The Ultimate Guide: Train Your Team to Text Like Pros
The rise of digital technology has transformed how businesses communicate, making text messaging an essential tool for customer engagement. From sales and updates to customer service and marketing campaigns, businesses of all sizes are leveraging the convenience of text communication.
But implementing a business text messaging system isn’t enough. Training your employees to use it effectively and professionally is crucial. Proper training ensures your business reaps the full benefits of this tool while providing customers with a seamless, satisfying experience.
In this guide, we’ll cover best practices for training employees on business text messaging, including etiquette, standard operating procedures (SOPs), and actionable do’s and don’ts.
Why Business Text Messaging?
Text messaging is popular because it’s direct, fast, and convenient—qualities appreciated by both businesses and customers. Unlike emails or phone calls, text messages are often read and responded to quickly.
However, the perceived informal nature of texting doesn’t mean professionalism should be ignored. Striking a balance between friendly, conversational communication and professional clarity builds trust and fosters positive customer relationships.
In fact, take it from Tom Walsh from Yorktown Cycles, he says that “Business text messaging helps my younger staff communicate like seasoned pros. It’s been a game-changer for our bike shop’s customer service!”
Ultimately, it’s about using text messaging strategically to connect with your customers and the rewards will be undeniable.
Key Text Messaging Etiquette for Sales and Services
#1 Be Clear and Concise
Keep your messages focused and to the point. Overloading customers with too much information can confuse them or lead to frustration.
Don’t:
Hi, this is John from Diamond Jewelers! Did you know it’s been almost a year since you purchased your beautiful emerald piece? Over time, oils and dirt can build up, dulling the brilliance of your gemstone. As part of our commitment to you, we’re offering a complimentary cleaning to ensure your emerald stays as stunning as the day you got it. Just come by the store this week to take advantage of this exclusive perk for our valued customers! Let us know if you’d like to schedule a time.
Do:
Hi, this is John from Diamond Jewelers! It’s been almost a year since your emerald purchase—bring it in for your complimentary cleaning to keep it sparkling!
This example is concise and gives the customer all the essential details: the promotion, its purpose, and a clear call to action.
#2 Use Proper Grammar and Spelling
Avoid using abbreviations, acronyms, or casual language that might seem unprofessional. Clarity is critical in text-based communication.
Don’t:
we got new bikes for u, visit instagram to learn more.
Do:
Hi! This is Cycles Bikes, we just received a new shipment of mountain bikes. Check them out on our Instagram page, or schedule a visit to see them in person!
This approach uses proper grammar and spelling, ensuring the message is clear and professional.
#3 Personalize the Interaction
Use the customer’s name and tailor your messages to their needs. Personalization builds rapport and makes your business stand out.
Don’t:
Your item is available for pickup.
Do:
Hi Jane! Your order is ready for pickup at our Granville Street location. We're open weekdays from 9 AM to 5 PM. Let us know if you have any questions!
Including details like the customer’s name adds a personal touch, while providing all relevant information upfront saves the customer from needing to ask follow-up questions.
#4 Respect Your Customers’ Time
Timing matters. Avoid sending messages at odd hours and give customers ample time to respond before following up.
Don’t:
Hi, we messaged you last night about your custom ring being ready and still haven’t heard back.
Do:
Hi there, just a friendly reminder that your custom ring is ready for pickup. We hope to see you soon!
When following up, wait 2–3 days after the initial message and keep reminders polite and non-pushy. Automated responses can also help manage after-hours communication, setting clear expectations for customers.
We have also built a feature that takes your time into consideration too
Don’t forget to enable after-hours automation. When someone messages you outside of business hours, this feature steps in and sends a custom response to let them know you’ve got their message and when they can expect to hear back.
It’s a simple way to keep the conversation going and show your customers you’re there for them, even when the shop is closed. It’s also a way for you to disconnect while still having things taken care of.
Building a Knowledge Base for Employee Training
In 2024, 80% of businesses use SMS marketing software to text their customers, and nearly 70% are increasing their SMS marketing budgets.
To ensure consistent and effective communication, it’s essential to provide employees with the resources they need to succeed. A well-structured knowledge base can serve as a one-stop shop for all text messaging guidelines, templates, and best practices.
Include resources such as:
Frequently asked questions (FAQs): Address common customer inquiries with pre-approved responses.
Message templates: Build and provide text templates for FAQs and common scenarios, such as special order confirmations, work order updates, and follow-ups. These templates help save time while maintaining clear, professional communication.
Step-by-step guides: Outline procedures for handling specific scenarios, like resolving complaints or building campaigns that make sense for your customers.
Compliance guidelines: Educate employees about essential regulations related to text payments and PCI compliance—this will ensure they can answer all and any questions when using text payments.
How-to answer reviews: While this responsibility might only be shared among leadership, having a guideline on how to respond to both negative and positive Google reviews will help you stay on top of things.
By building a comprehensive knowledge base, you empower your employees to handle text communications confidently and efficiently.
Platforms like Ikeono can integrate these resources, offering quick access and enabling employees to focus on delivering great customer experiences.
Handling Negative Customer Feedback Through Text Messaging
Negative feedback can be tough to handle, but responding appropriately through text messaging can turn an unhappy customer into a loyal one.
When addressing a complaint, always remain calm, empathetic, and professional. Acknowledge the customer's frustration, offer a solution or next steps, and express gratitude for their feedback.
For instance, instead of simply apologizing for a delayed delivery, you might respond with:
"Hi [Name], we truly apologize for the delay in your repair and understand how frustrating this must be. We're working hard to resolve the issue and will ensure your order arrives as soon as possible. Thank you for your patience!"
This approach not only diffuses tension but also shows that your business values customer satisfaction.
Integrating Text Messaging Into the Entire Customer Journey
Text messaging isn’t just a standalone communication channel; it’s a powerful tool that can enhance every stage of the customer journey.
Using text messaging to its full potential means being familiar with how it can be incorporated in every stage of the customer journey.
Pre-sale: Use Ikeono’s web chat feature to answer questions from potential leads and customers—this allows you to close the sale by sending an invoice and a payment link in one text message or invite them to your store!
Point of sale: Confirm purchases, share order details, and answer any last-minute questions.
Post-sale: Request reviews, coordinate curbside pick-ups, or follow up to ensure customer satisfaction.
Training Employees on Text Messaging: The Five Golden Rules
To ensure your team excels at business text messaging, provide clear training on these five principles:
Aim for clarity: Avoid vague language and ensure your messages are easy to understand.
Be concise: Provide only the information the customer needs, and nothing more.
Personalize when possible: Use names and details relevant to the customer.
Maintain professionalism: Use proper grammar, spelling, and a respectful tone.
Respect their time: Send messages during business hours and follow up appropriately.
By properly training your team on business text messaging and using the right tools, your business can enhance customer satisfaction, improve operational efficiency, and open new opportunities for growth.
Following this guideline will help your team master the art of business text messaging, creating positive customer experiences that drive loyalty and sales.
Ikeono simplifies the complexities of business text messaging. With features like automated responses, message templates, and CRM integration, Ikeono ensures your team communicates effectively while saving time.
Our platform is designed for businesses of all sizes, making it easy to train employees and elevate customer interactions.
Start leveraging the power of text messaging with Ikeono—start your free trial today!