Automated text message methods for better customer experience

Matthew Anderson

6 min read Last Updated Aug 24, 2022

Eighty-five percent of Americans bring their smartphones everywhere they go. Their iPhones and Androids are constantly in their pockets, purses, and the palms of their hands – and that’s why texting is one of the most powerful ways to communicate with your customers. 

As you continue to scale your business, you might have trouble staying connected to your growing customer base. Automated text messaging could be the solution your business needs. With automated text messaging, you can seamlessly streamline your messaging campaigns and improve your interactions with customers. In this article, we’ll tell you why automated text messaging is important, how to make use of an automated texting service, and where automated text messaging can help your business.  

What is an automated text message?

An automated text message is a pre-written SMS message that’s scheduled to send in the future. These pre-written messages make it incredibly easy to respond to customers quickly and instantly generate new leads.

But did you know that more scammers are contacting people by text? Check out our article on how to spot fake text messages and prevent phishing scams.

Why should you automate your text messages?

There are a few reasons why you should automate your messages. First, automated texts can help improve your time management. When most of your texts are pre-written and ready to go ahead of time, you’ll have more time to work on other aspects of your business. 

Automated text messages can also help improve relationships with your customers. Customers appreciate a quick prompt to the questions and concerns they have, and with automated messaging, you can quickly respond to customer inquiries at any time. 

Finally, automating your text messages can give sales a boost. Now more than ever, customers are looking for quick and easy ways to shop. With automated text messaging, you can respond to messages within seconds and give your customers what they need when they need it.

While you’re here, check out our article on how to reduce customer acquisition costs with text messaging.

How does an automated text message work?

Automated text messages work by setting up various conditions that will trigger an automated response. As a business owner, you’ll find there are several different ways you can use automated text messaging. Here are a few examples.

Automated text message examples

Auto-reply

You can automatically send customized responses to customers who text your business using an auto-reply feature. You can even set up an instant, customized reply to texts containing keywords you choose, like “hours,” “menu,” or “address.” Customers can also receive customized replies when asking about more specific things, like product details or subscription information.

Drip messages

With drip messaging, you can regularly text customers who opt-in to receive messages from your business. These texts can “drip” and send days, weeks, or months apart. Drip messaging can be used to remind customers to re-order a favorite product, ask for feedback on a service, or check in with a client you haven’t seen in a while.

Scheduled texts

Scheduled texts are the bread and butter of automated messaging. All you need to do is write your message, save it, and schedule it. Scheduled texts can come in handy if you’re planning an event at your business. You can seamlessly send messages to your customers promoting your event while focusing on other things, like catering and decor. You can also set these texts to repeat daily, weekly, or monthly.

Reminder texts

You can also send your customers automatic reminder texts. For example, if a customer is shopping on your website and adds a few items to their cart, you can automatically text that customer if they leave your site without checking out.  You can also remind customers about upcoming payments, appointment scheduling, and product launches.

Automated workflows

You can create unique customer experiences using automated workflows. If a customer is signed up to get texts from your business, you can use an automated workflow to send a series of texts asking that customer-specific questions about their interest in your business. You can then use that information to create preferences for that customer they’ll see next time they visit your site or make a purchase. 

Benefits of an automated texting service

Using an automated texting service provides several benefits for both you and your customers. Some of those benefits are:

  • Better time management. Automated texts allow you to respond to customers and potential leads faster and remove labor time manually responding to texts.
  • Improve customer interactions. Not only will automated texts allow you to respond to customers and leads faster, but they will also make sure that you never miss a text. By setting up triggers by keywords, date, time, etc., you can make sure that every text that comes in gets a fast and helpful response.
  • Increase sales. More than ever, customers are looking for ease and quickness when buying a product. Automated texting gives you the ability to respond to every text within seconds to give your customers what they need when they need it.

Frequently Asked Questions

Is there an app to send automatic texts?

Yes, there are apps that can be used like SMS scheduler that can help you create automated text messages.

What are some examples of automated text messaging campaigns? 

You can use automated messages to send automatic replies to your customers, ask for reviews, or promote an event. Feel free to get creative with your campaigns.

Is sending automated text messages legal?

Yes, automated messages are legal. Just make sure the customer you’re texting has opted in to receive your messages. You’ll want to avoid any issues related to SMS spam.

Messaging with Birdeye

If you haven’t tried automated text messaging yet, there’s no better time than the present. With Birdeye’s streamlined messaging platform, you can start sending automated texts to your customers today. To learn more about Birdeye messaging, click the banner below and start communicating with your customers at a higher level.

Originally published Jul 07, 2022 9:34 AM, updated Aug 24, 2022

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