Elevate customer experience with texting

Texting is no longer just convenient – it’s expected.  With consumers glued to their phones, texting offers Small and Medium-sized Businesses (SMBs) a fast, personal way to engage customers.  With open rates above 90%, near-instant visibility, and the ability to deliver personalized engagement, texting has emerged as one of the most powerful communication channels for SMBs.  If you are curious about how texting can help your business, check out our recent blog post: The Revolutionary Role of Texting in SMB Communications.

To deliver on that expectation, you need great content and thoughtful timing.

I advise customers about their texting programs daily. Here are the five essential practices I recommend every SMB follow to enhance customer experience and stand out when  texting.

1. Keep Messages Short and Clear

Texting can be over before it begins - literally!  Most platforms limit messages, and audiences are often distracted, so keep messages short and concise.  Here’s an example of the right way and the wrong way to send an appointment reminder.

Example: “Reminder: Your appointment with Dr. Smith is at 2:30 PM tomorrow. Reply C to confirm.”

X: “Please confirm your appointment with Dr. Smith for tomorrow afternoon at 2:30pm EST. Please bring in your parking validation and don’t forget to confirm your appointment by calling our office or replying to this text message” 

* Real SMB Example: A dental practice no-shows were reduced by ~22.95% after implementing automated appointment reminders.

In many use cases, clarity and brevity in your message will lead to higher engagement.

2. Personalize Without Over-Sharing

Personal touches matter but go light.  Mention the customer’s name or order number, but avoid too much personal detail.

Example: “Hi Sarah, your order #2458 is ready for pickup today after 4 PM.”

X: Your order #2458 will be ready to pick up after 4 PM today.  You can park in the lot behind our facility but please don’t park in Michelle’s spot.

* Real SMB Example: According to research on SMS personalization, loyalty texts that include a customer’s name and exclusive offers deliver about a 17% uplift in engagement and repeat business

3. Always Get Consent and Stay Compliant

When communicating with your current and prospective customers, compliance is critical.  Regulations such as the Telephone Consumer Protection Act (TCPA) require that businesses obtain express consent before sending marketing texts. Always provide an opt-out option (like “Reply STOP to unsubscribe”) and keep records of consent. Failure to comply can result in hefty fines and a loss of customer trust.

Plus, complying with established regulations help your customers build trust in your business!

Example: (Compliant Text Message)
“Hi Sarah, thanks for joining Boutique Rewards! As a member, you’ll receive exclusive VIP offers by text. Reply STOP to unsubscribe.”

Why this works:

• Obtained consent before texting
• Uses the customer’s name (personalized)
• Includes a clear opt-out option

X: (Non-Compliant Text Message)
“BIG SALE TODAY ONLY!!! Visit our store NOW and save 50%! Don’t miss it!”

Why this doesn’t work:

• No record of consent
• No way to opt out
• Looks like spam, risks fines and customer frustration

* Real SMB Example: A fitness studio collected opt-ins at sign-up and added clear opt-out instructions.  Unsubscribe rates stayed under 2%, while class attendance jumped 30%.

4. Use a Business Texting Platform (Not Your Personal Cell)

Professionalism matters.  Using a dedicated business texting solution ensures consistency and helps customers know the message is legitimate.  It also makes it easier for them to recognize and trust your number - building familiarity and reliability over time.  With a dedicated telecom solution, your team can communicate more professionally while keeping messages secure and compliant.  A shared inbox means everyone sees the same conversations, so nothing slips through the cracks and customers always get timely responses.

* Real SMB Example: A plumbing company ditched personal phones for a business number. Customers got consistent communication, and the team responded faster because anyone could reply from the shared inbox.

5. Master Timing and Cadence for a Better Experience

One of the biggest factors in how customers perceive your texts is when and how often you send them. A well-timed reminder feels helpful. Too many messages or messages sent at the wrong time, can feel intrusive and push customers to unsubscribe.

Guidelines for when to text, with customer experience in mind:

• Appointment reminders: Send once 24 hours in advance and a short reminder 1–2 hours before.
• Order updates: Keep customers reassured by sending a text when an order is confirmed and another when it’s ready or shipped - no more, no less.
• Promotions/marketing: Limit to 2 to 4 per month, and make sure every message delivers real value (exclusive deals, early access, or timely offers).
• Follow-ups: If a customer doesn’t reply, wait at least 48 - 72 hours before sending a gentle nudge.

By pacing texts thoughtfully, you show customers that your business is considerate of their attention and mindful not to overwhelm them.  This creates a more positive overall experience and makes customers more likely to engage with your messages long-term.

• 82% of people check texts within five minutes (SimpleTexting).
• 23% of consumers would abandon a brand if texts feel excessive (Emarsys).

*Real SMB Example: A family-owned restaurant reduced daily promos to 2 to 4 per month.  Result? 25% more redemptions and fewer opt-outs.

Final Thoughts

These examples show that cadence, compliance, and clarity aren’t just telecom rules; they're customer experience wins.  SMBs who follow these practices avoid fines or missteps while strengthening relationships, boosting revenue, and earning loyalty.

Texting gives SMBs a powerful way to connect with customers, but the best results come when every message feels like a service and not a disruption.  With FluentStream, you can send concise, personalized texts from your business number, stay fully compliant, and manage cadence so conversations feel timely and professional.  The result? A better customer experience that builds trust and loyalty.

With FluentStream as your texting service provider, every message your business sends can be timely, valuable, and always customer-first.

The result? Happier customers, stronger relationships, and more meaningful engagement.

Learn more at www.fluentstream.com/products/business-texting or reach out to talk to an expert!