9 Outbound Conversational Customer Engagement SMS Templates

Woman engaging in conversational customer engagement conversation

Conversational customer engagement is a new strategy—though any team using business text messaging has probably already used it without knowing it. It focuses on engaging customers in person-to-person conversations and ensuring that their experience is up to par. While the strategy does offer tactics for outbound content, it focuses on inbound customer messages. 

Because this is a new strategy, you may not know how it differs from what you’ve been doing already. To help, we’ve rounded up SMS templates for the most common conversational customer engagement content. Feel free to adjust and use those you like! 

Let’s dive in.

Order Follow Ups

Every incoming order query is an opportunity for your team to make a connection with a customer. It’s important to personalize each reply as much as possible to attract customers’ attention and keep conversations going. Your follow-up SMS templates may look like the following examples:

Hello {{customer name}}, thanks for texting in! Your order #{{order#}} is in transit. Here’s the tracking link: {{tracking link}}. Can I answer any other questions? Text STOP to stop receiving texts. —Sam, Customer Happiness Associate 

Hi {{customer name}}! Jenna from FoodApp here. First, thanks for signing up for the {{subscription level}} subscription. Now, can you send a picture of the error message you’re receiving? Text STOP to stop receiving texts. 

Hiya {{customer name}}! It’s Tammy from Video Game Apps. 🎮 I’m so sorry that {{game name}} didn’t download correctly! Would you like a refund, or would you like to troubleshoot the error with me? Text STOP to stop receiving texts. 

Expert Advice Sessions

Some companies take conversational customer engagement to the next level by offering expert access via business text messaging. When your expert responds, make sure their responses are on-brand. Expert responses may look like the following examples:

Thanks for opting into our Shoe Expert services, {{customer name}}! I’m Tanna, a professional tennis coach located here in Austin. Let’s get started! What kind of activities do you plan on doing in your new shoes? Text STOP to stop receiving texts. 

Happy Holidays, {{customer name}}! We Gift Elves are happy to offer personalized advice. Who are you shopping for? Text STOP to stop receiving texts. 

Hi there, {{customer name}}! Thanks for texting in for personal styling advice. 👗 I’m Samantha, a local fashion designer. What kind of occasion are you shopping for? Text STOP to stop receiving texts. 

Feedback Requests

Feedback requests are standard fare for any business. But with a conversational customer engagement strategy, it’s critical to prioritize asking for feedback whenever possible. Ask for feedback on everything from customer service to new initiatives. Customers, especially longtime customers, may be eager to share their thoughts. Feedback request SMS templates may look like the following examples:

Hello, {{customer name}}. As one of Local Bakery Chain’s {{loyalty status}} customers, your opinion means a lot to us. Can you text back a number 1-5 that represents how you feel about our new customer service portal? 5 is great, 1 is not so great. Text STOP to stop receiving texts. 

Hi there, {{customer name}}! Quick question: we saw you attended our Spring Stock Reveal event over Zoom. Any products stick out to you? Let us know! Text STOP to stop receiving texts. 

Hiya {{customer name}}! As a brand-new loyalty member, how do you feel about our VIP Sunday events? Have you attended one? Text back with YES or NO so we can know what to improve. Text STOP to stop receiving texts. 

 

Want to learn more about conversational customer engagement? Check out our blog.

Share via
Copy link