Text Page - Customer Relations (2024)

FAQs

Can I legally text message my customers? ›

For a company to legally transmit informational messages to a consumer, it is necessary to obtain express consent from the receiving party.

Example: Hi [name]. Thanks for being a [company name] customer. I've forwarded your message to your account manager, [name], to ensure your issue is addressed properly and as quickly as possible. To stop receiving texts, respond STOP.

Customers expect texting to be a personal communication channel, so personalize your messages to them as much as possible. Use your customers' names, and only send them messages about things you know they'll be interested in based on previous purchases or interactions.

SMS for customer service, also referred to as customer texting, is a service in which a business or organization uses SMS marketing software to respond directly to messages from customers or constituents. Text messaging for customer service can allow for faster response rates and more personalized service.

The TCPA prohibits any telephone solicitation (including text messages) anytime before 8 am and after 9 pm in the recipient's time zone (known as "quiet hours"), but certain states have more restrictive rules. To be safe, you should only send texts during normal hours (9 am to 8 pm in the recipient's time zone).

Yes, there are laws under the Telephone Consumer Protection Act (TCPA) against the sending of unsolicited text messages.

Texting is a communication tool, and you can generally use it as a communication tool. This is true whether your customers are other businesses or individual consumers. That said, you may want to let your customers make the first move when it comes to texting; not everyone appreciates this mode of communication.

SMS marketing offers a direct, immediate, and personal channel to reach customers with timely notifications and offers. When used strategically and in compliance with regulations, SMS marketing has the potential to drive conversions, increase customer loyalty, and strengthen relationships with your brand.

Bad customer service is when a customer feels their expectations were not met. According to our Trends Report, the top indicators of poor customer service include long wait times, an automated system that makes it hard to reach a human agent, and having to repeat information multiple times.

Texting is ideal when you need to convey a message quickly and efficiently, especially with a large customer base. It is also a more professional way to communicate with clients. In contrast, calling is ideal when you need to convey a detailed message and have an in-depth conversation with the client.

How to send out text alerts to customers? ›

Be conversational.

Your message should be personal. To achieve that, your potential customers should never feel like they're just another number in a long list. None of us enjoy being treated that way. Instead, you want every customer to feel like they're involved in a one-on-one conversation.

How do businesses send texts? Businesses send texts by connecting their current office phone number(s) to a text messaging platform, like Text Request. Every phone number, even landlines, have two sides to them—a voice side that you're already using, and a messaging side that you may or may not be.

You may have to have permission.

If you are not trying to convince them to purchase something (e.g., notifying them that you have shipped their order), that permission may be either oral or in writing. The exception is emergency situations, when you may send mass texts without permission.

Yes, under the Electronic Signatures in Global and National Commerce Act, or E-Sign Act, texts can be legally binding if they meet certain requirements, such as: One party must make an offer that the other one is to accept.

Text Message Laws

The major theme of the TCPA is that you must obtain express written consent from people before sending them promotional text messages. Failure to do so can trigger large class-action lawsuits and penalties of up to $500 per text. The good news is that getting consent isn't that hard.