Improve Your Customer Connections With Auto Response Texts
Businesses are adopting auto response texts to connect more frequently and meaningfully with their customers.
If a customer has reached out to your business via text, they won't wait for a response forever. The instant gratification culture we’ve created necessitates that businesses function beyond typical business hours and frequently innovate just to keep up. But unless your support team works around the clock, how can you meet this need?
As the name implies, an auto text response is a predetermined, automatic reply sent to customers to answer their queries. Auto reply text messages (also called autoresponders) are an opportunity to demonstrate to your customers that you care about their concerns and value their time.
Auto response texts aren't new, but they are an increasingly popular tool for improving customer communications. With SMS boasting 98% open rates, its marketing potential is nothing to scoff at.
Let’s review five ways auto replies can benefit your business and auto text templates you can use today.
1) Personalize the Opt-in Process
Text messaging makes it easy for customers to opt-in to your SMS messaging list. With an autoresponder, your customer will instantly receive a unique message from your business, acting as a confirmation and personalized welcome.
Tip: Choose an autoresponder that blocks the same response from going out twice. This helps you avoid redundant messages that detract from the experience.
Thanks for signing up to receive texts from [Business_Name]! Save 20% on your first order with the code HELLO20: [Link]
2) Respond Immediately to Customers' Requests
Enabling automated text messages allows your businesses to appear ready to help at a moment's notice. This lets customers know they can text your business for anything – and that you'll respond quickly. So when it comes to making a purchase, signing up for SMS alerts, or any other interaction, they'll expect an auto text response to deliver their requested information.
The key to creating successful auto response texts is to know your customers' frequently asked questions. Taking the time to build a list of keywords that trigger an SMS auto reply message can significantly improve the quality of your answers.
Tip: Choose a platform that offers unlimited keywords that aren't case-sensitive. This will broaden the scope and relevance of your responses.
Customer Response Template
Thanks for asking about the status of your order from [Business_Name]! Your [Item Name], [Order Number] is set for delivery on [Date]. Please let us know if you have any other questions – we love to help!
3) Amplify Your Existing Marketing Activities
Integrating auto response texts with your other marketing initiatives (including email or social channels like Facebook or Twitter) makes it easy for new subscribers to join the conversation.
For example, a clothing retailer might run an auto response text campaign encouraging people to text "JOIN" to receive special offers. Ideally, new and existing customers will follow separate drip campaigns so the incoming messages are more personalized to their unique place in the buyer journey.
Tip: A good autoresponder can move people into different groups and drip campaigns based on their responses.
Marketing Response Template
Thanks for signing up for our text updates! We use SMS to send out special offers not available through our other channels, so welcome to the club! Text [STOP] to discontinue these communications.
4) Improve Customer Engagement
Did you know the average American checks their mobile phone up to 63 times daily? So auto text responses are a clever way to keep the conversation going without the manual work.
Some response chains offer a delay option that sends the auto-reply within a 30-second cycle. Some businesses prefer this to instant replies because it feels more natural and mimics an authentic text message conversation.
If needed, a staff member can take over the automation and continue the conversation in real time.
Tip: In addition to using plain text exclusively, an effective auto text reply feels natural and can display emojis, pictures and videos.
Customer Engagement Template
Thanks for asking about assembly instructions for the [Item] you recently purchased. We’d be happy to answer any questions you may have! To access next-level support, text HELP.
5) Improve Your Brand Reputation
SMS messaging campaigns give you instant feedback that you can use to your advantage. You can make immediate changes and tweaks and monitor what works (and what doesn't) across the customer journey.
This type of SMS campaign allows your business to communicate proactively and improve its reputation for high-quality customer support.
Tip: Choose a service that automatically captures spelling mistakes so the inputs you receive aren't lost in translation.
Customer Communication Template
Hi! We received your service inquiry, and your ticket is being processed. We’ll get back to you within one hour. Thank you!
Customer Service Template
A customer could text the word "STOCK" to gauge whether the item they are looking for is currently available.
Then, you could create an auto text reply saying:
Stock is currently low on this item. You can find it here: [Link]. If you have any further questions, please reply HELP.
Send Customized Auto Text Responses With Texting Base
Automatic SMS messages can act as 24/7 salespeople for your business – providing useful, how-to information your customers want when they need it most. They're also a great way to boost engagement and provide support without the expense of hiring extra staff.
Since SMS campaigns can be easily automated, you will have more free time to focus on essential tasks that only you can perform for your business.
Learn more about how your industry can work with Texting Base to grow your database, control your sales process and automate personalized communication with your customers.