June 2, 2022
4 Companies Who are Leading By Example: Business Text Message Examples to Help You Innovate your Customer Service
For a while now, it’s been clear that texting isn’t just another way to connect with old friends and family. Texting has also become the preferred channel for customers to reach businesses and vice versa. Primarily, businesses and customers alike are seeing how reliable texting is for efficient and effective communication. As many as 60% of customers read texts within 1-5 minutes after receiving them. And the average SMS open rate is 5x higher than your typical business email. Customers are eager to reach you and hear from you via text.
In a world where communication remains a crucial part of any business’ strategy, texting can be an effective way to build business, improve consumer-to-business relationships, and enhance your brand. But it can be tricky to know what works in business text messaging. We need examples.
As the youngest in my family with three older siblings, I spent a majority of my life looking to my older family members as examples: What’s cool to wear? What music should I like? What should I not do to avoid getting in trouble with mom and dad? We naturally look for examples to understand how to grow and thrive. The same goes for our businesses. We look to good examples for how to grow and thrive with our customers.
So we’ve gathered a list of some of the companies who are leading by example. These are some of the best business text message examples out there. Ready to get inspired?
4 Companies Who are Leading by Example
Suntrup Automotive Group has been servicing and selling cars in the St. Louis area since 1957. As a reflection of their amazing customer service, Suntrup was honored with the Women’s Choice Award for being one of America’s Best Car Dealerships for customer service and continues to strive for excellence in every aspect of their business. One way Suntrup maintains excellence is by opening communications between their service team and their customers with business texting.
To streamline communication at their dealership, Suntrup uses business texting to keep customers in the loop. Here’s how:
When a car gets serviced and is ready for pick up, the service advisor sends a text out from their computer to the customer notifying them that their car is ready or asking for approvals. The customer then has an easy way to chat back and forth with the service advisor — able to ask questions, give approval for work, or schedule a pick up. There’s no need to play phone tag or get bogged down with emails. With online texting, Suntrup can shave off over 40 hours of work every month, cut back on interruptions, and build customer trust.
Business Text Message Examples #2: Delta Air Lines
I love to travel, but the process of flying stresses me out. I know I’m not alone in this. Every time we prepare to get on an airplane, there’s a lot to keep track of: security lines, boarding passes, baggage claim ticket, boarding time. I’m getting stressed just thinking about it. So as soon as I book a flight, I’m quick to download the app of whichever airline I’m on so I can check-in as soon as possible, look up my boarding time, check my gate, etc. Delta, though, relieves stress and helps me to be a step ahead in how they use business text messaging.
Delta Air Lines continues to earn accolades from customers for its outstanding customer service in the U.S. and around the world, frequently dubbed the best overall customer service airline. One way they stand out is through meeting their customers on the go. Here’s how they do so:
Delta keeps customers up to speed with any changes during the customers’ journey. When you sign up for texting from Delta, any time a flight change or gate change occurs, you’ll get a text from Delta with all the info you need immediately, no matter where you are. Customers can avoid showing up to the airport to find their flight delayed. Instead, they’ll know as soon as the airline makes the call, saving customers stress and time.
Delta also made another industry-leading move with business texting. To connect with customers in their channel of choice, Delta integrated messaging in their app with Apple messaging, letting customers connect with a live Delta representative to get in-the-moment assistance. Instead of sitting on hold for two hours after a flight gets canceled, customers can text a Delta rep using the phone in their back pocket.
Ginger Bay is dedicated to providing the best salon and spa experiences for men and women. In fact, they are so good at it that they’ve been named a Top 200 Salon & Spa in the nation from Salon Today Magazine for 21 years.
With no change to your existing phone service, Ginger Bay implemented business texting to stay in contact with scheduled clients, send alert notifications, and send out call-to-action marketing:
Ginger Bay uses texting to communicate with customers. But aside from just using it to schedule and manage customer appointments, Ginger Bay drives customer engagement as well. Using Textel, Ginger Bay sends texts to customers to offer promotions, keeping customers loyal and interested. To do so, they release a keyword for their guests to text their salon phone number by a certain time to receive seasonal gift card promotions, bonus points related to a loyalty program, or discounts on products. During one promotion cycle, they received over 300 texts in 45 minutes! With this example, we see how one business text message keeps customers coming back to your brand over and over.
Business Text Message Examples #4: Warby Parker
I have horrible eyesight. And for years, I’ve gone from one pair of glasses to the next, trying to find the right pair that I will actually want to wear. But then I tried Warby Parker. Warby Parker makes buying glasses easy — offering Home Try-On so customers can give five pairs of glasses a trial run before committing. Warby Parker has also made it their mission to offer a cohesive omnichannel experience, adopting business text messaging as a customer service tool. Here’s how they use texting to assist their customers:
Glasses are an expensive online purchase with a lot of details involved: health insurance, prescriptions, returns, exchanges. Making that kind of purchase online means customers need access to help at nearly any time of the day, and quickly during their purchase. Warby Parker has made it incredibly easy to get help, offering live chat, email, phone, self-service, and text support. When you need someone to answer a question, customers can just click on the “text” icon on their website and open a text thread within their phone or laptop’s messaging app.
The brand also has some fun with their SMS support. Back in 2017, Warby Parker invited customers to text their “Costume Council” to get ideas for what to wear for Halloween that year. In using text message support in this way, Warby Parker inspired interest in their brand and kept current customers engaged.
This post originally published on June 29, 2018 and was refreshed and republished on June 2, 2022.