How to Create Great Customer Experiences with Text Request

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The customer experience covers every interaction someone has with your business. It flows through your marketing, sales, and service, and it’s perhaps the most important aspect of your business to get right.

Below, I’m going to show you what it takes to create great experiences that keep customers coming back, and how to create those great experiences with Text Request.

5 Steps to Create a Great Customer Experience

1. Make the experience feel personal.

Personalization is everywhere, from the ads we see to the Netflix recommendations we get. Customers love it when companies make things unique to them, so much that 70% of customers say a company’s understanding of their individual needs influences their loyalty.

Treating a customer as a real person with their own thoughts and feelings helps them feel appreciated. In fact, 84% of customers say being treated like a person and not a number is very important in winning their business.

Although personalized ads and Netflix recommendations often require extensive algorithms, you can at least personalize your communications (texts, emails, special offers) with something as simple as the customer’s first name, birthday, or any number of unique identifiers.

Doing so makes customers feel like messages were made just for them, which creates a better experience and can even increase your sales by 19% or more.

2. Keep it simple.

Great customer experiences are easy customer experiences. Keeping it simple means:

  • Allowing a customer to easily talk or text with an actual person
  • Giving online viewers what they’re looking for without having to click and scroll all over your site
  • And writing complex information in language customers can actually understand

As an example, business professionals tend to use jargon that sounds good to us but makes no sense to our customers.

Marketers and mechanics are especially bad about this. Marketers will say “We use inbound strategies to boost your KPIs and achieve campaign goals,” when it would be better to say, “We run ads and make sure you get plenty of sales.”

3. Skip the wait.

No one likes waiting for a handyman to (maybe) show up at their house, or waiting a few extra days for a package.

Do people really need 2-day shipping? Probably not, but we love it, and that’s one way Amazon creates a great customer experience.

With all of the technology available today, consumers expect to get what they want almost instantly. A good example of a company skipping the wait is Apple.

They have a feature on their website’s help page that allows you to schedule a time for them to call you. No waiting, just what you want when you want it.

An easy way to keep people from waiting is our SMS Chat feature. I’ll touch on this later, but it lets customers text you from your website.

Your replies go straight to their cell phone, so they don’t have to wait on your website. They can go about their day and keep up with the conversation on their own time.


Related: Text Request SMS Chat User Guide

4. Be pleasant!

Chick-Fil-A is eating every other fast food restaurant’s lunch because their employees are always just so happy to help you. They go above and beyond expectations to create wonderful customer experiences.

Being pleasant helps people feel more relaxed and more cared for. It helps your current customers while also bringing in new referrals.

5. Give your customers what they want.

When customers or prospects are looking for something, they're expecting to find it, usually with little effort. They have a picture in their mind of what they want, and it’s up to you to give it to them in a delightful way.

To do this well, you have to understand your customers personally and learn what they’re trying to accomplish. What are they trying to get from you?

How Does Text Messaging Affect Customer Experience?

Part of creating great customer experiences is meeting customers where they are. The average person spends hours on their phone and sends dozens of texts every day. So you should be texting too.

Texting eliminates waiting, since 95% of texts from businesses are read within 3 minutes, and the average response time for a text message is only 90 seconds.

You also get more direct communication with your customers and no longer have to play phone tag, because text messages have a 99% open rate.

Texting makes for great customer experiences, and I’m going to show you six Text Request features that will help you provide these great experiences.

Related: 73 Texting Statistics that Answer All Your Questions 

6 Text Request Features That Help Create Great Customer Experiences

Text Request is built to provide great customer experiences, and there are at least six Text Request features that will help you create great customer experiences.

1. Schedule messages to one person or many.

Being able to schedule one text or thousands of texts to go out on a specific date and time allows you to push out time-sensitive messages without hassle. This improves the customer experience by giving your customers the best opportunities to use the information and engage with your business.


"Come in this Saturday for 20% off all apparel!"

"Happy Birthday, Caroline! We’re glad we get to work with you. - [Local Business]"

To schedule messages, go to your Text Request account, and click on “compose message.” Type your message, and then click “Show Additional Options.”

Chose when you want to send the message, and click “Schedule.” You can also schedule a group message in your Group Messages tab.

For more information on scheduling messages, click here.

2. Use merge fields to personalize messages at scale.

Remember when we talked about making things personal? Writing out a customer’s first name in a template text would be tiring and tedious after about ten texts, let alone hundreds and thousands.

This is why Text Request offers merge and group merge messages. With group merge, you can create a text message and insert a field for first name, date, or any other column header you can fit into a CSV file.

Text Request Group Merge Messaging

Simply click Compose a Group Message from the Group Messages page, select Group Merge Message, and upload a CSV file. You can use the headings in it to add personalized information for each contact.

Related: How to Increase Ticket Sales with Text Messaging (SMS)

3. Share relevant information with targeted subscribers through keywords.

Great experiences come from sharing the right information with people who actually want it. Keywords make this easy for you. A Keyword is simply a word people text to opt into something. People normally opt-in for two reasons:

  • To immediately get some piece of information, like a coupon or home listing details
  • Or to receive details on a particular topic in the future, like for temp jobs in a particular industry

Keyword responses are messages that automatically send to subscribers as soon as they text in the keyword (they’re also optional). For instance, an automotive dealership could create a keyword for a new car and include the car’s details in the response.

They could ask customers to “Text NEWJEEP to 423-218-0111 for info on this year's new model!” As soon as someone texts in NEWJEEP, they’ll be sent the automated response with details on the car.

This is a great way to send information only to those who are looking for it.

4. Drive inbound communications with SMS Chat on Click-to-Text.

Text Messaging is the most requested and highest rated communication channel for customer service. Most website traffic, particularly for local businesses, comes from mobile devices. SMS Chat and Click-to-Text bring the two together to let customers text you from your website ( and other places).

To add either to your website, just log in to your Text Request account and go to SMS Chat under Integrations. Drop the code in your website and you’ll be good to go. You can also add a texting hyperlink - sms:1[10 digit number] - to any button on your site (e.g. sms:14232180111).

People would rather text than call, so this provides a great experience.

5. Schedule confirmations and trigger notifications.

One of the worst things - for you and your customers - is to expect something to happen, and then to wait around only for it not to happen.

Text Request is a two-way text messaging system that makes it easy for you to confirm appointments and get updates. You can schedule a reminder to go out a day or so before the appointment. This also gives the customer a heads up so they can change the appointment if necessary.


Hey [first name], just a reminder that you have a dentist appointment this Wednesday at 2:00 pm. - [Business Name]

You can also use our APIs to trigger confirmation and verification texts when a customer schedules an appointment, makes a purchase, etc. Example:

Hi there! We just got your order, and are preparing to ship it now!

These allow for smooth communication between you and your customers. They also help eliminate any misunderstandings while opening up a new (probably preferred) line of communication.

6. Take advantage of auto responses.

You never want to leave your customers in the dark. If you are going to be out of the office, or otherwise unavailable, having an autoresponse set up is great for maintaining a good customer experience. For example:

Thank you for contacting [Business Name]. We’re out of the office at the moment. Our office hours are 9:00 am to 5:00 pm Monday-Friday. Thank you!

Setting up auto response is fairly simple.

  • Find the Autoresponse button in the Settings tab on your dashboard.

  • Create your message, and either add a scheduled time for it to go out, or save it for later when you can manually turn it on.

Need extra help? Click here.

What should you do next?

If you are a current Text Request customer and would like help with anything mentioned in this article, contact us. We’ll be happy to help!

If you are not yet a customer but would like to talk through how your business can benefit from these features and uses, grab a time to talk with us.