5 Critical Rules of Customer Service Texting Etiquette

Many use text messaging to send their messages across in easier and quicker way. This has made communication more convenient and allowed people to still be connected even when they are out and about. It is important to note also how this medium has become a breakthrough for persons with disability to communicate with others. In line with these, it is obvious how significant mobile customer service  is as an offering by businesses to their consumers.
However, while there are pros to mobile customer service, we cannot fully avoid the cons—such as shortcut language that can be misleading and confusing or limited assistance via text message. So to address these, we have come up with this 5 critical rules of customer service texting etiquette to make sure you adhere to professionalism when helping your customers:

Rule #1: Respond immediately and appropriately.

The reason why customers opted to contact you via mobile is that they expect an instant reply from you. Do not let a text message inquiry sit in your customer service queue for more than 30 minutes. Acknowledge a customer’s inquiry immediately and send the appropriate answer to their concerns. Please be mindful of your grammar, punctuations and tone. And never ever use shortcuts! Maintain formality even via SMS. Also if the issue needs more assistance, call the customer back or refer the customer to another channel where they can be given more detailed instructions like via email or chat support.

Rule #2: Specify what your text messaging service is for.

If your business will be using mobile customer service, then inform your customers what assistance they can expect from the text messaging platform. For example, all quick requests such as password reset or a product’s stock availability may be referred to text messaging. Notify customers also if you are going to use it to send advertisements and other announcements. However, limit these updates to once a week and not every day. This way, customers will know what to expect from your text message and to clarify that not all of their concerns can be directed to the mobile customer service.

Rule #3: No automatic opt-in.

We understand that text messaging can be an effective tool to inform customers about your promos and the like, but do not assume that they want to get notifications about it every time. During customer interaction, ask them if they want to opt-in your text messaging platform to receive updates from your brand—if not, then clearly indicate it in the customer’s records. Allow also for a customer to unsubscribe easily should they wish to stop receiving notifications from you.

Rule #4: Keep it concise.

When sending notifications to your customers, you don’t have to use up all 160 characters, or worse text in more than 2 pages! Construct your text messages in brief yet clear words. Especially with the latest smartphones, the first two sentences of the SMS are reflected immediately on the screen even if it is locked. It is wise to put the significant detail of your text message on the first sentence. Customers will actually want to read it if it is short and catchy.

Rule #5: Personalize yet be professional.

Put a personal touch to your text message when responding to your customers’ concerns. However, we don’t mean sending it with overloaded emojis or whatnots. Remember that whatever channel they use, customers always likes a personalized approach to customer service. Unless it is a group message, always mention the customer’s name in your correspondence and thank him afterwards for choosing this channel.
Leverage on your mobile customer service option for customers effectively by observing proper texting etiquette using these rules. We hope these ensure that your text messages to your customers will help build up towards a better customer service experience.

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Adel Zsurzsan
Adel Zsurzsan

Adel Zsurzsan started as a Service Desk Analyst at transcosmos Information System. Currently based in transcosmos Hungary office, she now serves as the company's Business Development Advisor, helping the company grow and explore partnerships and opportunities. She speaks fluent English, Dutch, Romanian, Hungarian, German, French and Spanish.

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