Customers won’t text your business if they don’t know it’s an option.
One of the best ways to increase adoption is to consistently promote your texting capabilities anywhere customers interact with your business. The more often customers see “Call or Text”, the more likely they are to choose text the next time they need assistance.
Here are a few easy, yet effective ways to market your texting line. If you want your business to experience the full benefits of texting, it’s really key that you let your customers know they can text you in one way or another.
Promote Texting Online
Update your digital presence so customers know they can text your business.
Consider adding Call or Text to your:
- Website
- Contact page
- Appointment request forms
- Email signatures
- Social media profiles
- Online advertisements
- Google Business Profile
If your business phone number appears online, customers should know they can text it too.
Promote Texting In Person
Help customers discover your texting capabilities while they’re interacting with your business.
Ideas include:
- Business cards
- Counter displays or table tents
- Reception or waiting area signage
- Window decals
- Invoices and receipts
- Brochures and flyers
- Vehicle wraps
- Direct mail pieces
Whenever possible, replace:
Call Us
with
Call or Text Us
Mention Texting During Customer Conversations
Every interaction is an opportunity to remind customers that texting is available.
For example:
“Just so you know, you can also call or text us at this number anytime you need assistance.”
If you’ll be following up later, ask:
“Would you prefer a phone call or a text?”
Giving customers a choice improves their experience while naturally encouraging them to use your texting channel.
Share Your Contact Card
One of the easiest ways to encourage repeat conversations is to have customers save your business in their contacts.
Ask if they’d like you to send your contact information.
For example:
“Would you like me to text you our contact information so you have it the next time you need us?”
Your contact card makes it easy for customers to save your business name, phone number, website, and other important information.
Update Your After-Hours Voicemail
If someone calls outside business hours, let them know texting is available.
For example:
“Thank you for calling ABC Company. We’re currently closed. Please leave a voicemail after the tone, or feel free to text us at (555) 555-5555. We’ll respond as soon as possible during our regular business hours.”
Setting expectations helps create a better customer experience.
Encourage Internal Adoption
Your texting channel isn’t just for customers.
Consider sharing your business texting number with:
- Vendors
- Suppliers
- Business partners
- Internal teams
- Referral partners
Using your business number instead of personal cell phones helps keep conversations centralized and visible to your team.
Compliance Reminder
Promoting your texting capabilities is different from sending marketing text messages.
Before sending promotional or bulk text messages:
- Obtain the appropriate customer consent.
- Clearly identify your business.
- Honor opt-out requests promptly.
- Follow applicable carrier and regulatory requirements.
Encouraging customers to text your business first is often the easiest way to build trusted, ongoing conversations.
Checklist
- ☐ Website
- ☐ Google Business Profile
- ☐ Email signatures
- ☐ Business cards
- ☐ Marketing materials
- ☐ Social media profiles
- ☐ After-hours voicemail
- ☐ Customer-facing signage
- ☐ Employee phone scripts
