Better Customer Messaging in 7 Steps

Improve your messaging game by following these pro tips!
Illustration of a person using a smartphone.

December 4, 2018

Written by Mason Mitchel

What we cover in this article

5 min read

  • How to adopt messaging
  • The right conversational tone for messaging
  • How to encourage customers to message with you

Better customer messaging starts here.

Are you a brand or business getting started with messaging? Incorporating this switch into your customer support or marketing strategy is not as easy as turning on a light. The channel has its own set of unwritten rules. In this article, we’ll share 7 tried-and-true steps to better customer messaging.

1. Better Customer Messaging Starts with Preparedness

Set everything up before you start messaging.  Prepare your Facebook page and optimize existing assets towards messaging. Learn more about that here.

Get Started with Airy Messenger

2. Adopt a Casual Tone

Messaging is not email. Keep that in mind. When you send a message to your customers via Airy Messenger, it will appear in between messages from their friends and closest acquaintances. That’s sacred territory, and if you come across as too aggressive or bold, you may not have messaging contacts for long.

So how do you that? Keep it cool and casual. It’s about how you say it. Talk to your customers in a friendly, upbeat tone. Don’t shy away from using emojis occasionally, and find that crucial balance between staying professional and business-appropriate, while remaining personal. Messaging is not a formal channel, don’t try to make it one.

It’s also a question of composition. Whereas emails tend to have several line breaks between the salutation and body of the text, messages usually don’t. In the majority of cases, one text block is ideal. If the message is longer, several blocks of text can be split up into individual messages.

7 Steps To Better Customer Messaging

3. Be Consistent

Having a consistent language across agents, departments, and use cases is extremely important. As mentioned earlier, the conversation between you and your customer will appear next to conversations from friends and family.

So, imagine your brand to be a person, and ask yourself: “What kind of person would my business be and how would they speak?” Once you’ve answered that question, you can formulate precise guidelines and rules on what words to use and how to address the customers you’re speaking to.

Airy provides  Saved Replies to simplify that process and make it easier for agents to adhere to your brand tone. Saved Replies save a lot of time and effort while providing overall better customer messaging.

4. Learn From and Adapt to Your Customers

As you know, every customer is different and not everyone likes to be treated the same way. That’s why we offer every Airy user a free Tagging Feature. It allows you to add pieces of information to every contact you’re in touch with. This helps in multiple ways. You can, for example, add a “VIP” tag to customers that provide a lot of value. If you’re a restauranteur, you can tag certain customers as “Vegan” in order to avoid sending them notifications about your Meat Lovers special. In the end, this helps to make your customer relationships even more personal.

Better Customer Messaging in 7 Steps

5. Keep Customer Messaging Brief and Simple

There is one major perk when it comes to messaging―brevity. Emails and long-form letters have traditionally been fairly lengthy in nature, but that’s not necessary with messaging.

When messaging with customers, we highly recommend being brief and to the point. As such, the choice of words also matters. Keep it simple and sweet. Your customers will be sure to appreciate the ease with which they can communicate with you.

6. Encourage Conversation

Far too often, discussion with customers is only initiated when there’s a problem. As a result, this tends to result in interactions that are tense and unpleasant until the issue has been resolved.

So, how can we break this cycle and encourage better customer relationships?  Don’t wait until there’s a problem to spark a conversation. From the moment someone messages you, foster continued dialogue by sending them highly-personalized marketing content. This will show that you actually value your customer relationships and frame your company in the best possible manner.

7. Provide Value and Be Visual

While you’re at it, go above and beyond encouraging conversation. Take advantage of all that messaging has to offer and share image-rich, engaging content. Just like two friends would. Airy Messenger makes messaging truly dynamic.  Whether you’re sending coupons, event invites, or something as simple as a GIF―there’s no better way for businesses to start meaningful, enjoyable conversations with their customers.

Better Customer Messaging in 7 Steps

You’re On Your Way to Better Customer Messaging

With the 7 steps outlined in this article, you’ll be well on your way to better customer messaging, while building more meaningful, personalized relationships with each potential buyer. Ready to implement your own customer messaging strategies? Get in touch with us.

This article was originally published on December 4th, 2018 and last updated on July 20th, 2020.

Share Email Facebook LinkedIn Twitter

Spread the word

Ask a question

Do you want to know more about this subject?
We are here to help.

Talk to Us

Get fresh articles

Your email

Discover Google's Business Messages with Airy

Learn More