How to Leverage SMS Automation for Your Business
Reinventing yourself as a business is crucial to surviving the different economic waves and trends. But it doesn’t have to be as daunting as it sounds.
Interestingly enough, Domino’s is an excellent example of a company that reinvented itself by acting like a tech startup. A series of small changes led to their stock value growing by 90x.
So, what can we learn from a mediocre (or delicious, this is a judgment-free zone) $5.99 pizza when it comes to reinventing a business? Let’s take a look.
Small Change, Big Impact
Domino’s Pizza is known for being convenient and reliable. Despite being the first company in their industry to introduce mobile ordering, they decided to take things further and gamefy the ordering process.
In 2007, Domino’s Pizza introduced an order tracking feature where hungry customers could follow each step of the pizza-making process.
This feature dramatically impacted consumer behavior and expectations, and today we cannot imagine companies like Uber Eats and Postmates existing without order tracking.
Domino’s Pizza tracker created a type of transparency that customers never had before. With this small change, Domino’s became a leader in their industry, and everyone else followed.
How can you become the leader of your industry?
By setting yourself apart from businesses that choose to communicate with their customers through email only. Conversational business text messaging is one of the most effective ways to create a deeper relationship with your customers.
Data shows that an average person receives 121 business emails per day. We believe there’s a time and place for emailing but conversational business text messaging is the future.
Become a Leader in Your Industry
Most businesses rely on emailing their customers, and for a while, it was one of the only options to reach them post-purchase. But now emails have become a catch-all for everything, from promotions, and service recommendations, to delivery updates.
Emails have an average open rate of 21.33%, whereas text messaging has an open rate of 98%! So, do we think you should shift all your efforts toward text messaging?
We believe there’s room for both, but to build long-lasting relationships with your customers and to stay top of mind when they need your services or products, that’s where conversational text messaging really shines.
When we’re talking about conversational business text messaging, we don’t mean sending individual texts to your customers.
What we mean is entirely transforming the way your business communicates, especially in those moments when your business or staff needs a timely response is required.
There’s no doubt that conversational business text messaging is a powerful tool for businesses, but given its novelty, there can be a learning curve on how to best use it.
Here are some workflows to automate your future campaigns and get more Google reviews.
Put Your Outreach Efforts on Auto-Pilot
SMS marketing is personable, and has the highest open rate among all forms of communication. Here are some examples of how you can apply it to your business.
Service departments are a significant revenue stream, and texting can completely change the way you do business and improve the way your staff interacts with your customers.
One of the most important aspects for service-heavy businesses is ensuring that customers are educated on service options and making it easy for staff members to reach the customer.
With phones and emails having such slow response times, playing telephone tag or waiting for an email will come at a cost.
Post-purchase campaigns are one of the best ways to drive traffic back to your store and keep the conversation going with your customers. Remember, acquiring new customers is always more expensive than keeping the ones you have.
Here’s what our customer at BikeSource Charlotte in North Carolina has to say about sending a follow-up SMS campaign post-service
How To Automate Your Reputation Management
Most customers are willing to write Google reviews after receiving great service, and the reason that most of them don’t is that the process is not convenient for them.
They have to remember to sit at the computer or phone, look up your business, click multiple times and only then write their review. Do you see how this is not entirely convenient to the customer and only benefits you in the end?
Instead of asking them to leave you a review as they walk out of the store, you can instead strategize and automate your reputation management through texting, and this gives you control over 3 things specifically
# 1 Perfect Timing
Asking your customers to leave you a review as they are about to walk out of your store will not have the best return on investment. Your staff probably doesn’t love repeating that and the customer hasn’t even tried your product or service yet.
With texting, you can time your review request and even better, it can be specific to their purchase.
# 2 Personalizing It
Being personable goes a long way, you are already being quite personable by sending them a text, take it to the next level by using their first name and being very specific about their purchase. Relationship building is imperative for stores with high-ticket items.
# 3 Effortless
You are able to take all the work out for your customers, now they can leave you a review by simply performing an action that they would have already done, which is checking their text message notification. Instead of them coming to you, you are going to them.
You just took all the work out of your customers writing a review, and also created a relationship with them.
Phone calls go to voicemail, and emails are rarely opened, so how can you be one step ahead and reach your customers in a personal way?
We believe that people should be calling their friends and family and texting businesses. It’s a no-brainer to text your customers and let them reply when it’s convenient for them. Most of the time they are so busy that even when they do manage to call you back, they haven’t listened to the voicemail.
Domino’s became a leader in their industry by taking customer experience and transparency to the next level, and you can become that “business they text”.