Mastering SMS marketing etiquette is crucial to the effectiveness of your campaign. Proper texting etiquette involves adhering to communication standards that ensure your audience’s marketing messages are impactful and positively received.
Exploring marketing strategies or streamlining internal communications demands understanding the nuanced art of business texting. This understanding fosters meaningful connections and is pivotal for sustained success.
This guide will discuss professional messaging and explore critical etiquette rules for SMS marketing, customer support, B2B communications, and employee interactions. Adhering to these principles of text message etiquette will enhance customer satisfaction and nurture more robust relationships.
Here are 16 SMS marketing etiquette rules to follow:
1. Avoid sending and receiving confidential information via text message.
Text messaging is easy and convenient. However, sending or receiving confidential information on this platform is not advisable. You risk misinterpretation, and the information may be in the wrong hands. Always opt for more secure communication channels when handling sensitive information, such as encrypted emails, secure messaging apps, or password-protected documents.
Observing the rule against sending confidential information via text is essential to protecting individual privacy and business integrity, preventing data breaches, and maintaining professionalism. Secure channels like encrypted emails or apps reduce information theft risks and enhance organizational reputation by demonstrating a commitment to safeguarding data.
When you use secure communication methods, your customers will appreciate your discretion and trust your business more. It shows you value their privacy and take the necessary steps to protect it.
2. Transfer Complex Discussions to a Different Communication Platform
In business communication, some topics can become too complex to discuss through texting. It is crucial to know when to switch to a different communication platform. Continuing via email, phone call, or in-person meeting might be more efficient and effective if the conversation becomes lengthy or complicated.
Texting should only be used for short and straightforward messages that do not require extensive back-and-forth discussions. For instance, confirming an appointment, sending a quick update, or sharing brief information are all suitable for SMS. Knowing when to transition the conversation to a different platform shows professionalism and respect for your recipient’s time.
3. Make Your Text Messages Feel More Human and Conversational by Personalizing Them
Personalization is not just a rule; it’s a powerful strategy in SMS marketing. By using your recipient’s name and avoiding robotic or generic messages, you can make your audience feel more valued and engaged, leading to stronger connections with your brand.
You can also personalize texts by mentioning previous interactions or purchases with the customer. This shows that you pay attention to their needs and preferences, thus fostering a stronger connection between your brand and the customer.
When well executed, personalization and customization of SMS marketing message content can increase open rates, click-through rates, and conversions. It also sets your brand apart and helps build a loyal customer base.
4. Introduce yourself in your first text.
Introducing your business in the first text is crucial for an effective SMS and texting campaign. Receiving texts from an unknown number can be off-putting. You establish credibility and trust with the recipient by introducing yourself and your business. To prevent misunderstandings, ensure your initial text includes a recognizable business name and suggest recipients save your number for future communications.
Moreover, consistently clarify the purpose of your messages, even beyond the first interaction, to maintain transparency and engagement.
5. Quickly respond to inbound text messages
Swift responses in SMS marketing are vital for showing respect for customers’ time, fostering trust, and improving customer satisfaction and retention. Timely replies keep communication relevant, enhance engagement rates, provide immediate resolutions in customer support, and maintain interaction momentum, solidifying customer loyalty and increasing the chances of favorable outcomes.
Businesses can enhance response times by using SMS marketing automation, assigning dedicated teams for prompt messaging during business hours, and training staff in quick problem resolution. Swift responses improve customer satisfaction, loyalty, and brand reputation by showing that customer concerns are prioritized and that the business values efficient, reliable communication.
Slow responses in SMS marketing can cause frustration and dissatisfaction, leading to negative reviews, loss of current customers, and a tarnished brand reputation. Customers may perceive a lack of urgency or importance attached to their needs, which could drive them to competitors who offer more efficient service. Timely replies, on the other hand, keep communication relevant, enhance engagement rates, provide immediate resolutions in customer support, and maintain interaction momentum, solidifying customer loyalty and increasing the chances of favorable outcomes.
6. Keep your text messages brief, straightforward, and to the point
SMS marketing requires brief, straightforward messages due to the 160-character limit. This limitation means focusing on the essential parts of the message to grab attention and communicate effectively. A clear message is more likely to be read and acted upon, enhancing campaign effectiveness.
Brevity leads to quick understanding and increases positive responses. Short messages respect the recipient’s time and prevent information overload, which can lead to disengagement. Long or complex texts might be ignored or misunderstood, damaging the brand’s image and customer satisfaction.
To do this effectively, pinpoint the main point or action. Remove unnecessary words or details. Use simple language and avoid jargon. Using SMS marketing tools with templating features can help keep messages concise and consistent. This approach improves engagement, increases open and click-through rates, and strengthens customer loyalty and brand image. Ignoring this principle can result in lower engagement, frustrated customers, and missed conversion opportunities.
7. Send Text Messages During Regular Business Hours
The accepted etiquette for texting hours suggests that businesses limit SMS communications to the window between 8 a.m. and 9 p.m. Messages sent outside these hours are often perceived as intrusive and unwelcome. Observing this guideline enhances the likelihood that messages will be read and responded to promptly.
Sending texts outside business hours can lead to negative responses. Customers may feel disturbed, leading to dissatisfaction. It can also cause the brand to appear inconsiderate and unprofessional, hindering marketing efforts. By contrast, timing texts boost the chances of engagement and positive interaction.
Schedule messages during peak times when customers are most active. Use SMS marketing tools with scheduling features. Respect different time zones if dealing with a diverse audience. Timely messages indicate a business that values customer convenience, enhancing satisfaction, loyalty, and overall brand image. Ignoring this rule risks customer annoyance, reduced engagement, missed opportunities, and potential loss of business.
8. Limit your text message frequency and avoid double texting.
Excessive SMS messages and double texting can have serious consequences. They can overwhelm recipients, leading to unsubscribes and a negative impression of your brand. By respecting message frequency, you can maintain recipient interest and protect your brand’s reputation.
Frequent texts can diminish their impact, causing recipients to ignore or block your messages. It increases the risk of annoyance and reduces trust. Customers may perceive the brand as intrusive, leading to dissatisfaction and potential churn. Balanced frequency keeps engagement steady and builds positive relationships.
Develop a clear messaging schedule. Use analytics to determine optimal frequency based on customer interactions. Implement SMS marketing tools to avoid double texting. Limit messages to significant updates or special offers. The benefits include improved customer satisfaction, increased loyalty, and sustained open rates. Non-observance could harm your brand and decrease campaign effectiveness.
9. Before texting your clients, get their permission.
Getting permission before sending text messages is crucial for maintaining a positive customer relationship and complying with legal regulations. It also leads to higher engagement rates and improved campaign effectiveness.
Sending unsolicited texts can result in negative responses, complaints, and legal action. Customers may feel violated or annoyed, damaging their perception of the brand and potentially leading to unsubscribes. It can also harm the business’s reputation and lead to legal consequences.
Getting permission shows respect for customers’ privacy and preferences. It increases trust, engagement, and satisfaction, strengthening relationships and long-term loyalty. Use opt-in methods such as online forms, text-based replies, or a clear opt-out option. It helps build a loyal customer base, improves campaign effectiveness, and mitigates potential legal risks.
10. Set reasonable expectations.
In SMS marketing, establishing clear expectations fosters clarity, trust, and openness between a company and its clientele. By setting well-defined expectations, businesses can cultivate loyal and enduring relationships with their customers, who clearly understand what to anticipate. It leads to greater customer satisfaction and fewer grievances.
Customers appreciate transparency, making them more likely to engage and respond positively. Clear expectations help avoid misunderstandings or disappointments and boost the chances of achieving the desired marketing goals. Businesses must set these expectations to avoid increased unsubscribe rates and customer dissatisfaction.
Start by communicating clearly what customers will receive. Be honest about the frequency and type of messages they can expect. Use simple language and be upfront during the opt-in process. This helps build trust and ensure customers are willing to be on board. It leads to higher engagement, better customer relationships, and a stronger brand image. Ignoring this rule can result in legal issues, lost customers, and a tarnished reputation.
11. Maintain consistency in your text messages.
Consistency is key in SMS marketing. It helps establish and maintain brand identity, build customer trust, and increase recognition. Consistent messaging ensures a cohesive customer experience, increasing engagement and satisfaction. On the other hand, inconsistent messaging can cause confusion, mistrust, and disengagement.
Use the same tone and voice throughout messages. Keep visuals, such as logos or colors, consistent. Your customer will easily recognize your brand and associate it with positive experiences. Consistency also applies to message length, frequency, and timing. Use SMS marketing tools with templating features to maintain consistency effortlessly.
12. Every text message you send should be thoroughly reviewed.
SMS marketing demands professionalism in messaging. When crafting text messages for business, ensure meticulous attention to spelling, grammar, and punctuation. Mistakes in spelling and improper punctuation can significantly tarnish your professional image.
Before dispatching your message, thoroughly review it to weed out any errors. Pay close attention to potential pitfalls like autocorrect and autocomplete errors. Double-check your texts to confirm they accurately convey your intended message. To streamline your SMS marketing efforts, consider storing successful messages as templates for future use.
Likewise, verify the accuracy of voice-to-text messages before sending them, as errors are always possible. Aim for flawless business communication across all platforms, be it a traditional letter, an email, or a text message, to maintain a polished and professional image.
13. Don’t use abbreviations.
Abbreviations can cause misunderstandings. They are often unclear to recipients. Avoid using them to maintain clarity and professionalism. Customers may misinterpret abbreviated words, leading to confusion. It can decrease engagement and trust. Clear communication is key in SMS marketing.
Explain your message without shortcuts. Short, clear sentences improve readability. Use complete words to ensure your customers understand the message. It promotes transparency and builds trust. Higher clarity in messages leads to better customer satisfaction. It reduces the chances of complaints and unsubscriptions.
Respect your customer’s time. Written texts are quicker to read. They convey the message effectively. Follow the rule to see increased engagement and retention. Customers will appreciate the effort, boosting loyalty. The benefits include a stronger brand image and improved campaign success. Ignoring this rule can harm your reputation and campaign effectiveness.
15. Be patient.
Practicing polite texting includes adhering to response time etiquette. Once you’ve sent a message, give the recipient time to respond before sending more texts. If they haven’t replied, it typically means they’re preoccupied.
Exercise patience and maintain a consistent approach. Give your customers sufficient time to engage with your messages. Avoid overwhelming them with too many texts, leading to burnout and potential unsubscribes. Have faith in your strategy and be willing to make adjustments and improvements when needed, ensuring that the content you provide to your customers is always of value.
16. End your text conversations gracefully.
Ending text conversations gracefully is crucial in SMS marketing. It demonstrates respect for your customers’ time. Polite farewells contribute to a positive experience, enhancing customer satisfaction and fostering loyalty.
A well-concluded conversation leaves customers feeling appreciated, mitigating frustration and maintaining high levels of engagement. Such positive interactions encourage repeat business and help reduce churn rates. Adhering to this principle fortifies customer relationships.
Express gratitude to your customers for their time. Employ clear and courteous language, providing a call to action when necessary. Ensure they can contact you quickly if they have further questions. By following these guidelines, you’ll witness improved retention rates. Cheerful sign-offs can leave lasting impressions, so always strive for a respectful end to every interaction.
When is Considered the Right Time to Send an SMS Marketing?
Understanding the optimal time to send an SMS marketing message maximizes engagement and effectiveness. The right time largely depends on your target audience and the nature of your campaign. Generally, the most effective time frame for SMS marketing falls within standard working hours: 9 a.m. to 5 p.m. Sending messages within this period ensures that recipients are likely to be alert and attentive, increasing the likelihood of a positive response.
Avoid sending messages too early or late in the evening, as this can be intrusive and may lead to negative images for your brand. Respecting your customers’ time is vital for maintaining a positive relationship. Additionally, sending messages outside these optimal hours can significantly decrease open rates and engagement.
A simple timeline for sending SMS marketing messages is shown below:
- 9 a.m. – 12 p.m.: Announce new products, special promotions, or limited-time offers.
- 12 p.m. – 2 p.m.: Send reminders about ongoing sales or updates on new collections.
- 2 p.m. – 5 p.m.: Send follow-up messages, appointment reminders, or last-minute deals.
Aligning your SMS marketing strategy with these productive hours can lead to higher open rates, increased engagement, and better campaign results. Understanding your audience’s habits and preferences is essential to tailoring your approach and maximizing the effectiveness of your SMS marketing efforts.
Read more about What’s the Best Time to Send Marketing Text Messages.
Why Follow Proper Etiquette when Sending an SMS Marketing?
Following proper etiquette when sending an SMS marketing message is crucial for maintaining a positive brand image and fostering strong customer relationships. Proper SMS etiquette ensures transparent, respectful, and professional communication, vital for customer trust and satisfaction.
Clear communication prevents misunderstandings and allows customers to understand your message without confusion. Using complete sentences and avoiding abbreviations makes your message more understandable, promoting transparency and trust. Secondly, respecting your customers’ time by adhering to appropriate messaging hours shows consideration for their schedules, reducing the chances of your messages being seen as intrusive or annoying. It increases the likelihood of positive engagement and response rates.
Proper etiquette, such as reviewing messages for errors and using polite language, demonstrates professionalism and attention to detail. This approach helps to prevent mistakes like autocorrect failures or unclear messaging, which can damage your brand’s credibility. Consistently polished communication upholds a professional image, making customers more likely to view your brand favorably and remain loyal.
Following proper SMS marketing etiquette will enhance your campaign effectiveness and build trust and respect with your audience, ultimately leading to better customer retention and higher satisfaction.
How to Properly Send Bulk SMS for your Campaigns?
Sending bulk SMS for your campaigns requires caution and careful execution to ensure maximum effectiveness and avoid potential issues. Here are some steps you can follow to send bulk SMS for your campaigns properly:
- Define your target audience: Before sending any bulk SMS, it’s crucial to identify and define your target audience. It will allow you to customize your messages specifically to their needs and
- Choose a reliable SMS marketing platform: Before sending bulk SMS messages, select a reputable SMS marketing platform that can handle large volumes of messages and has the necessary features for your campaign.
- Segment your recipient list: To ensure that your message reaches the right audience, it’s essential to segment your recipient list based on demographics, behavior, or interests. It will help personalize your messages and increase their relevance to the recipient.
- Craft a compelling message: For Bulk SMS sending, it’s crucial to create a short, concise, and engaging message that will capture your audience’s attention. Avoid using too many abbreviations or jargon, and ensure the message is easily understood.
- Schedule your messages strategically: Choosing the right time to send your bulk SMS is essential. Consider your target audience’s habits and preferences, and avoid sending messages too early or late in the day.
- Test and review before sending: Before sending out your bulk SMS, it’s crucial to test it on a small sample group to ensure it is error-free and effectively conveys your message.
- Monitor and analyze results: After sending your bulk SMS, monitor and analyze the results to determine the effectiveness of your campaign. It will help you make any necessary adjustments for future campaigns.
How to Write a Successful SMS Message Marketing?
Writing SMS marketing messages entails careful consideration and planning to ensure that your message captures the audience’s attention and prompts them to take action. Follow these steps for crafting effective SMS marketing messages:
- Define Your Objective: First, identify what you want to achieve with your SMS marketing message. Whether it’s increasing sales, promoting a new product, or reinforcing brand awareness, having a clear goal will guide your message creation.
- Know Your Audience: Understand your target audience’s preferences, habits, and expectations. This knowledge will help you tailor your message to resonate with your recipients and increase engagement rates.
- Craft a Strong Opening: Start with a compelling hook immediately grabs your audience’s attention. Use power words or emojis carefully to create interest without overdoing it.
- Keep It Concise: SMS messages have limited characters, so make every word count. Avoid unnecessary jargon and keep your message short, direct, and easy to understand.
More Successful Tips
- Provide Clear Instructions: If you want your recipients to act, clarify what they must do. Use actionable language like “Buy now,” “Sign up,” or “Learn more” to direct them.
- Include a Sense of Urgency: Emphasize limited-time offers or exclusive deals to create urgency. Phrases like “Hurry,” “Limited time,” or “Offer ends soon” can motivate recipients to act quickly.
- Use Personalization: To make the recipient feel valued, include their name or tailor the message to their preferences and past behavior. Personalized messages tend to perform better in terms of engagement.
- Add Contact Information: Include a way for recipients to contact you or learn more, such as a phone number, website link, or email address. It makes it easy for them to follow up if they’re interested.
- Test Your Message: Before sending your message to your entire list, test it with a small audience segment to identify potential issues and ensure it delivers as expected.
- Comply with Regulations: Ensure that your SMS marketing complies with all relevant regulations, including obtaining consent from recipients and providing an easy way for them to opt-out.
Learn How to Write SMS for Marketing to craft effective communication with your customers.
Is Using SMS Marketing Templates Effective for Business Marketing?
Yes, using SMS marketing templates can be highly effective for business marketing. Templates save time and ensure consistency, allowing businesses to craft professional messages quickly without sacrificing quality. They also help maintain a consistent brand voice across multiple campaigns, which can reinforce brand identity and recognition among customers.
Some examples of effective SMS marketing templates for businesses are listed below:
- Promotional messages: “Don’t miss out on our limited-time offer! Use code TacoTuesday10 for 10% off your next purchase.”
- Event reminders: “Reminder: Our annual sale starts tomorrow! Get ready to shop amazing deals in-store and online.“
- New product announcements: “Introducing our newest product, Incredible Lash! Available now at all our stores and online. Don’t miss out!“
- Holiday greetings: “Happy New Year from our team at The Latte Lane! We wish you a year filled with happiness and success.“
- Survey or feedback requests: “We value your opinion! Share your thoughts on our products and services through this quick survey, and as a thank you, you’ll receive a special discount code.”
Discover more Examples of SMS Templates for All Industries that you can use for your business.
Are there Any SMS Marketing Platforms That Can be Used for an Effective SMS Marketing?
Yes, SMS marketing platforms can be used for effective SMS marketing. These platforms offer various features that help businesses reach their target audience efficiently, track their campaigns, and analyze the results for continuous improvement. Three standout options are JookSMS, Twilio, and EZ Texting. JookSMS is the top choice due to its comprehensive features and user-friendly interface.
- JookSMS: JookSMS is renowned for its robust and scalable solutions that cater to businesses of all sizes. It offers a user-friendly platform with features like bulk messaging, automated responses, and detailed analytics. One of its standout aspects is its customer support, which provides real-time assistance and ensures smooth campaign execution. JookSMS also supports international messaging, making it ideal for businesses with a global reach.
- Twilio: Twilio is a versatile SMS marketing platform known for its powerful API integrations, which allow businesses to customize their messaging services to fit specific needs. Twilio supports high-volume messaging and offers various features such as SMS surveys, alerts, and even two-factor authentication. Its reliability and scalability make it popular for enterprises seeking robust SMS marketing solutions.
- EZ Texting: EZ Texting offers an intuitive, particularly user-friendly platform for small to medium-sized businesses. It provides features like text-to-join campaigns, keyword management, and message scheduling. Additionally, EZ Texting includes templates and personalization options to help companies create engaging and tailored messages for their audience. Their extensive library of support resources and customer service ensures users can maximize the platform’s potential.
These platforms are designed to simplify reaching out to customers, tracking engagement, and refining marketing strategies, making them invaluable tools for effective SMS marketing. Read more about the Best SMS Marketing Platforms to discover which is right for your business.
Can Proper SMS Marketing Etiquette Improve Your Brand Reputation?
Yes, proper SMS marketing etiquette can significantly improve your brand reputation. Adhering to etiquette principles, such as obtaining consent before sending messages, respecting the frequency of communication, and providing easy opt-out options, ensures that customers feel respected and valued. When customers trust that your brand will not misuse their contact information, they are more likely to engage positively with your messages.
Avoiding spam text messages and consistency in timing will improve your brand reputation. Instead, focus on sending targeted, valuable content that aligns with your recipients’ interests and needs. This approach enhances customer satisfaction and fosters loyalty and positive word-of-mouth, ultimately strengthening your brand image.