SMS is one of the most personal ways to connect with your customers. Your messages show up next to texts about weekend plans and quick check-ins from family and friends.
With this kind of access to your customers, it’s important that you make the most of the customer experience. The last thing you want is for your messages to be perceived as annoying intrusions. You run the risk of customers unsubscribing from receiving SMS notifications, which takes away your chance to talk to them.
There are lots of different types of messages financial services can send to keep customers engaged and informed. We’ve put together a list of eleven SMS templates to help you get started and come up with a wider range of SMS campaigns.
Learn more about how technology is changing the banking industry: How to Safely Navigate Digital Transformation in Banking
How to create SMS templates with VoiceSage
To simplify your campaigns, it helps to have a variety of SMS templates saved and ready to use. This way, your time is used more efficiently because you can focus on value-added tasks instead of constantly coming up with new campaign messages. With a template, all you have to do is insert custom information — like customer name — and keep everything else in the messages the same.
Our messaging tool lets you create a library of templates so that when they’re ready to launch campaigns, you don’t have to create new messaging from scratch.
Now, let’s look at the different kinds of financial services messages you can send customers.
Payment reminder templates
Payment reminder templates are messages designed to remind customers of upcoming payments or past due notices. These messages are meant to keep customers up to date on products, like loans, so that their account isn’t penalized with additional late fees.
If customers have set up a payment plan, it might be helpful to send confirmation messages after each payment is received. It acts as a payment receipt for customers, but also shows you’re working with them to stay on top of their payments.
Here are examples of three types of payment reminder text messages you can send:
- Loan payment due: “Hi <<customer name>>, your next loan payment is due on <<DD/MM/YYYY>>. Please make a payment of <<$XX>> before the due date. Or call us at <<phone number>> if you have any questions.”
- Upcoming invoice reminder: “Hi <<customer name>>, your bill is ready to review at <<website link to account>>. The amount due is <<$XX>> if paid by <<DD/MM/YYYY>>.”
- Missed payment reminder: “Hi <<customer name>>, an amount of <<$XX>> is outstanding. It was due on <<DD/MM/YYYY>>. Please call us at <<phone number>> to make a payment or to set up a payment arrangement.”
Tip: To improve the customer experience, messages should include the amount due, due date, and a link to complete a secure payment online. Also, decide how often you’ll send these messages. You don’t want to bombard customers, but you also want to be sure they have enough time to take action. Test different timing intervals to see what results in the most clicks and follow-through.
Banking activity templates
Whether your customers are withdrawing money, making payments, or buying something, banking happens almost every day. Send activity updates as text messages to your customers. This helps them quickly track what’s going on in their account without having to log into an app or platform every time.
This also works the other way. If customers contact you with a question or issue, quick responses help build their trust in you. Having a template makes it easy to respond quickly — especially when you repeatedly get the same types of questions.
- Deposit received confirmation: “Hi <<customer name>>, this message is to confirm that we received a deposit of <<$XX>> in your account ending in <<XXXX>> on <<DD/MM/YYYY>>. Thank you!”
- Account changes confirmation: “Hi <<customer name>>, this is to confirm that you added a secondary user to the account ending in <<XXXX>>. If you have any questions, please contact us at <<phone number>>. Thank you.”
- New account confirmation: “Hi <<customer name>>, thanks for your business! This message is to confirm that your request for a new account has been received. Your request will be processed in 7 days and will be visible when you log onto <<website address>>.”
- Fraud alert: “We’ve detected unusual activity in your account. If this activity was initiated by you, no action is required. If it was not initiated by you, please call us back at <<phone number>> as soon as possible. Find out more by logging into your account at <<website address>>.”
Tip: Consider creating set schedules for when to send these types of messages. For example, fraud alerts should be sent as needed but messages about account changes can be sent monthly. This way, these messages become a regular roundup of updates for customers.
Customer service templates
Customer service templates are messages meant to keep customers engaged. They also offer an opportunity to nurture the customer relationship and create a positive customer experience. These messages help you learn more about your customers so that you can improve your services and be more effective.
When customers reach out, it’s because they want you to solve their problem. Make sure your template responses include the action you’re going to take and an estimated time frame. This way, customers aren’t left guessing what’s going to happen next.
- Call log receipt: “Hi <<customer name>>, this is to confirm that your customer service issue has been resolved. If you have any new questions, please contact us at <<>>. Thank you.”
- Customer service request confirmation: “This is to confirm that we’ve received your customer service question. Your ticket number is <<XXXX>>. One of our service reps will follow up with you within 24 hours.”
- Surveys and polls: “As a valued customer, we’d love to hear from you. Take this short survey by <<DD/MM/YYYY>> and be entered into a drawing to win a <<$XX>> gift card. Head to <<website>> to get started. Thank you!”
- Special promotions: “Hey <<customer name>>, we’re thankful to have you as a customer. To show our appreciation, we’ve got a special offer for you — you’ve been pre-approved for a <<$XX>> loan/new credit card/bank services. Act before <<DD/MM/YYYY>> to take advantage of this offer.”
Tip: Make sure the value of the content is clear. For example, sending too many special offer text messages might be overwhelming for some customers. Another option is to send these messages once a month so that customers have time to review, understand the value, and take action.
Learn more about digital trends in banking: 3 Trends Leading the Way to Digital Transformation in Financial Services in 2019
Finding success with financial services SMS templates
Successful SMS campaigns keep customers engaged. Whether you’re sending a payment request or a prompting a special offer, engaged customers respond and provide the information you need. Plus, the more information you get, the more you learn about your customers. This way you can provide even better service and improve the types of SMS campaigns you send them. Overall, diversifying the types of messages you send adds to a better customer experience and secures their loyalty to your bank or financial institution.
If you’re ready to get started and learn more about how SMS can help your business grow, book a demo today.
Published on: 17th July 2019