Maximizing Engagement: Business SMS Dos and Don’ts

Business SMS

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If you’ve ever received a text message from a company with a purchase or attempted to engage with them via text only to realize they messed up somewhere in the process, you already know that it’s frustrating to receive spam messages from businesses.

In this blog, we’ll explore the dos and don’ts of using Business SMS as part of your Small Business Phone Services, including Business Phone Features and the advantages of using a Business Phone App.

The business world is changing, and with that new technologies such as SMS text messages are being introduced. However, not many people know the dos and don’ts of text messaging in the business world. This article offers some helpful tips to help those who aren’t sure how to properly handle their texts during work hours.

Connecting with your customers makes for strong customer relationships. However, a strong relationship requires enough trust so that people feel comfortable sharing private information with you without feeling nervous or anxious about fake information getting into the wrong hands.

The Power of Business SMS

The best way to build trust with your customers is to build empathy. You should ask those questions about yourself and reply in a personal manner.

It’s also important to focus on connecting with your network as well, and not just the big names. You never know when a small problem will turn into a big one, so there are no boundaries. The best way to connect with them is to listen and talk with them about what they are interested in. And don’t forget that real relationships take time; it’s not always going to happen overnight.

Listening is an important skill for any salesperson, but especially when you’re texting. Doing this will give you a better understanding of them and allow you to tailor your messaging to their needs. This will help you avoid mistakes that could hurt your relationship with them, such as responding too quickly or too slowly, talking about the wrong thing, or saying something offensive.

Business SMS is a versatile and efficient way to engage with customers, clients, and employees. It offers several advantages, such as:

  • Instant Communication: SMS messages are delivered quickly, making them ideal for time-sensitive communications.
  • High Open Rates: SMS messages have a remarkably high open rate, with most recipients reading them within a few minutes.
  • Cost-Effective: Sending SMS messages is typically more cost-effective than making phone calls, especially for international communication.
  • Broad Reach: SMS allows you to reach a wide audience, making it perfect for marketing campaigns and promotions.
  • Convenience: Business SMS can be integrated into your existing Small Business Phone Services, making it a seamless addition to your communication strategy.

Be courteous and kind, but don’t waste their time. They’re not contacting you because they want a conversation; they’re contacting you because they have a need. So once you’ve helped them out, move on to someone else who has contacted you or someone else in the network.

Be consistent with your brand image by using punctuation and capitalization correctly in all of your text messages. This shows that you’re a professional, and it makes it easier for them to understand your message. You can also use emoticons to make your texts more personable and engaging, but avoid overusing them because it can make your texts seem artificial and show that you’re having trouble expressing yourself in other ways.

When asking questions that may be a little too personal, keep your texts professional so they don’t feel like you’re invading their privacy. Remember not to ask anything overly personal or rude just for the sake of finding out information; this will only damage your relationship with them, as well as make you look unprofessional.

We’re going over business texts dos and don’ts. It’ll give you everything you need to know about how businesses can use SMS marketing savvy through your mobile phone! You’ll be loaded up and ready with everything from the basics of SMS marketing campaigns, what makes one successful, and how to maximize engagement and minimize spamming your customers—all complete with helpful tips for best practices.

Now, let’s dive into the dos and don’ts of using short message service effectively:


  • Personalization: Start your SMS messages with a personal touch, addressing the recipient by their name whenever possible. This creates a more engaging and respectful interaction.
  • Entertain: In most countries, children and teenagers are being exposed to a lot of visual and audio information. It’s important to keep them entertained with amusing messages that they find interesting.
  • Competitive: If your competitor is using SMS marketing, you should consider mimicking their strategy. Think of ideas like sending a congratulatory message for birthdays or anniversaries that make you look more like a friend than a competitor. Think of creative ways to challenge them.
  • Offer Discounts: When offering incentives or discounts, make sure your incentive is worth it. If not, consider just having the “buy now” button directly in the SMS.
  • Clear Call-to-Action (CTA): Include a clear and actionable request or CTA in your message. Whether it’s asking for a reply, a click on a link, or scheduling a call, make it easy for recipients to know what to do next.
  • Timing: Avoid sending SMS messages during late hours or at inconvenient times. In the mornings, for example, people are busy preparing for their days; likewise, people are less likely to respond to texts in the late evenings. Treat your customers right!

What words do you use most frequently? Use words that your customers would naturally address this way, but only use them sparingly in text messages.


  • Annoying: Some companies are trying to use SMS as a tool to annoy customers through automated messages. This is not allowed in most countries. You can run into big legal trouble if you send spam via SMS.
  • Unnecessary: When messaging your customers, you should be consistent and ensure they receive the same message, day in and day out. If they see a new message, they may be hesitant about opening it or replying to it completely out of context.
  • If you are a small business owner who is using SMS as a marketing strategy, we hope this article leads you in the right direction! We want to make sure that your business has an effective response strategy in place before acting upon it.
  • Language: Avoid using spammy language or excessive capitalization and exclamation marks. Maintain professionalism in your messages.
  • Lack of Consent: Always ensure that you have obtained the recipient’s consent before sending them SMS messages.
  • Ignoring Replies: If you encourage replies in your SMS, make sure to respond promptly to any inquiries or feedback. Ignoring responses can harm your brand’s reputation.

Enhancing Business SMS with Small Business Phone Services and a Business Phone App

To make the most of Business SMS, consider integrating it with your Small Business Phone Services. Many business phone providers offer SMS features as part of their packages, allowing you to manage all your communication from a single platform.

Additionally, using a Business Phone App can provide you with the flexibility to send and receive SMS messages on the go. This can be particularly beneficial for small business owners who need to stay connected even when away from the office.


Business SMS is a valuable tool for small businesses looking to maximize engagement with their customers and clients. By following the dos and don’ts outlined in this blog and leveraging the capabilities of Small Business Phone Services and a Business Phone App, you can create effective and efficient SMS communication strategies that drive growth and success for your business.

Published: December 22nd, 2023