Imagine a new customer buys one of your products online. To optimize their post-purchase experience, you send them a welcome message text, followed by details about your company and product line. You might even invite new customers to join your email list or follow you on social media if they don’t already. But after you’ve sent these initial introductory mobile messages, what next? You can send the occasional promotional message, but customers tune out if that’s the only time they hear from you. The solution to creating a constant flow of communication is to use text message templates. Templates simplify customer communication by helping you:
To help you create your own communication strategy for your ecommerce site, we’ve identified the four most common types of communication to send customers. We’ve also included sample text message templates to get you started.
Find out more about how to create templates using VoiceSage: 11 Financial Service SMS Templates For You to Steal
The first few messages a customer receives are some of the most important. These messages set the tone of the experience and prepare customers with the information they need to know. Information at this stage of the customer journey also helps customers learn as much as possible about the value your products offer.
Tip: To avoid customers churning early in their journey, make the value you offer clear during your onboarding message campaign. Do this by reiterating some of the benefits your product offers or by highlighting the solutions your product offers when catering to the challenges customers experience. Also, use your welcome message to guide customers during their first interaction with your product. One option is to include a link to product tips in your product intro message. For example, link to a page on your website to make it easy for new customers to find what they need.
To further improve the post-purchase customer experience, use rich media messages (RMM) that are interactive and don’t require customers to leave your app to complete a task. For instance, include a link that connects customers to your support team — via phone call or text message — when they click it. With VoiceSage, you can even create a mobile-friendly landing page for your links. With this option, a link to your support team leads to a page with frequently asked questions in addition to the team’s phone number and email address.
Transaction text message templates refer to content shared after customers make a purchase. These messages serve two purposes. First, they help keep customers informed of the status of their orders. With services like Amazon Prime that give customers the option to receive their order within 24 hours, customers expect fast delivery. Use transaction messages to keep customers updated.
Second, transaction messages allow you to nurture the customer relationship and foster loyalty. The experience customers have after they make a payment helps them decide whether they’ll buy more products from you in the future. A bad experience puts you at risk of losing a return customer, while a positive experience helps position you as a company that puts customer needs first.
Tip: The messages above are short and simple, but they mainly work because they keep customers informed. Even if you have to share difficult information with customers — like late deliveries — let them know. Their customer experience is improved when they know what to expect in advance. Keep in mind, text messages are opened within seconds of being received, so a well-timed message gives customers a chance to make alternate plans.
Go one step further and add a personal touch to missed delivery messages. Use interactive voice messaging (IVM) to record messages that reference customer names and the products they ordered. Use these messages to keep customers updated on the status of their order.
Learn more about how to manage missed delivery notifications: Customer Journey Stages: Avoiding Missed Deliveries and Improving CX [Part 3/4]
Promotional messages include incentives that encourage customers to come back and buy more. The best time to share these types of messages with customers is after they’ve had time to use your product and experience the value you promised. By this point, they’re more receptive to the special offers because not only do they get to buy products they like, they get to save money while doing so.
Tip: You’ll notice that many of the text message templates above include a deadline within the offer. This approach builds a sense of urgency — customers have to act now or risk missing out on the sale. The sense of urgency is tied to the Fear of Missing Out (FOMO) because it’s understood that other customers received the same message, and some of them will follow up on the offer. In order to avoid missing out on what others will participate in, customers are encouraged to act now.
Another way to encourage customers to act is to use VoiceSage’s RMM feature to send GIFs or short videos within messages. Use these features to capture customers’ attention, keep them engaged, and to increase their interest in the offer.
Use customer service messages as a way to improve customer experience or to maintain your standards. These messages are meant to keep customers informed of what’s going on so that they hear it from you first. This also minimizes the need for customers to call into support to ask the same questions repeatedly, which ties up the customer support team’s time instead of allowing them to engage in more value-added tasks, like processing orders or managing comments received through social channels.
Read more about how to use rich media for customer support: How to Manage Customer Support With Rich Media Content
Tip: Use your customer service messages to gauge customer satisfaction. In fact, use rich media messages to send surveys that capture the customer satisfaction score (CSAT). Ask customers to rank their satisfaction on a scale of 1 to 5 or 1 to 7. Based on their responses, use customer insights to improve aspects of your business, like update your product offerings to match customer needs.
As your customer communication becomes more strategic, find out where along the customer journey they’re leaving. Decide which templates you need to focus on and upload them to VoiceSage. You can even set up automatic drip campaigns that send your messages at specific intervals.
For example, if you find that the percentage of return visitors is dropping, focus on messages that re-engage customers and remind them about what you offer. Set up a series of four or five messages that introduce new products, offer special discounts, and remind customers of the value your products offer.
With VoiceSage as your mobile messaging partner, setting up automated messages is quick and easy. Automation also simplifies sending messages that influence whether customers come back to shop. Plus, with text message templates, you don’t have to waste time coming up with message content — it’s already done for you.
Get started today — book a demo to find out how VoiceSage can help you set up templates and build messaging campaigns.
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