Boost Customer Engagement: Tips for Professional Business Texting

When was the last time you ignored a text message? Chances are, not often. Texting is one of the most direct ways to communicate, which is why businesses are leaning into it. But while texting feels casual, professional business texting requires a thoughtful approach. So, how do you ensure your messages hit the mark without coming across as too stiff or overly familiar? 

Why Business Texting Works

Texting isn’t just a way to chat with friends—it’s a powerful tool for businesses. Think about it: texts are fast, personal, and almost always read. Studies show that SMS open rates can exceed 90%. Compare that to email, where even a 20% open rate can be considered good. Texting puts your message directly in front of customers, often within minutes.

Whether you're confirming an appointment, offering a promotion, or answering a question, sending texts from your business makes your communication immediate. But to really make an impact, your messages need to be professional, helpful, and respectful of your customer’s time.

Know Your Audience

Before you send a single text, think about who you’re texting. Are they long-time customers or new leads? Are you reaching out to answer a question or promote a service? Knowing your audience ensures your tone and content resonate.

For example, a younger demographic might appreciate emojis and casual language, while older professionals may prefer a more formal tone. That doesn’t mean you need to overthink every word, but tailoring your style shows you understand your customer.

Keep It Short and Relevant

Text messages are meant to be brief, so keep your message short and to the point. Customers don’t want to read a wall of text, especially on their phones. Aim for 1-2 sentences that clearly convey your message.

For example:

• “Your appointment is confirmed for Jan 20 at 3 PM. Reply YES to confirm or NO to reschedule.”
• “Exclusive offer! Get 20% off your next order. Use code SAVE20 by Jan 31.”

Every word should serve a purpose. If it doesn’t add value, leave it out.

Timing Matters

Nobody wants a text in the middle of the night. Sending your message at the wrong time can irritate customers and harm your brand’s reputation. Stick to normal business hours, and consider your audience’s time zone.

Timing also depends on the purpose of your message. For instance, a promotional text might perform best in the afternoon when customers are more likely to be scrolling their phones. On the other hand, appointment reminders should go out a day or two beforehand, with a follow-up on the same day if needed.

Personalize Your Messages

Nobody wants to feel like just another number. Adding a personal touch can make a huge difference. Use the customer’s name when possible, and refer to past interactions if relevant.

Here’s a simple example:

Instead of “Thanks for your order,” try “Thanks, Sarah! Your order is on its way and should arrive by Thursday.”

Personalization shows that you value the individual, not just the sale.

Be Professional, But Friendly

Striking the right tone can be tricky. You want to sound professional, but overly formal language can feel cold or robotic. On the flip side, being too casual can come across as unprofessional.

A good rule of thumb? Write as if you’re speaking to a respected colleague. Use polite, conversational language that’s easy to understand. Avoid slang, excessive emojis, or anything that could be misinterpreted.

Offer Value

If you’re texting customers, make sure your message benefits them. This could mean offering a discount, sharing useful information, or providing a reminder. Messages that feel one-sided or purely promotional can turn customers off.

For instance:

• “We’ve reserved your spot for the webinar! Here’s the link to join: [link]”
• “Reminder: Your annual service is due soon. Book now to avoid the rush!”

Texts like these show you’re prioritizing the customer’s needs, not just pushing sales.

Always Include a Call-to-Action

Every message should have a clear purpose, so don’t forget to guide your customer on what to do next. Whether it’s replying to confirm an appointment, clicking a link, or redeeming an offer, make your call-to-action (CTA) obvious.

Some examples:

• “Reply YES to confirm your booking.”
• “Click here to claim your discount: [link].”
• “Text HELP for assistance with your account.”

A strong CTA makes it easy for the customer to take the next step.

Respect Privacy and Consent

This one’s non-negotiable. Only text customers who have opted in to receive messages. Sending unsolicited texts isn’t just bad practice—it’s often illegal.

When collecting opt-ins, be clear about what customers can expect. For example, “Sign up for SMS alerts to get updates, exclusive offers, and reminders.”

Additionally, always provide an easy way for customers to opt out, such as: “Reply STOP to unsubscribe.” Respecting boundaries builds trust and keeps your communications compliant.

Monitor and Adjust

Your texting strategy shouldn’t be static. Pay attention to how customers respond to your messages. Are they clicking your links? Replying to prompts? Opting out?

Use these insights to refine your approach. For example, if engagement drops after sending promotional texts too often, scale back. If a particular message gets a great response, try replicating its tone or structure in future texts.

The Bottom Line

Texting has become an essential part of modern business communication, but it’s not just about sending messages—it’s about doing it well. By keeping your texts short, relevant, and customer-focused, you can build stronger connections and drive engagement.

So, the next time you’re crafting a business text, ask yourself: Does this message add value? Is it clear and timely? Am I respecting the customer’s preferences? With these questions in mind, you’ll be well on your way to making business texting a core strength in your communication strategy.