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5 minutes to read

Feb 27 2023

How to Use SMS for a Better Customer Onboarding Experience

May Akyyoma

Fostering strong customer relationships is a crucial aspect of any successful Business-to-Customer strategy. The customer’s user experience journey commences from their initial interaction with a brand, and it is essential to ensure this experience is seamless and gratifying. In fact, 42% of cust omers are willing to pay more for a product when they receive exceptional service.

One effective approach to leaving a positive, lasting impression on customers is through personalized and engaging welcome messages, such as bulk text messaging . In this article, we will explore customer onboarding messages, their advantages, and examples of these messages.

What is Customer Onboarding?

Onboarding encompasses a structured approach to delivering the best experience for customers of a product or service. It starts at the point of sale and encompasses sign-on, activation, and customer feedback processes through 2-way SMS . Building a strong relationship with your clients is vital for retaining them and driving revenue.

For instance, if you sell workout equipment, it is important to support the buyer by sending information on proper usage and tips for maximizing its benefits.

Additionally, obtaining their feedback should be a priority.

Why Is Onboarding Important?

While some may perceive onboarding as unnecessary, savvy businesses recognize its effectiveness. Here are some key benefits of customer onboarding:

• Enhances customer retention

Today’s customers seek personal connections with the brands they support. Companies must actively earn customer loyalty to ensure continued patronage.

• Organic brand promotion

Satisfied customers will spread the word about your brand, reducing the need for extensive marketing efforts. Word-of-mouth advertising is a powerful marketing strategy, driving sales five times more than paid advertising and influencing 90% of people to act based on recommendations from friends and family.

• Delivers a satisfying user experience

Onboarding helps users better understand your product and its usage. Providing customers with comprehensive information elevates their experience and fosters positive associations with your brand.

• Gathers valuable feedback

Consistent customer engagement throughout the onboarding process allows you to better understand their needs and preferences. This insight is crucial for developing and delivering products that truly cater to your customers’ requirements.

What are the Different Types of Welcome SMS Messages?

Various situations call for different types of welcome messages, each designed to enhance the customer experience. Here, we explore the diverse categories of welcome SMS messages.

• Customer Referrals. Welcome messages can acknowledge and appreciate customers who refer new clients to your business.
• Order Confirmations. Sending a confirmation SMS after a customer places an order reassures them and provides essential order details.
• Cart Abandonment. Gentle reminders through welcome messages can prompt customers to complete their purchases after abandoning their carts.
• Customer Feedback Messages. Soliciting feedback through SMS messages shows your customers that you value their opinions and care about their experiences.

• Special Greetings. Sending personalized messages on special occasions, such as birthdays and anniversaries, fosters a deeper connection with your customers.
• Offers and Discounts. Welcome messages that promote exclusive deals and discounts can incentivize customers to make a purchase or engage with your brand.
• New Subscription Messages. Acknowledging new subscribers with a warm welcome message sets the tone for future interactions and encourages them to explore your content.
• Newsletter Welcome Messages. A tailored welcome message for new newsletter subscribers can help them understand what to expect and how to maximize the benefits of your content.
• Re-engagement Messages. Reaching out to inactive customers with personalized messages can encourage them to re-engage with your brand and rekindle their interest.

17 Welcome Message Examples You Should Try

Suppose you need more ideas on how to welcome customers to your brand. We have taken the time to create some to inspire you. You can take any of these samples and modify them accordingly.

New subscription messages

Offers/discounts welcome messages

Subscription to newsletter messages

General enquiries messages

Banking sector welcome messages

Special day messages

5 Customer Onboarding Best Practices for SMS Marketing

To ensure your welcome messages are effective, follow these five best practices for SMS marketing that will engage your customers and inspire action.

Personalize the message

Including the customer’s name in the message demonstrates that you care and makes them feel valued. Personalized messaging has been shown to increase customer engagement with brands by 72% .

Incorporate your brand name

Always add your brand name to the message, as customers may not have saved your contact information. This way, your message stands out among numerous SMS campaigns in their inboxes.

Create a limited-time offer

Offering time-sensitive discounts or incentives can encourage customers to take immediate action. These limited offers are a great way to welcome new customers and pique their interest.

Provide necessary information

Provide essential details related to your brand, such as the type of content you’ll send, the frequency of messages, and how to unsubscribe. Transparency fosters trust between your brand and your customers.

Keep it concise

Craft your welcome messages to be direct and concise, highlighting the key points without overwhelming the customer. Avoid excessive abbreviations unless they’re part of your branding.

Final Take

To sum up, well-crafted welcome text messages bring various advantages, such as fostering customer loyalty and generating word-of-mouth marketing.

Maximize their potential as a marketing asset by enriching the onboarding experience with enticing discounts, product updates, and well-timed notifications. Remember, though, that success in this endeavor depends on a robust SMS service. BSG — is an international communications platform dedicated to assisting businesses like yours in forging lasting customer relationships from the outset. Want to utilize our mass texting service ? Or benefit from any other communication services? Let’s get started.