Two-Way Texting: How To Talk (and Listen) To Your Customers

You may already know the power of SMS to send text blasts, coupon codes or automated messages to your customers, but have you considered being on the receiving end of SMS?

Two-way text messaging allows customers to interact with your business on a personal level, and this real-time communication gives you a unique chance to build relationships and trust–ultimately boosting brand loyalty, revenue and customer engagement.  

Today we’ll look at the power of two-way SMS messaging and how it can help build your business by improving the customer experience.

First, read The Complete SMS Compliance Guide before sending SMS text messages.

Why Use Two-Way Texting?

More and more companies are starting to use conversational SMS to build positive, long-lasting relationships with their customers. But what’s the secret behind the effectiveness of this advanced marketing tool? Here are some fascinating facts:

• A survey conducted in 2022 indicated that 71% of Americans check their phones within the first 10 minutes of waking up. 
• According to the same study, 70% check their phones within five minutes of receiving a notification, and 53% say they have never gone longer than 24 hours without their cell phone.
• According to a 2022 Statista survey in the U.S., 47% of responding Millennials and 44% percent of Gen Z consumers said they liked receiving SMS messages from brands.

It’s Fast

SMS is one of the most direct and immediate channels of communication. It takes seconds to

get your SMS text message to your audience. 

By using two-way texting to convey important information to your customers, you can rest assured that they’ll get your messages quickly. In addition, appointment changes, shipping notifications, payment reminders, and employee communications all get a boost from two-way messaging should problems arise.

It’s Convenient

As people feel less comfortable with phone calls, they’re increasingly comfortable with SMS as a personal and discreet way of communication. Texting is a great way to get concise bits of information to your audience without chasing them with unwanted or ill-timed calls. 

Your customers can read and respond to your messages at their convenience without feeling stressed or embarrassed to talk to someone they hardly know. Unlike a phone call with a live agent, two-way SMS doesn’t put the customers on the spot – instead, it gives them time to think before answering.

It Enables Feedback

Customers want to know that you care about what they want and think. Conversational messaging allows you to ask your customers questions and get their feedback on your products and services. One-on-one conversations let people feel heard and important. It shows the human side of your business and leads to higher engagement rates.

It’s Flexible

SMS marketing allows you to send text blasts to all your customers or divide your subscriber list and send out personalized, targeted content. Using messaging software like Textedly, you can also schedule your mobile campaign in advance and deliver time-sensitive messages to your customers. 

While SMS is an excellent stand-alone channel, it can be coordinated with other marketing channels to enhance the effectiveness and ROI of your campaigns. For example, you can send an SMS to remind your customers to read an email or to check a promotion posted on a social network. This will lead to increased email open rates and higher engagement on social media sites.

For more information, check out our blogs on how to merge your text marketing efforts with your email strategy or with your social media strategy.

It’s Affordable

You don’t have to engage a team of IT experts or make huge investments to enjoy the benefits of two-way texting. Textedly’s two-way SMS is cost-effective for any company, from startups to large businesses. 

It’s Scalable

You can start with a small number of SMS subscribers and scale up as your business grows. All you need is an SMS messaging platform that combines inbound and outbound messaging services. With Textedly’s robust platform, you can easily manage any number of contacts, schedule and monitor your campaigns, send and receive messages, and track ROI.

How to Use Two-Way SMS

So, how do you use two-way SMS to improve customer interaction and turn uninterested customers into loyal clients? Combining two-way texting with automation, personalization, and integrations creates a powerful conversational texting strategy. 

Forget traditional “spray and pray” approaches to texting. Instead, find out what works best for both old and new customers, provide targeted recommendations, and collect valuable data for future marketing campaigns. By taking the right approach to your audience and balancing distance and intimacy, you can uncover vital information for future communications and campaigns.

Read A Comprehensive Guide to SMS Marketing for Business

Send Two-Way SMS With Textedly

Savvy marketers know that genuine and meaningful communication with customers is the key to a successful marketing campaign. As an advanced approach to mobile marketing, two-way texting is a valuable weapon in any marketer’s arsenal.

Are you interested in discovering more ways that two-way texting can benefit your business?

Textedly provides simple, affordable SMS solutions for businesses in every industry. Learn how easy it is to start two-way texting with your customers. 

Sign up for a free Textedly trial today!