Ready, Set, Text: A Quick How-To for Business Texting
Establishing powerful customer connections is just one of many benefits of implementing business texting. Whether you’re totally new to texting or you already have an infrastructure in place, check out the following best practices to get your business on the road to texting today!
Establish Your Business Goals
Business texting has a wide range of applications. Knowing this, it should come as no surprise that implementing a texting solution is highly dependent on your business goals and objectives. For example, are you looking to improve customer service? Increase sales? Reduce contact center costs? Create a clear vision of what you would like to achieve by adding texting as the critical first step in your journey.
Understand the Difference Between Toll-Free, Local and Short Code
When it comes to messaging with consumers, businesses have three options: local numbers, Toll-Free Numbers and short codes. Each option relies on a different infrastructure and thus has its own inherent benefits, drawbacks and ideal use cases. For example, Toll-Free Numbers are great for two-way customer service, while short codes are well-suited for one-way mass marketing promotions.
Pick Your Platform
Choosing the ideal texting platform for your business is highly dependent on your current operations and future goals. For example, if your company already employs a contact center with chatbots, adding texting may simply require the installation of a new app or a CRM update/extension. On the other hand, if your company is totally new to texting, a more robust, specialized platform with message templates and security features may be more appropriate. Conducting your due diligence is paramount to picking the right platform. Visit our Get Started page for a listing of Service Registrars that can help.
Understand the Rules of Engagement
When you employ business texting, there are specific rules and regulations that you must adhere to in order to avoid costly fines and other reprecussions. Follow the Telephone Consumer Protection Act (TCPA), Cellular Telecommunications Industry Association (CTIA) guidelines and per operator acceptable use policies when texting consumers.
Maximize Your Texting Solution
Once you are up and running, your next step is to drive use and adoption. Be an evangelist for your texting solution – let consumers know that a texting option is available via any available channel. This can include your website, online ads, social media and even your on-hold music/message service.
With the right amount of research and planning, a successful texting solution that achieves your business goals is within reach!
New Research at Your Fingertips
Survey findings affirm the benefits of business texting adoption. Download this report to see how business texting can help deliver a better customer experience and increased bottom line.