Texting Guide for Customer Engagement

Customer engagement improves when messages are timely, simple, and actionable. Customers want quick answers, relevant offers, and clear paths to support. TextUs helps marketing, success, and support teams run short SMS conversations that can deepen relationships and increase lifetime value.

How TextUs Fits Customer Engagement Workflows

TextUs Campaigns can reach precise customer segments from your CRM, subscription system, or data warehouse. You can attach PDFs or images like product one-pagers, how-to cards, coupons, or event flyers so customers can act without opening email.

Keywords such as HELP, INFO, RENEW, or YES can route replies into Sequences that confirm intent and can send links or next steps automatically.

Replies appear in the Shared Inbox, where marketing, success, and support can assign owners and answer with templates. Integrations can sync messages and outcomes to your system of record so history stays complete.

Inside TextUs, you can see deliveries, replies, and clicks, then export CSVs to connect engagement with orders, renewals, or CSAT.

What to Set Up First

Connect your CRM or customer platform so lists, attributes, and conversations can sync in both directions. Register 10DLC numbers and keep opt-out handling active so STOP and UNSUBSCRIBE can process automatically. Align teams on approved topics, quiet hours, and file types you can attach.

Create templates for high-volume touchpoints. Useful sets include onboarding tips, usage nudges, win-back offers, renewal reminders, and support triage. Assign Shared Inbox coverage by team and hours so someone can own replies in each region.

Build segments that map to lifecycle and value. Examples include New Customers 0-30 Days, Active Users With Low Feature Adoption, VIPs, At-Risk Accounts, and Renewals in 30 Days. Focused lists can keep each first touch relevant.

How to Create an SMS Campaign With TextUs

1. Choose your audience: Open Campaigns in TextUs and select a segment from your CRM, such as “Active Users With Low Adoption.” This can make sure your message reaches the right customers.
2. Write your message: Keep it short and specific. Example: “Hi {{first_name}}, want a quick tip to get more from [Product]? Reply INFO and I can text a 2-minute guide.”
3. Attach media: Add a PDF or image when helpful, such as a quick start card or offer a one-pager. Attachments can help customers see value fast.
4. Set up an A/B test: Create a second version that changes one element, like the opener or the call to action. You can compare reply or click rates to keep the winner.
5. Schedule your campaign: Send during local business hours when customers can reply. You can set a recurrence for weekly tips or monthly account health checks.
6. Create a keyword: Add a keyword such as INFO, HELP, or RENEW and reference it in your message. When a customer replies with that word, TextUs can recognize it automatically.
7. Link to a sequence: Connect the keyword to a two-step sequence. For example, “Step 1: Send the guide or booking link. Step 2: Follow up after 24 hours if there is no response.”
8. Send and monitor: Launch your campaign, track replies, and handle questions quickly in the Shared Inbox.

Example sequence messages:

• Step 1 (auto-reply): “Thanks for your interest. Here is your quick guide: [short URL]. Reply HELP if you want a tip for your specific use.”
• Step 2 (reminder): “Checking in on the guide. Want me to text a one-page checklist next?”

Segmentation and Personalization Strategy

Segment by lifecycle, behavior, and value so each text can drive one action. Useful dimensions include tenure, plan tier, recent activity, last order date, and support status. Exclude opt-outs and contacts who have already completed the step you want.

Personalize lightly with first name and one safe context field such as product, plan, or location. Example: “Hi {{first_name}}, your [Plan] benefits include [Feature]. Reply YES if you want a quick walkthrough link.” Set fallbacks for missing fields so no message can look broken.

Refresh segments daily for onboarding, activation, and support follow-ups. Weekly refresh can work for education programs and loyalty offers. Clean data can protect deliverability and raise reply rates.

Template Library for Customer Engagement Scenarios

Keep a compact library your team can send without rewriting. One goal per message, one action, and mobile-friendly phrasing.

• “Hi {{first_name}}, welcome to [Product]. Want a 2-minute setup card that gets you to [Outcome]? Reply INFO.”
• “Quick usage tip for [Feature]. Reply GUIDE for a one-pager you can save.”
• “We noticed you have not used [Feature] this month. Want a quick checklist? Reply YES.”
• “Your renewal is on [Date]. Want options or a usage review? Reply RENEW.”
• “Thanks for your recent order. Want delivery updates by text next time? Reply UPDATES.”

Review the template performance monthly with compliance. You can retire low performers, keep notes on tone and timing, and attach only what can remove friction.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks from TextUs weekly. Join that data with CRM or analytics fields such as orders completed, features activated, tickets deflected, renewals closed, and NPS submitted. Preserve campaign name, segment, keyword, and variant so you can run cohort analysis.

Track reply-to-click and click-to-outcome rates by segment and program. Include attachment usage so you can see whether guides, coupons, or checklists improve conversion. Keep a short change log with send time and copy decisions to make learning repeatable.

Publish a one-page summary. Show delivery rate, reply rate, outcome rate, and top-performing opener. Add two insights on timing and targeting so teams can repeat what works.

Lifecycle Programs: Onboarding, Activation, and Retention

Onboarding programs can focus on fast first value. Send one setup tip after signup, a checklist on day 3, and a short “need help” prompt at day 7. Each touch can offer a keyword that returns a one-pager so customers can act quickly.

Activation can target features that correlate with retention. Segment customers who have not completed a key action and send a simple prompt with an INFO keyword. Follow with a reminder that includes a short video or PDF.

Retention can combine renewal prompts with health checks. Invite customers to a quick review two to four weeks before renewal. A reply with RENEW can trigger a link to options, while a second step can check for questions.

Community, Offers, and Feedback Programs

Community can strengthen engagement between purchases. Invite customers to events, groups, or newsletters with an RSVP or JOIN keyword. Simple confirmations can keep lists clean and interest high.

Offer programs can stay personal instead of being broadcast. Send targeted perks to VIPs or at-risk accounts with a short expiration window. One coupon image or a single-page offer sheet can reduce decision time.

Feedback can close the loop after key moments. Send links to brief surveys and follow with a thank you. Tag responses in the Shared Inbox so product and support can see themes.

Managing Replies in the Shared Inbox

All replies can appear in the Shared Inbox so teams can see the full context. The first responder can assign the thread to themselves so the customer has one point of contact. Templates can standardize answers, while one personal line can maintain brand voice.

Use tags like Onboarding, Feature, Renewal, Offer, and Support to organize threads. Add a short note before forwarding to success or support so the context can stay intact. If someone goes quiet, you can move them into a short re-engagement Sequence with one clear option.

Keep notifications on during local business hours. Fast replies can improve satisfaction and reduce ticket volume.

Compliance and Deliverability for Customer Engagement

Use registered 10DLC numbers for all business messaging. Keep opt-out handling on so STOP and UNSUBSCRIBE can process automatically. Include a short line in the first message such as “Reply STOP to opt out.”

Avoid spam triggers by limiting links, punctuation, and all caps. Do not include sensitive personal or payment data in SMS. Use secure links for account changes, invoices, and portals.

Keep attachments lightweight and relevant so files can open quickly on mobile. Send during local hours and match cadence to lifecycle so messages can feel helpful.

FAQs About Texting Guide for Customer Engagement

Can I attach guides or coupons to my texts?

Yes. TextUs allows PDFs, images, or GIFs in both campaigns and one-to-one conversations. Customer teams often attach quick start cards, one-page guides, and coupons so customers can act without switching channels.

Can I automate onboarding tips or renewal reminders?

Yes. You can schedule and repeat campaigns or connect Keywords and Sequences to automate these flows. Many teams run weekly onboarding tips and renewal checks where replies can trigger links instantly.

How do Keywords and Sequences improve engagement quality?

When customers reply with a keyword like INFO, YES, or RENEW, TextUs can enroll them in a Sequence. The first step can send the exact link or asset, and a later step can check back if there is no response.

How does the Shared Inbox help marketing, success, and support collaborate?

All replies appear in one shared view so teams can assign owners, tag threads, and use templates for consistent answers. Notes can travel with the conversation so handoffs can stay smooth.

What metrics should I track to prove impact?

Start with delivery, reply, and click rates. Export TextUs data and connect it to outcomes like activations, orders, renewals, and CSAT. Weekly reviews can show which segments and messages can drive the strongest results.