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9 Types of Text Messages to Use in Your SMS Strategy

Text messaging is an effective way to connect with customers and build business relationships. To get it right, you need a strategy that includes multiple types of SMS messages.

SMS messages are an excellent way to communicate with customers and keep them updated on the latest news and offers. However, it's vital to understand the different types of SMS messages available.

It's no secret that communication preferences have changed dramatically in recent years. Where once people were content to receive information through traditional channels like television and newspapers, they now expect brands to meet them where they are — which increasingly means email, social media, and SMS.

This shift has presented a challenge for businesses of all sizes. That includes everything from side-hustle microbusinesses and freelance contractors to high tech brands. All of these must now adapt their communication strategies to reach and engage customers on their preferred platforms.

In the past, email, direct calling, and mail were the primary communication channels between businesses and customers. However, with the advent of smartphones, text messaging has become the preferred communication method. It's fast, convenient, and doesn't require customers to be available at a specific time.

It also allows businesses to reach a larger audience with their message. As a result, text messaging is an effective way to connect with customers and build business relationships.

To get it all right, you need a strategy that includes multiple types of SMS messages. In this article, we'll go over the different types of SMS messages you can use to move your business forward.

Types of Text Messages to Use in Your SMS Strategy

Here are nine business text messaging examples that demonstrate the versatility of this communication channel.


Convenience and speed are essential when it comes to making a purchase. No one wants to waste time filling out long forms or waiting in line. That's why allowing customers to place an order via text message is such a great way to improve sales.

It means they can buy from you anytime, anywhere, without any limitations. (Plus, it's just as easy for you to keep track of orders and manage inventory, especially with a good SMS marketing platform.)

For quite some time now, text-based ordering has been a popular way for businesses to reduce long lines and phone wait times. For instance, retail and e-commerce businesses have adopted text messaging, wherein customers can place orders by simply sending the company a text message.

In fact, many businesses find that text-based ordering is a more efficient way to take orders, and it also reduces the chance of mistakes being made over the phone.

Finally, customers appreciate the convenience of being able to text their orders in, especially when they are on the go.

Service Requests

SMS texting provides a convenient way for people to request and approve services

One typical example is the car repair shop (feel free to substitute and imagine your own service-based business here if you have one).

Texting allows auto mechanics to quickly inform customers of the issue and confirm any work they need to do with written authorization, vs. only on the telephone, where it can quickly become cloudy with respect to what repair work was agreed upon.

This way, there is a paper trail (or rather, SMS history) of precisely what was said and agreed to, avoiding any potential miscommunication or conflict down the road. Moreover, customers can quickly reply with any questions or concerns they may have- again, all while avoiding having to play phone tag.

SMS texts are fast, efficient, and allow for a clear record to be kept. Of course, this makes them an ideal solution for businesses looking to streamline their customer service process.

Integration with Social Media

In today's hyper-connected world, consumers engage with brands on a wide variety of channels. Businesses that are present on multiple channels have a better chance of being seen by their target audiences, leading to increased sales.

A clever way to promote a brand on multiple channels is to use one channel to drive traffic to another.

For example, you could run a promotion where you encourage customers to text a code to a special number to receive a discount on their next purchase.

The code could also act as an incentive for customers to visit one of your brand's social media accounts, which could increase your brand's visibility. This type of multi-channel promotion is an effective way to reach more consumers and boost sales.

Promotional Offers

In a world full of marketing messages, businesses find it harder than ever to break through the noise. However, thanks to the ease and personal touch of text messaging, you can use SMS messages to engage customers with promotions and drive online and in-store sales.

For example, a business could text all of its customers about a new sale or offer a coupon code for a discount.

Payment Reminders

Anyone who has ever run a business knows that timely payments are essential to running the operation smoothly. Unfortunately, people often need to be reminded when a payment is due.

In the past, businesses would typically issue reminders via email, but in recent years, text messaging has more and more become an increasingly popular communication channel for that purpose. The reason for this shift is simple: people are more likely to read a text message than an email.

In addition, text messages can be scheduled in advance, so businesses don't have to worry about forgetting to send a reminder. As a result, text messaging has become a powerful tool for companies that want to ensure timely payments.

Customer Satisfaction Surveys

One of the best ways to improve customer experience is to collect feedback from customers and analyze it. This can be challenging, as customer surveys often have low response rates.

However, you can use text messaging to reduce customer effort and increase response rates. By sending a text message instead of an email, you can make it easier for your customers to provide feedback.

Additionally, text messages are more likely to be opened and read than emails. As a result, using text messaging to collect customer feedback can help businesses to improve their customer experience.

For example, imagine sending an automatic SMS message after a customer receives their order containing a short satisfaction survey. That immediate follow-up shows that you're interested in your customers' feedback and willing to make changes to improve their experience.

Plus, asking customers what went wrong and how you can fix the issue is a dependable way to stop negative reviews from spiraling out of control. You can even turn unhappy customers into lifelong fans by taking this proactive approach.


Any business looking to engage with their customers should consider using contests as part of their SMS messaging strategy. They're a great way to promote your business, and text messaging makes it easy for customers to participate.

They don't have to visit a particular website or fill out a long form—they can simply reply to your text. And with 60 percent of text messages being read and responded to within three minutes, you're sure to get a great response rate.

Check-In Reminders

You don't always know where your customers are and what they may be distracted by at any given time. What happens if a team member misses your phone call or doesn't check their email inbox?

You've failed to reach them, let alone engage them.

The solution is twofold: first, make sure you have multiple channels of communication open so you can reach your customer through the channel they are most responsive to; second, use marketing automation to nurture your leads and keep your brand top of mind even when they're not actively engaged.

Leads may forget who you are if you wait too long to engage them again, but if you stay in touch regularly, you'll be the first company they think of when they're ready to buy.

With SMS messages, you can skip the phone tag and send check-in and appointment reminders to your customers. They'll receive an automatic reminder before their appointment, and they can confirm or reschedule with a few clicks.

It's a win-win for everyone involved.

Picture Messages

Have you ever received a picture message from a friend or family member and thought to yourself, "That's really cool!" Well, you're not alone. In recent years, the use of multimedia messaging services, or MMS, messages has exploded in popularity.

While MMS messages are similar to text messages in that they are composed of text with embedded images, they have much more to offer in terms of functionality.

From showcasing products and services to sending alerts and coupons, businesses and consumers alike find ever more creative uses for MMS messages. And when it comes to customer service, MMS messages offer a quick and easy way to share receipts or images of damaged products.

Final Thoughts

The examples we've shown demonstrate that you can use SMS marketing for various purposes. These can range from providing updates to customers about their order status to sending out promotional codes and discounts. To get started with your own SMS marketing strategy, download Shout.