attention no matter what they are doing.
• Encourage back and forth communications: Text messages are conversational tools! Take advantage of the seamless chat in text messages.
• Share valuable business information that is time sensitive: Introducing a new service that your customers have been begging for? Putting on a special customer appreciation event? If you have an unusual and pertinent business announcement, a text message might be the right choice, just make sure it’s worth their while.
• Share limited time, widely used special offers: Text message specials should be useful to most of your customers, and as much as possible, they should be relevant to the recipient. Stick to services that everyone can use, or are specific to the recipients.
  
  

Don’t:

• Share small updates about business operations: Only a handful of customers will be impacted if you’re going to be closed for a major holiday, and getting a text message can interrupt your customers' days. Updating your Google My Business, posting on your Facebook and other social media platforms and sending an email are better ways to communicate that to your customers.
• Advertise specialized services to big groups of people: Some services, while important, are only needed once every few years, or only needed for certain customers. Try to stick with offers that most people will have use for, or target your texts to the customers who need that service.
• Send messages that need a detailed explanation: Text messages have some limitations, including character limits. If your message needs a detailed explanation to be clearly communicated, emailing or calling might be a better choice.
• Send messages without a call to action: We keep our cell phones on our person most of the time. Wishing your customers a happy holiday is great, but it doesn’t need to be communicated right away. A postcard or email will work better for that.
  
  

Used correctly, text messaging can be a powerful tool to increase business at short notice. Following these guidelines can keep your opted-in customer list high and keep those opportunities coming!

Want to learn how Kukui can help you with texting? Learn more about our Text Connect Platform here!