2023 Best Practices for Businesses to Text Their Customers

In today’s fast-paced world, text messaging has become a ubiquitous form of communication. People prefer to text over calling or emailing, making it an excellent way for businesses to engage with customers. Text messaging can be used for various purposes, including marketing, sales, customer service, and general communication. However, it’s essential to follow some best practices to ensure that your text messages are effective and well-received by your customers. Here are some best practices for businesses to text their customers in 2023.


  1. Get consent from your customers. Before sending text messages to your customers, you need to get their approval. It’s essential to follow the regulations the Telephone Consumer Protection Act (TCPA) set forth to avoid legal issues. You can obtain consent by asking customers to opt-in by texting a specific keyword or by including an opt-in checkbox on your website or in-store.
  2. Keep it short and sweet. People’s attention spans are getting shorter, and they need more time or patience to read lengthy messages. Keep your text messages brief and to the point. Use simple language and avoid industry jargon or technical terms your customers may need help understanding. Make sure your message is clear and concise.
  3. Personalize your messages. Personalization is vital to a successful text messaging campaign. Address your customers by name and tailor your message to their interests and preferences. Use data and analytics to understand your customers’ behavior and preferences, and use this information to personalize your messages. Personalized messages have a higher open and response rate compared to generic messages.
  4. Be timely and relevant. Timing is critical when it comes to text messaging. Send messages at appropriate times when customers are most likely to be engaged. For example, if you’re sending a marketing message, send it during business hours, and avoid sending messages late at night or early in the morning. Make sure your messages are relevant to your customers and their needs. Send messages based on their purchase history, location, or interests.
  5. Provide value. Your text messages should provide value to your customers. Don’t just send promotional messages or sales pitches. Send messages that provide helpful information or exclusive offers. For example, you can send a message with a discount code, a reminder of an upcoming event, or a notification about a new product launch.
  6. Use a conversational tone. Text messaging is a personal form of communication, and your messages should reflect that. Use a conversational tone and avoid sounding robotic or scripted. Be friendly, approachable, and engaging. Encourage customers to respond to your messages and start a conversation.
  7. Provide an opt-out option. It’s essential to provide customers with an opt-out option. Customers should be able to unsubscribe from your text messaging campaigns if they no longer want to receive messages. Include instructions on how to opt out in every message you send.

Text messaging is an excellent way for businesses to engage with customers. By following these best practices, you can create practical and well-received text messages that provide value to your customers and drive results for your business.

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