The Ultimate Guide to Choosing the Right Business Texting Software for Your Business

In modern business world, effective communication is more critical than ever. With the rise of mobile technology, businesses are increasingly turning to text messaging as a powerful tool for engaging with customers, employees, and partners. In 2024, people want direct communication with businesses. A staggering 79% of consumers are opted in to receive texts from businesses. This represents a significant shift in consumer behavior compared to the 2023 report, where 71% of people subscribed. This indicates an 11% growth in consumer SMS marketing opt-ins year over year and a growing preference for text-based communication from brands.

As text message marketing thrives, it’s vital to grasp its impact. By 2027, the industry is expected to reach $84.9 billion, growing at 3.8% annually. In 2023, global spending on SMS marketing is predicted to exceed $339 billion. These stats highlight the importance of effective business texting strategies.

To harness the power of texting for your business, it’s essential to invest in the right business texting software. But with so many options available on the market, how do you choose the best one for your specific needs? In this ultimate guide, we’ll explore everything you need to know to make an informed decision.

What is business texting software?

Business texting software is a specialized communication tool designed to facilitate text-based interactions between businesses and their customers, clients, or employees. Unlike personal texting apps, which are typically used for casual conversations between individuals, business texting software is specifically tailored to meet the needs of businesses, offering a range of features and functionalities to support professional communication.

Key features and functionalities of business texting software include:

Mass Messaging: Business texting software allows businesses to send mass text messages to a large group of recipients simultaneously. This feature is particularly useful for marketing campaigns or important announcements.
Two-Way Communication: Unlike traditional SMS, which is typically one-way communication, business texting software enables two-way communication, allowing recipients to reply to messages. This enables businesses to engage in real-time conversations with their customers or clients.
Automation: Many business texting software solutions offer automation capabilities, including drip campaigns. Drip campaigns allow businesses to set up a series of automated messages or responses based on predefined triggers or timelines. This can help streamline communication and improve efficiency.
Integration: Business texting software can often be integrated with other business systems or applications, such as CRM software or helpdesk tools. This integration enables businesses to manage all their communications from a single platform, improving coordination and efficiency.
Customization: Business texting software allows businesses to customize their messages with branding elements such as logos, colors, and fonts. This helps maintain a consistent brand identity across all communications.

How it differs from personal texting apps:

While personal texting apps are designed for individual use and typically offer basic messaging features, business texting software is specifically designed to meet the needs of businesses and offers a range of advanced features tailored for professional communication. Additionally, Businesses face fines of up to $1,500 per unsolicited text message sent in violation of TCPA regulations. This statistic highlights the potential legal and financial risks associated with non-compliance in business texting, emphasizing the need for robust security and compliance features offered by dedicated business texting software.

Assessing Your Business Needs

Before choosing a business texting software, it’s essential to assess your business needs to ensure you select the right solution. Here are key factors to consider:

Determine how you plan to use the business texting software. Are you looking to send marketing messages, provide customer support, or streamline internal communication? Understanding your specific communication needs will help you choose software that aligns with your goals.
Consider your target audience’s demographics, behavior, and communication preferences. For example, if your audience prefers text messages over emails, business texting software would be a more effective communication tool.
Evaluate your budget constraints and determine how much you’re willing to invest in a business texting software. Additionally, consider your scalability needs. Will the software be able to accommodate your business as it grows?

By carefully assessing your communication requirements, understanding your audience, and considering your budget and scalability needs, you’ll be better equipped to choose a business texting software that meets your specific business needs.

Key Considerations When Choosing Business Texting Software

When choosing business texting software, several key considerations can help you make the right decision:

Integration capabilities with existing systems: Ensure that the software can seamlessly integrate with your existing systems, such as CRM software, to streamline communication processes.
Compliance with regulations (e.g., TCPA, GDPR): Verify that the software complies with relevant regulations to avoid legal issues and protect customer data.
Security and data protection measures: Prioritize software that offers robust security features, such as encryption and secure storage, to protect sensitive information.
Customization and branding options: Look for software that allows you to customize messages with your branding elements, such as logos and colors, to maintain a consistent brand identity.
Customer support and training provided by the software provider: Choose a software provider that offers excellent customer support and training resources to help you make the most of the software and address any issues that may arise.

Types of Business Texting Software

Business texting software comes in various types, each tailored to specific needs and industries. Here are some common types:

Automated SMS Marketing Platforms: These platforms focus on sending promotional messages, offers, and updates to customers to drive sales and engagement. They often include features for segmentation, scheduling, and tracking campaign performance.

EZ Texting: Provides tools for creating SMS marketing campaigns, including keywords, autoresponders, and analytics.

Textdrip: Offers advanced features for SMS marketing, including automation, personalization, and AI text generator, making it easy to create and manage SMS campaigns.

Customer Service Texting Tools: Designed to streamline customer service through automated text messages, these tools enable businesses to provide quick responses, resolve issues, and maintain customer satisfaction. They may include features like automated replies, ticketing systems, and integration with CRM software.

LivePerson: Enables businesses to offer customer service through SMS, chat, and other channels.

Zendesk: Integrates SMS into its customer service platform, allowing businesses to manage text messages alongside other support channels.

Appointment Reminders and Scheduling: These tools help businesses send automated reminders and schedule appointments via text messages. They can reduce no-shows, improve appointment management, and enhance customer experience.

ReminderCall.com: Offers automated appointment reminders via SMS, voice calls, and email.

TextMagic: Provides tools for sending appointment reminders and managing scheduling via text messages.

Internal Communication Platforms: Business texting software isn’t just for external communications. Some platforms focus on improving internal communication by enabling teams to send text messages for quick updates, reminders, and collaboration.

Slack: While primarily a messaging app, Slack offers integrations with SMS tools for internal communication.

Microsoft Teams: Similar to Slack, Microsoft Teams integrates with SMS services for internal messaging.

Two-Way Messaging Apps: These apps allow businesses to engage in two-way conversations with customers, clients, or employees. They often include features like inbox management, message templates, and contact management.

Twilio: A cloud communications platform that offers SMS and other messaging services for businesses.

MessageBird: Provides tools for two-way messaging, including SMS, voice, and chat.

SMS Surveys and Feedback Tools: These tools enable businesses to gather feedback, conduct surveys, and measure customer satisfaction through text messages. They can help businesses understand their audience better and make data-driven decisions.

SurveyMonkey: Offers tools for creating and sending surveys via SMS, email, and web.

Qualtrics: Provides enterprise-level survey and feedback management, including SMS surveys.

Emergency Notification Systems: Used for critical communications, these tools enable businesses to quickly reach employees or customers in case of emergencies or important announcements.

Everbridge: A critical event management platform that includes SMS notifications for emergencies.

Rave Mobile Safety: Offers emergency notification solutions, including SMS, for businesses and organizations.

Integration Platforms: Some tools focus on integrating SMS capabilities into existing systems like CRM, marketing automation, or help desk software. They allow businesses to leverage SMS as part of their broader communication strategy.

Zapier: Enables businesses to connect SMS services with other apps and automate workflows.

Integromat: Similar to Zapier, Integromat allows for the integration of SMS with other apps and services.

Each type of business texting software serves a different purpose, so it’s essential to choose the one that best fits your business needs and goals.

How to Decide to Choose the Right Business Texting Software

When deciding to choose a business texting software, it’s crucial to follow a systematic approach to ensure you select the best option for your needs. Here’s a more detailed breakdown of the steps:

Step 1. Identify Your Needs: Begin by clearly defining your requirements. Consider factors such as the volume of messages you plan to send, the level of automation you require, and any specific features you need, like two-way messaging or analytics.

Step 2. Set a Budget: Determine how much you’re willing to spend on a business texting solution. Consider not only the monthly subscription cost but also any additional fees for extra features or message credits.

Step 3. Research and Shortlist: Research different business texting software options and create a shortlist of those that seem to align with your needs and budget. Look for reviews, ratings, and case studies to gauge the effectiveness and reliability of each option.

Step 4. Request Demos and Trials: Reach out to the shortlisted providers and request demos or trials. This will give you hands-on experience with the software and help you understand its features and user interface.

Step 5. Evaluate Features and Support: During the demos or trials, pay close attention to the features offered by each software. Consider how well they meet your needs and how user-friendly they are. Also, assess the level of customer support provided by each provider.

Step 6. Consider Integration: If you use other software tools in your business, consider how well the business texting software integrates with them. Seamless integration can streamline your workflow and improve efficiency.

Step 7. Consult Stakeholders: Get input from key stakeholders in your business, such as marketing managers or customer service representatives, who will be using the software. Their feedback can provide valuable insights into the usability and effectiveness of each option.

Step 8. Make a Decision: Based on your research, demos, and stakeholder feedback, make an informed decision on which business texting software to choose. Consider factors such as features, pricing, support, and integration capabilities.

Step 9. Implement and Monitor: Once you’ve selected a software provider, implement the software into your operations. Train your team on how to use it effectively and monitor its performance to ensure it meets your expectations and delivers the desired results.

Best Practices for Using Business Texting Software

Using business texting software effectively requires adherence to best practices to ensure successful outcomes. Here are some key practices to consider:

Obtain Consent: Always obtain explicit consent from recipients before sending them text messages. This is not only a legal requirement in many jurisdictions but also helps build trust with your audience.

Example: “Hi [Recipient’s Name], we’d love to keep you updated about our latest offers and promotions via text. Reply ‘YES’ to opt-in. Msg & data rates may apply. Opt-out any time by replying ‘STOP’.”

Personalize Messages: Personalization can significantly improve engagement. Use the recipient’s name, tailor messages to their interests or previous interactions, and consider segmenting your audience for more targeted messaging.

Example: “Hi [Recipient’s Name], we noticed you haven’t visited our website in a while. Here’s a 10% discount code to use on your next purchase: SAVE10.”

Monitor and Analyze: Keep track of key performance metrics such as delivery rates, open rates, click-through rates, and conversion rates. Analyzing these metrics can help you refine your messaging strategy for better results.

Example: “Thank you for your recent purchase! We’d love to hear about your experience. Reply with a rating from 1 to 5, with 5 being the best. Your feedback is valuable to us!”

Compliance: Ensure compliance with relevant regulations, such as the Telephone Consumer Protection Act (TCPA) in the United States or the General Data Protection Regulation (GDPR) in Europe. Familiarize yourself with the rules regarding messaging frequency, opt-out options, and data protection.

Example: “Hi [Recipient’s Name], you’re subscribed to receive updates from us. Msg freq may vary. Reply ‘STOP’ to unsubscribe. Terms & Privacy Policy: [Link].”

Timing: Consider the timing of your messages to maximize their impact. Avoid sending messages late at night or early in the morning, and take time zones into account if your audience is spread across different regions.

Example: “Good morning, [Recipient’s Name]! Don’t forget, our flash sale ends tonight at midnight. Shop now for up to 50% off selected items!”

Clear Call-to-Action (CTA): Include a clear and compelling call-to-action (CTA) in your messages to encourage recipients to take the desired action, such as visiting a website or making a purchase.

Example: “Limited time offer! Get a free gift with your next purchase. Visit our website [Link] and use code FREEGIFT at checkout. Hurry, offer ends soon!”

Engage Responsively: Be prepared to respond promptly to incoming messages. Use automated responses or chatbots to handle common queries, but be ready to escalate to human support if necessary.

Example: “Hi [Recipient’s Name], thanks for reaching out! One of our team members will get back to you shortly. In the meantime, is there anything else we can assist you with?”

Test and Iterate: Continuously test different messaging strategies to see what works best for your audience. Use A/B testing to compare different approaches and refine your messaging over time.

Example: “Hi [Recipient’s Name], we’re testing a new feature on our app! Try it out and let us know what you think. Your feedback helps us improve our service.”

Conclusion

In conclusion, business texting software can be a powerful tool for enhancing customer communication and driving engagement. By following these guidelines and selecting the right software for your needs, you can leverage the benefits of SMS marketing to grow your business and connect with your audience effectively.

By Louie Andre

B2B & SaaS market analyst and senior writer for FinancesOnline. He is most interested in project management solutions, believing all businesses are a work in progress. From pitch deck to exit strategy, he is no stranger to project business hiccups and essentials. He has been involved in a few internet startups including a digital route planner for a triple A affiliate. His advice to vendors and users alike? "Think of benefits, not features."