How to use SMS for customer onboarding

Get customers onboarded in minutes – and create a great first impression that lasts using SMS

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Simplify onboarding

SMS messaging is a direct, low-friction way of onboarding customers – no  app downloads, registration forms, or password recall required.

Accelerate the process

SMS lets you begin conversations with customers then lead them step-by-step through your processes without hitches – speeding up their path to value.

Save budget

Building a bespoke onboarding app or portal is time-consuming and expensive – you need to purchase new software or build it yourself. SMS is a more cost-effective option.

Tie the journey together

SMS can be applied at almost every stage of the onboarding process and can tie touchpoints together. For example, you could start with a greeting message, guide them to a product walkthrough and then follow up with a feature callout.

Automate customer service

SMS can handle a huge range of customer queries and requests automatically. For example, it allows customers to book or rebook engineering appointments, choose the right subscription package and even set and cancel direct debits.

Send. Track. Adapt.

No customer onboarding process is perfect the first time around. You’ll need to keep a close eye on key metrics and make changes accordingly. Look out for friction points and low response and open rates.

Improved customer retention

According to Hubspot, there are two main reasons why customers churn. Either they don’t understand your product or they don’t obtain any value from it. You can address both of these issues with SMS reminders.

Make a good first impression

Your first interaction with a customer will set the tone of your relationship so it’s essential you get it right. Be conversational, helpful and brief. Consider including an incentive – such as a discount or free training – to capture their attention and draw them into a conversation.

Integrate other channels

SMS is perfect for triggering and maintaining conversations with customers but it shouldn’t be used for every single customer message. Use email for longer, less-urgent messages.

Don’t forget to capture feedback

Customer engagement tends to be high during the early stages of the customer lifecycle so take this opportunity to capture feedback. Use SMS to ask one-off questions on link through to longer questionnaires. Check out our SMS surveys page to learn more.


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