Blog Post

How SMS for Utility Providers Increases Customer Engagement and Loyalty

text messaging for utilities

With the current expectation for on-demand services, precision & punctuality is a top priority for businesses. For the home service industry, ‘time is money’ is not just a motivating phrase—it’s a business model. SMS for utility providers can be the perfect partner in streamlining operations and enhancing customer service. If your business provides home solutions such as plumbing or HVAC, then it’s time to tune in to how text messaging for utilities can increase customer engagement and loyalty.

With over 90% of text messages being opened within three minutes, it’s obvious that SMS has an unmatched ability to engage. It’s time for home service professionals to start communicating with their customers and optimize the workflows that define their industry.


sms for utilities

The Perks of Text Messaging for Utilities

Instant Communication

When your customer suddenly finds themselves in hot water, literally if we’re talking about their water heater, there’s an urgency in service requests that can only be met with immediate responses. There’s no more time for email confirmations or getting lost in phone queues; an HVAC SMS can launch a concise and effective conversation that creates stress relief for customers within seconds.

Appointment Reminders

In a time where multitasking is a lifestyle and calendars are stacked, appointment reminders are less of a luxury and more of a necessity. SMS for utility providers ensures that your client is not just reminded but is ready to welcome your technician at the door. With a text to jog the customer’s memory, businesses can experience a decrease in no-shows, saving them both valuable time and revenue that would have otherwise been lost to an empty appointment slot.

Two-Way Conversations

By allowing customers to respond directly to service confirmations or to ask follow-up questions, a new dynamic is established: one that is efficient, respectful of time, and instrumental to building customer loyalty. Two-way text messaging serves as a non-intrusive platform for customers to share their experiences and feedback, creating a continuous cycle that helps foster a more robust service model.

Automation and Scheduling

The routine of home service maintenance is a well-oiled machine until it’s not. Automated text messaging handles your team’s routine tasks that ensure none of the cogs or gears slip out of sync. Automation enables service providers to send out reminders for regular maintenance, schedule service visits, and even follow up without manual intervention, ensuring that the customer’s home is always running optimally.


Best Practices for Building Genuine Relationships

Using a personal touch in your home services SMS strategy can significantly strengthen the bond with your customers.

Offering Exclusive Discounts and Loyalty Rewards

Loyalty rewards and exclusive discounts communicated via SMS can be a powerful tool in maintaining and elevating customer relationships. Tailoring these offers based on the customer’s history with your service not only demonstrates that you value their business but also motivates them to use your business in the future.

“Hi Alex, as a thank you for being our loyal customer, reply PROMO to receive a 20% off code for your next service!”

Proactive Maintenance Tips and Reminders

Sending out proactive maintenance tips and timely reminders about upcoming services can go a long way in establishing your brand as a thoughtful leader. This approach educates the customer and helps them avoid potential issues, reinforcing the relationship and trust you build with them.

“Hannah, regularly checking your HVAC filters can increase efficiency. Just a friendly reminder that we’re here to help with your upcoming seasonal tune-up! Reply CALENDAR to schedule your appointment.”

Encouraging Referrals Through SMS Campaigns

Word-of-mouth remains one of the most powerful marketing tools. Encouraging customers to refer your services using SMS campaigns can amplify your reach and credibility. Offering incentives for every successful referral acknowledges your customer’s effort and contribution to your business growth.

“Love our service? Refer a friend and you both get a 15% discount on your next service. Sharing is caring!”


The bottom line is if you’re in the business of home services, your next message to your customer should be through SMS. It’s not just about being modern; it’s about being there when your customer needs you, with the technology to back up your commitment to creating a seamless home service experience.

Connect with us to start using text messaging for your business today!

State of SMS Engagement 2024

Looking to increase engagement with your candidates, prospects, and customers in 2024? Look no further! We conducted a survey paired with usage data to figure out which communication channels are most effective for which industry and size. Discover all of the tips about business communication and download our free report today!

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