A Definitive Guide to Automated Text Messages In 2024

Businesses are always seeking digital innovation to connect and engage with their customers. With more than 7.21 billion smartphones in the world, SMS has emerged as the most effective channel for reaching an audience directly and instantly.

An automated message can take this effectiveness a step further by enabling businesses to send timely messages without any manual intervention or human errors. Automation helps companies to enhance their customer satisfaction and even drive better conversions.

Let's see what automated messages are, real-life examples that show their impact, and how to get started with your first automated messages campaign.

What is an Automated Text Message?

Have you ever received a text message about an appointment, upcoming sales, or payment confirmation from a brand? If yes, then you are already familiar with an automated message.

Automated text messages are messages that businesses send to their customers or prospects based on predefined triggers or events. These triggers or events can be an appointment reminder, an order confirmation, a product recommendation, or a promotional message for an upcoming sale.

Businesses use different software and platforms to automatically send messages through different channels (SMS, email, social media, etc.). An automated message is the best way to create personalized communication with your customers and increase your brand engagement.

How Do Automated Messages Work?

On average, 23 billion text messages are sent every day worldwide. A huge part of this figure belongs to different brands and businesses sending automated messages to their audience. Automated messages work with a system of pre-written text templates, specific triggers, and delivery methods. Here is a simple breakdown:

• Creating the SMS: Create the content of the text message you want to send. This can be a simple greeting, an order confirmation, or a special promotion offer.
• Define the Trigger or Keyword: The second step is to define the trigger or keyword, means conditions or words that will initiate the message. For example, 'join’, 'subscribe' or 'buy now' to get the desired action from customers.
• Message Scheduling: Schedule the message to be delivered as per your desired date and time. You can schedule it to be sent immediately, at a specific time, or based on certain conditions. For example, a dentist’s clinic might schedule a reminder message to be sent 24 hours before a patient’s appointment.
• Delivery: When the trigger is activated, the system will send the pre-written message to the recipient. This automated delivery not only streamlines communication but also ensures timely and consistent engagement with customers.

10 Real-Life Examples of Automated Messages For Effective Customer Engagement

An automated message is an excellent way to communicate effectively one-on-one with your customers. It is also one of the most cost-effective methods of increasing engagement and response.

Let's look at ten practical automated text message examples through which businesses are improving customer satisfaction and building strong relationships.

1. Send Welcome Messages

A welcome SMS is a great way to introduce your customers to your brand's online experience. It usually contains information like what type of messages subscribers should expect, how to unsubscribe, and sometimes a promo code.

Recent research shows that 93% of customers are interested in subscribing to SMS from a brand. Below is an example of how Draper James, a clothing brand, builds customer rapport with its welcome message.

2. Order Confirmation Messages

An order confirmation message is triggered when a customer places an order. It is a confirmation technique to inform your customers that their order has been received, shipment preparations are taking place, and their package is expected to arrive at the expected time.

This order confirmation message from Baking Steels is a good example. It includes all the necessary details including an order confirmation, a tracking link, and an unsubscribe option.

3. Automated Appointment Reminders

An appointment reminder is an automated message sent to remind customers about their scheduled appointments. You can use them to prevent no-shows, late arrivals, and last-minute cancellations. This is extremely important in the service and healthcare industry, where healthcare providers have to make preparations for each patient in advance.

This simple reminder by Reid Medical quickly reminds patients about the date and time of their appointment with a physician. It also contains a cancellation link in case the patient is unable to show up.

4. Promotional Offers and Discount Messages

With a 98% opening rate, SMS is extensively used to promote sales, seasonal offers, and special discounts. Having said that, you should carefully plan your promotional offers twice a year or quarterly to avoid feeling spammy.

Look at this discount SMS from Jenni Kayne, a famous clothing store. It contains a direct link to a personalized discount coupon and thanks the customer for being loyal and persistent.

5. Automated Message for Abandoned Carts

Online shopping has an average cart abandonment rate of 70.19%. A well-crafted automated message can help you recover the financial loss. Cart abandonment messages should be triggered when a person has pending items in their shopping cart but has not completed the transaction yet.

Hot Topic is an American fast fashion company typically catering to teenagers and young adults. Look at their friendly and engaging approach to reminding their young customers about their abandoned carts without hard selling.

6. Customer Feedback

Stats show that 65% of customers will switch to a competitor because of a poor experience. Collecting customer feedback helps you identify your shortcomings and improve your business. You can create a quick SMS survey and send the link to your customer to get insights about their experience, opinions, and future expectations.

Below is an excellent example of a quick customer survey by Growing Tree Bank. With three simple questions, the bank can quickly evaluate the customer experience and net promoter score.

7. Back in Stock SMS

As customers ourselves, we can completely relate to how frustrating it is when things go out of stock. You can reduce this disappointment by sending an automated message to customers that their favorite items are back in the store so they don't miss out.

Ikea takes this opportunity to update its customers about the restocking of best-selling shelf units. They also advise them to re-check product availability before visiting the store to avoid any hassle.

8. Product Recommendation Messages

Another smart use of automated messages is to recommend new and best-selling products to your customers. You can notify your website visitors through automated messages to create a sense of urgency and drive sales for a particular product.

Hoka shoes set an effective example from which we all can learn. First, they appreciate customers for their choice and they offer free delivery with a direct link for purchasing.

9. Customer Support Messages

You can use automated messages to provide online customer service. This is highly effective for service-based businesses with a mobile workforce, such as plumbers, electricians, or delivery drivers. Whenever an issue arises, the customer can simply get in touch with an SMS link rather than making phone calls with long waiting times.

Check out this example from U Haul, a U.S.-based company renting vehicles for moving possessions. Customers can easily check in and check out using a text link.

10. Customer Reward SMS

Another unique way to utilize automated messaging is sending updates to your customers about the latest loyalty programs. These programs give consumers special rewards such as cash back points, exclusive discounts, and increased sales.

Cold Stone Creamery, a global ice cream parlor chain, has a reward system that gives customers points whenever they buy something from the brand. The brand uses an automated message service that lets customers order online and earn points online.

Sending Automated Messages For Your Business With EngageLab

Getting Started with EngageLab For Automatic Messaging: A Step-by-Step Guide

Ready to leverage EngageLab for your automated messaging? Follow these simple steps to get started:

1. Sign Up for your Account: Go to EngageLab and sign in to your account. Create an account if you don't have one.

2. Launch a New Campaign: After you have signed in, click on the dashboard to select your desired campaign. Click on it to make it a campaign like any other type such as Web push, App Push, or OTP.

3. Create the Message: On the left side, you will see the buttons Click Custom Message to start using the EngageLab editor to create automated messages. You can add text, images, CTA, and much more.

4. Select the Target Audience: After creating a customized message, import your contact list. You can also segment your audience using different criteria such as demographics, behavior, or preferences of your target audience.

5. Set the Schedule: Select the time of delivery if you want to send it instantly or schedule it for later. After that , click on Preview to see how your message will appear on different devices.

6. Launch Your Campaign: Once you are completely satisfied with your messages, click on 'Launch' to send your automated message to your target audience. You can continuously observe and track the progress of your campaign with EngageLab's analytics suite.

Conclusion

Automated messages are a powerful tool for businesses to boost their customer journey. From sending welcome greetings to providing transactional updates and offering discounts, automated messages can streamline communication and improve customer experience.

While there are many platforms available, it is important to choose one that meets your needs, offers two-way communication, and prioritizes data security. EngageLab provides a comprehensive solution with features like multi-scenario messaging, real-time tracking, and top-notch security.

Ready to take your SMS marketing to the next level? Sign up for a free EngageLab trial and start creating effective automated text messages today!

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