How to Use Text Messages for More Than Just Sales

With open rates around 98% and most text messages read within three minutes, SMS is too valuable a channel to reserve exclusively for promotional campaigns. The numbers tell a compelling story: the SMS marketing market has grown significantly, with 72% of U.S. digital retailers identifying SMS expansion as having the biggest impact on their business strategy.

Here’s how forward-thinking businesses are using text messages to create meaningful connections and deliver value that goes far beyond the next purchase.

Text messaging offers something email and social media can’t match: intimate, immediate communication that feels personal. Smart businesses use this to their advantage by treating SMS as a two-way conversation rather than a broadcast channel. The statistics support this approach: SMS has a response rate of 45%, compared to email’s 6%, making it a significantly more interactive channel.

These touchpoints show customers you’re thinking about them as people, not just revenue sources. According to research, 79% of consumers are more likely to make a purchase when they’re subscribed to SMS communications, demonstrating how relationship-building messages ultimately drive business results.

When you do eventually send a promotional message, it lands in a context of genuine relationship rather than constant selling. This approach not only increases engagement but also helps maintain low opt-out rates, with 81% of businesses reporting average opt-out rates under 5%.

Today’s customers expect instant support, and SMS delivers exactly that. According to recent industry research, texting has officially overtaken email and phone calls as the top way consumers want to contact customer service. Additionally, 60% of consumers want two-way texting with businesses to get questions answered, and 90% of customers consider an immediate response important when contacting a company with 60% expecting a response within 10 minutes or less.

Implementing text-based customer service allows you to resolve issues quickly, answer questions in real-time, and provide updates without forcing customers to navigate phone trees or wait for email responses. Research shows that businesses using SMS see a 20% reduction in customer service calls, giving teams more time to address complex customer needs.

Consider using SMS for order status updates, appointment confirmations, or shipping notifications. In fact, 67% of consumers want to receive SMS notifications about delivery updates, and 64% prefer getting order confirmation messages via text. These proactive messages reduce anxiety, prevent “where is my order?” inquiries, and demonstrate that you’re on top of things. When customers can text a question and get an immediate answer, you’re building trust.

Want to know what customers really think? Text them and ask. SMS surveys boast response rates that make email surveys look sluggish by comparison. According to multiple studies, SMS surveys generate response rates between 40-60%, compared to just 6-8% for email surveys. Industry research consistently shows that text message surveys dramatically outperform traditional feedback methods.

The key is keeping surveys short, mobile-friendly, and genuinely useful. Post-purchase feedback, Net Promoter Score questions, or quick satisfaction checks via text give you real-time insights into customer sentiment. With 90% of SMS messages read within three minutes of delivery, you can gather feedback while the experience is still fresh in your customers’ minds.

This data helps you identify issues before they escalate, understand what’s working, and make informed decisions about your business direction. The immediacy and high engagement of SMS surveys mean you’re getting more responses from more customers. Leading to better, more representative insights.

Position your brand as a helpful resource by sending educational content via SMS. Share tips, how-to guides, industry insights, or exclusive content that helps customers get more value from their purchases or simply improves their day.

A fitness center might send weekly workout tips. A garden center could share seasonal planting reminders. A restaurant might offer cooking techniques or ingredient spotlights. This content keeps your brand top-of-mind while providing genuine value that customers appreciate.

Text messaging creates a sense of insider access that other channels struggle to replicate. Use this to build a community around your brand by offering SMS subscribers exclusive content, early access to new products, or behind-the-scenes glimpses of your business. Research shows that 48% of customers prefer to receive texts from brands over any other kind of communication, making SMS the ideal channel for creating these VIP experiences.

When customers feel like they’re part of an exclusive group, they develop stronger emotional connections to your brand. This sense of belonging translates into loyalty that persists even when competitors offer lower prices. The proof is in the retention numbers: most SMS subscribers stay subscribed, with 81% of businesses reporting average opt-out rates under 5%, and 16% of businesses seeing opt-out rates under 1%.

Don’t forget that text messaging isn’t just for customers. Many businesses use SMS to improve internal operations: coordinating with remote teams, sending shift reminders to staff, or alerting employees to urgent situations.

This operational use of SMS can improve efficiency, reduce no-shows, and ensure critical information reaches the right people immediately.

Smart automation allows you to use text messages for various purposes without overwhelming your team. Set up automated welcome series for new subscribers, re-engagement campaigns for inactive customers, or triggered messages based on specific behaviors.

The key is making automated messages feel personal and valuable. Use customer data to personalize content, send messages at optimal times, and always provide an easy opt-out option.

The most successful SMS strategies recognize that text messaging works best as a dialogue. Encourage replies, ask questions, and respond when customers reach out. This conversational approach transforms SMS from another marketing channel into a genuine relationship-building tool.

When customers feel heard and valued through your text communications, they become more than buyers, they become advocates.

Text messaging is remarkably versatile, capable of supporting virtually every aspect of your customer relationship. The data speaks for itself: businesses generate an average of $71 for every $1 spent on SMS marketing, with some estimates showing returns between $21 and $41 for every dollar invested. This impressive ROI is about the cumulative value of every touchpoint, from customer service to feedback collection to relationship building.

By expanding your SMS strategy beyond sales messages, you create a richer, more valuable experience that strengthens loyalty, improves satisfaction, and ultimately drives better business results. With 84% of consumers now subscribed to business texts and 91% of customers wanting to receive text messages from businesses, the opportunity has never been greater.

The businesses winning with SMS are sending better messages. They understand that every text is an opportunity to deliver value, build connections, and demonstrate that they care about customers as people, not just transactions.

Start small. Choose one non-sales application of SMS that aligns with your business goals and customer needs. Test it, refine it, and watch how customers respond when you use this powerful channel to genuinely serve them rather than simply sell to them.