If you’re reading this, you’re probably already SMSing your customers. And that means you also know there are some steps you need to take as you get ramped up. Getting the required consent (“opt-in”) from your customers can sometimes be a challenge, text software can be complicated, and promotions can frustrate customers when done the wrong way.
Sometimes it can feel like it’s enough to pull the plug. If used effectively, however, a bulk or mass texting service can strengthen relationships by inviting responses. The key is knowing how to use a bulk text messaging service effectively to send messages that get results.
75% of consumers want to receive offers via SMS—but they need to opt in first. By giving you the right tools, mass text messaging can help you tap into the power of messaging by powering hundreds of impactful interactions. It can also significantly enhance the promotional campaigns you currently run.
What is a Bulk Texting Service?
A mass texting service is a platform of messaging tools that empowers businesses to message their customers on a mass scale. It helps you reach your customer base all at once or connect with select groups within that base.
An effective mass texting service powers multiple conversation threads simultaneously, encouraging continued engagement. However, it makes it easy to do by bringing all of the interactions into one, easy-to-use inbox.
Is Bulk Texting Legal?
In short, yes, as long as you’re complying with the laws, rules, and regulations (see more about some of those rules and regulations here) that apply to your situation, including where your business and our customers are located. You should always be aware of what rules apply to your business to make sure you message compliantly.
Something else to keep in mind is that texting is more intimate—and can sometimes feel more invasive—than other forms of communication. Text messages appear directly on a person’s phone, whether they are at home, at work, asleep, awake, on a date with friends, or sharing a personal moment with family. Because of this, as well as the various laws that apply to texting messaging, local businesses should always use messaging thoughtfully and ethically.
To use SMS marketing in a compliant and thoughtful way you should always be transparent with those you’re messaging and only message people who have “opted-in” (that is, provided prior express consent) to receive messages from you. If you’re in the United States, this involves abiding by the rules set out by the Telephone Consumer Protection Act and other similar regulations, including those that apply at the state and local levels. Other countries and locations have their own laws that may apply and which you should be aware of when texting.
Spamming customers is poor practice and carries repercussions. Not only can it severely damage customer relationships and trust, but it can also result in hefty fines or other penalties. It’s, therefore, crucial that you only message contacts who have opted-in to receive promotional messages from your business.
There are several different customer segmentation models you can use, including:
- Demographic segmentation (age, gender, income)
- Geographic segmentation (country, state, city)
- Psychographic segmentation (personality, values, interests)
- Technographic segmentation (mobile vs desktop use, apps)
- Behavioural segmentation (tendencies and frequent actions, feature/product use)
To segment your customers, first determine your customer segmentation goals—what you hope to achieve and accomplish. Next, segment your customers. After targeting and reaching them, analyse your segments and make adjustments.
Dividing your customers into buckets for promotions and messaging takes time and research, but it’s well worth the effort. As you adjust and analyse accordingly, you’ll be able to send the right message, every time.
Mass Text Messaging for Promotions
For most businesses, promotions typically come in the form of emails or referrals. These promotional efforts can be difficult to track and cost a lot of money, especially if you’re using paid advertisements to get your word out.
SMS promotional campaigns can be affordable and effective, especially if you’re already messaging your customers. And the ways mass texting software can enhance the effectiveness of your campaigns are endless.
- Automations. Mass text messaging software can provide templates that you can use to automatically send personalised messages at the right times for all of your different customer segments.
- Opt-ins. With a platform that syncs with the other touchpoints>>✅ Make messages multimedia. Multimedia messages are engaging. Include images, gifs, and links to keep customers interested!
✅ Respond in real-time. A seven-hour delay in response time doesn’t feel like a real conversation—it feels like a bot. Try to respond as quickly as possible to avoid disengagement and increase connectivity.
Don’t:
Send too frequently. Inundating your customers with messages leads to frustration and “STOP!” replies.
Ignore opt-in and opt-out rules. Failure to comply with applicable laws and rules undermines trust and damages your reputation. Only message customers who have opted-in, and make sure to respect their decisions. 61% of customers say they would unsubscribe from promotional messaging if they received messages they didn’t recall signing up for.
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