SMS for Retention: Keep Customers Coming Back

Quality customer service keeps customers coming back and spending more. Here’s how to provide that great service and re-engage customers ongoing, all through text.

1. Be Proactive

Don’t be shy about regularly texting customers.

Send reminders before their service, check in after their service, and follow up weeks or months later to see if they’d like to reschedule or have thoughts about their experience.

Frequent communication keeps you top-of-mind, so customers continue to work with you.

2. Respond Faster

Common problems require fast solutions.

Make a list of the questions you get the most from customers, and write out answers ahead of time. We have a Templates feature to save your pre-made responses.

Responding quickly and consistently every time will boost your overall customer experience. You’ll also solve things even faster when you send pictures or PDFs for things like:

Providing an estimate
Sharing documents for discussion
Parts that need replacing
Confirming work done

You’ll get quicker results when everyone is on the same page.

3. Know When to Call

There’s always a chance things will get complicated.

Texting is great for quick back-and-forths. But if you and your customer are not on the same page—you need to deliver bad news or talk through a tough subject—text to see when you can talk through things on the phone or in-person.

Text messaging is a great tool to schedule meetings quickly, so you can keep working toward a solution together.

Want to dive deeper? Check out our guide to writing text messages customers will love.