4 Ways Our Agency Converts and Keeps Clients with Text Request
Getting someone to visit your online store is only half the battle. How do you convert them once they’re there?
People browse on their phone and do research before they even click on your website. So once they arrive, your customers need to be able to shop and communicate with you the way they want to over their smartphone, or they’ll move on to a competitor.
We just needed a platform our clients could use to manage those texts, which is why we partnered with Text Request.
Now 53% of the texts our clients receive are product and pricing inquiries!
Want the same results? Here’s how our team did it!
Why did we start using text to convert customers?
There are five generations buying in the furniture market, and they all use smartphones.
Email is still used by the older generations, but it’s clear that Millennials and Gen X prefer the immediacy of text. Not to mention that only 15% of emails are opened, while 99% of texts are read!
We knew that text would give us and our clients the ability to reach every generation the way they prefer—immediately. The moment anyone sends a text, they expect they’re going to get a response quickly (which is great for generating sales fast).
All we needed was a tool that could help us and our clients make that fast back and forth manageable, which is why we looked into partnering with Text Request.
How are our clients converting their customers through Text Request?
As a marketing agency, we’re caught in a balancing act of not only focusing on generating leads for ourselves, but also our clients. The more leads a client has, the more likely they are to get sales—and the more leads we’ll bring in for ourselves when they’re successful.
Our agency holds ourselves accountable for generating those sales for our clients. Anything we can do from a technology standpoint to help them generate those sales means we’re doing our job right.
We partnered with Text Request because they give our clients a way to convert leads directly from their website through tools like SMS Chat (which we’ll talk about more later). We set up the textable numbers for our clients, do a quick demo, install the SMS Chat widget, and then the clients are good to go.
Once our clients are able to text, they immediately begin getting messages from new leads about all kinds of things, like:
- Specifics for products
- Customer service
- Service requests
- Delivery times
- Current promotions and sales
These new leads have the ability to ask about anything in relation to the business as soon as they reach the website. That's the kind of customer experience that has helped some of our clients get a 62% increase in response rates, compared to their original email contact forms!
4 Ways We Increase Conversions For Ourselves and Clients Using Text Request
Whether they’re 70 years-old or 17 years-old, texting is how consumers prefer to connect with businesses. There’s no training or talent required, and every one seems to automatically know how to do it.
Text Request just makes it easy for us and our clients to handle all the nuts and bolts that make managing texts easy and professional through these tactics below.
1. Capturing visitors’ attention with SMS Chat.
Having a positive experience with a website encourages consumers to engage and communicate with our clients.
SMS Chat gives that kind of experience. It’s a widget that lets consumers text our clients directly from their website. Consumers can start a conversation right away, rather than just skimming through the website and never finding a next step.
That kind of direct funnel is vital to converting customers. It gives our clients a chance to respond to their potential customers before their competitors can, especially when they have an autoresponder setup.
Autoresponder sets expectations for customer satisfaction right from the start. It sends an immediate response to customer messages, like:
“Thanks for reaching out to [Company Name]! Text your name and question, and a rep will get back to you as soon as possible.”
Our clients don’t have to worry about any texts going unanswered. Plus it gives them a breather and makes them feel like they don’t have to respond ASAP, when they know people who text after ours will get a message like:
“Our store is currently closed, but we’ve received your message and will respond when we open at 10:00 a.m. tomorrow.”
This puts our clients a thousand steps ahead of their competitors when their customer service is that on top of it.
2. Garnering interest and collecting subscribers through keywords.
Our clients use keywords to encourage their leads to opt-in for discounts that convert them into customers. A keyword is a word a consumer texts to be added to a text group, and it triggers an auto-reply, like:
“Thanks for texting MATTRESS! Every Tuesday we’ll send you the newest products added to our catalogue.”
These keywords can be advertised anywhere (including social media, brick-and-mortar signs, or website banners) with a simple message, like:
“Text CHAIR to get a 15% discount on your next purchase!”
They help our clients convert curious customers into leads, plus collect their contact information for later follow-ups!
3. Creating a VIP SMS club to draw in new customers.
Our team recently started using keywords to give our clients the ability to opt-in to our SMS VIP club for exclusive content and discounts. As VIP members they get access to helpful resources to help them generate sales, and we get to continue fostering relationships with them.
We planned these VIP text invites similar to how an email subscription would popup on a website, only instead of asking for your name and email, the text says:
“Text the word VIP to receive updates on the latest news and discounts!”
It’s a much easier and faster way to gather contacts than our email list was, especially when we can share that same call to action on all our other ads.
As that contact list grows, it just becomes part of the same marketing routine as our email blasts. Clients receive both of them around the same time, which ensures they see at least one of them.
It’s a great way for us to share resources to continue to help our clients grow.
4. Advertising “Text us!” calls to action on other marketing materials.
The ability to make our landline phone number textable, and not have to maintain a separate number, is huge for our clients. We don’t have to teach them which number to text, and it’s easy to put that single number on all our ads.
We have a call to action on all our marketing materials for new clients to text us. It not only draws them in, but also shows them first-hand how they can use text to increase conversions.
What’s the best way for your own business to start converting leads with Text Request?
When you login for the first time, focus on the features one step at a time. It’s easy to dive in and want to start using everything at once, but becoming a master over each feature individually has been what’s helped my agency.
We started with SMS Chat first, then moved on to keywords once we felt comfortable.
Do a demo and get trained so you know the basics of each. The folks at Text Request always answer, respond quickly, and are easy to talk to.