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How to Foster Customer Engagement with Your Mass Text Messaging Campaigns

August 4, 2015 9:49 pm by

A positive customer experience is critical to the success of a business. Customer service has more of an impact on whether a person chooses a particular business, as opposed to price and other factors. Additionally, good customer service leads to word of mouth advertising, the most trusted form of marketing, according to Business 2 Community.

Word of mouth is the best type of advertising.

One way to enhance the overall customer experience is to engage with your customers once they leave your store. A mass text messaging campaign is an effective way to build relationships with your customers over time.

Valuable Content

The number one way to foster customer engagement through your text marketing efforts is to provide valuable content, according to Dan Slavin in Streetfight Magazine. Text messaging works best when it is used as a tool to communicate with your clients about more than just sales promotions. This could mean sending out offers, appointment reminders, tips, recommendations, order information, and more. The best types of content for your business will be greatly determined by your particular services and goods as well as your target audience. Review your customer data to get an idea of the type of content your customers find most valuable, or you can always ask them directly.

Augment Your Other Campaigns

Cross-channel marketing efforts can help boost engagement with your marketing campaigns. It’s worth noting that you shouldn’t use SMS messages to promote your other marketing efforts exclusively. For example, you wouldn’t want to bombard your customers with text messages promoting your Facebook page. However, you should include cross promotional text messages for when you are running a particularly interesting campaign, such as a contest, special sale, or event. Similarly, you can use your other marketing channels to advertise your mobile program by adding a text opt in call to action.

Cross promotion is an invaluable tool, but you do not want to over use it.

Open Up Two-Way Communication

Another way to enhance customer engagement through mass text messaging is to open up two-way communication. You can allow customers to text you with customer service questions or issues. Many people would prefer to handle these types of problems through text rather than calling, especially if they have to be on hold for a while. You can also set up an automated response using certain keywords to quickly help troubleshoot the most common issues.

Set up responses by text for your customer service representatives.

Sweepstakes, Contests, and Surveys

People enjoy entering sweepstakes and contests, as they hope to win a big prize. Creating a simple contest is a great way to increase the number of people tapping into your campaign. You can send out surveys through text to help you find new ways to better serve your customers. A simple poll can engage your customers while also helping you make informed decisions about new products, menu items, or services.

In Store Recommendations

When your customers are in your store shopping, you can use mobile as a way to bolster engagement and enhance their shopping experience. For example, you can offer them in store recommendations if they text a particular keyword. If you do not have a brick and mortar store, you can still offer personalized recommendations based on what people ordered. Consider sending a text as a follow up to an order with recommendations for similar items.


The best way to foster customer engagement is to send out content that is personalized. Gather information about your customers by integrating your data from all channels, and it will give you a better picture of your customer demographics and shopping habits.

Review all your data for a comprehensive picture of your customers.

You can use the information to send out targeted offers and special texts, such as happy birthday messages. Even if you do not have enough data for targeted and customized messages, you can at least address the message with their name to make communications seem more personal.

There are many different ways to use mass text messages as a way to engage with your customers. Engaging with them in this way will not only will help to grow your mobile subscriber list, it will also enhance the overall customer experience. This can help you build customer loyalty over time.

If you are ready to see how text messaging can help your business, try Group Texting for free.

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