Texting Guide for Customer Feedback

Customer feedback texting works when messages are brief, respectful, and simple to respond to. Customers are more likely to share insights when the process feels conversational, not like a form. TextUs helps businesses collect real feedback at scale through timely and personal SMS outreach.

How TextUs Fits Customer Feedback Workflows

TextUs Campaigns can target customers from your CRM, support, or ticketing platform right after key interactions. You can attach PDFs or images like satisfaction scales, survey previews, or thank-you cards to make the experience clear.

Keywords such as RATE, REVIEW, or HELP can route replies into Sequences that send follow-up questions or links automatically.

Replies appear in the Shared Inbox, where customer success and support teams can triage responses and act fast. Integrations can sync messages and outcomes to your CRM or CSAT platform so sentiment and resolution are logged.

You can monitor deliveries, replies, and clicks, then export CSVs to measure response rate and satisfaction trends.

What to Set Up First

Connect your CRM, helpdesk, or customer success system so segments and feedback results can sync both ways. Register 10DLC numbers and keep opt-out handling active so STOP and UNSUBSCRIBE can process automatically. Align on the moment you will ask for feedback, such as after delivery, after ticket closure, or post-demo.

Create templates for key touchpoints such as post-purchase, post-support, renewal follow-up, and feature launches. Assign Shared Inbox coverage by time zone and customer tier so all replies can get attention quickly.

Build segments like Recent Purchasers, Ticket Closures Last 24 Hours, Renewals Completed, and Trial Users 7 Days In.

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 “Recent Purchasers.” This can make sure messages reach customers at the right time.
2. Write your message: Keep it short and conversational. Example: “Hi {{first_name}}, thanks for choosing [Brand]. Quick favor—how was your experience? Reply RATE and I’ll text a 1-minute feedback link.”
3. Attach media: Add a short thank-you image or survey preview if helpful. Visuals can make your message feel friendlier.
4. Set up an A/B test: Test tone, question phrasing, or timing to see which version drives more responses.
5. Schedule your campaign: Send feedback requests within 24 hours of the interaction for best results.
6. Create a keyword: Add a keyword such as RATE or REVIEW and reference it in your message. When someone replies, TextUs can recognize and respond automatically.
7. Link to a sequence: Connect the keyword to a two-step sequence. For example, “Step 1: Send survey link. Step 2: Send thank-you note or reminder.”
8. Send and monitor: Launch your campaign, track replies, and handle negative feedback quickly in the Shared Inbox.

Example sequence messages:

• Step 1 (auto-reply): “Thanks for taking a moment! Here’s your quick feedback link: [short URL].”
• Step 2 (reminder): “We’d still love your input on [Brand]. Your link is [short URL]. It only takes 30 seconds.”

Segmentation and Personalization Strategy

Segment customers based on lifecycle, purchase type, and interaction channel. Useful dimensions include support tier, order size, region, and agent. Exclude opt-outs, open tickets, and unresolved escalations to avoid poor timing.

Personalize with first name and one context field such as product, location, or service date. Example: “Hi {{first_name}}, how was your [Product] installation on [Date]?” Set fallbacks so every message looks polished.

Refresh segments daily for feedback tied to service interactions and weekly for general satisfaction surveys. Clean targeting can improve response rates and reduce frustration.

Template Library for Customer Feedback Scenarios

Keep a short set of approved templates for consistent outreach. Each one should ask for a single action.

• “Hi {{first_name}}, thanks for your order! How was everything? Reply RATE for a quick feedback link.”
• “Your support ticket has been closed. Was our help useful? Reply YES or NO to share your thoughts.”
• “We hope you’re enjoying [Product]. Would you recommend us? Reply REVIEW for a quick survey.”
• “Thanks for renewing! Can you rate your experience on a scale of 1–5? Reply RATE.”
• “Appreciate your business, {{first_name}}. Want to share a short comment? Reply FEEDBACK.”

Review the template performance monthly with compliance. Remove redundant phrasing, test new questions, and track which tones earn the best response rate.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks from TextUs weekly. Join the data with CRM or CSAT metrics such as satisfaction score, NPS, and follow-up completions. Keep campaign name, segment, keyword, and variant consistent for clean reporting.

Track reply-to-response and response-to-resolution rates. Measure how tone, timing, and length affect feedback participation. Publish a weekly summary that highlights positive feedback rate, average rating, and comment volume.

Turning Feedback Into Action

Use the Shared Inbox to identify themes and route issues fast. Tag negative comments with “Follow-Up” and positive ones with “Advocate” or “Testimonial.” Forward serious cases to success or product teams for resolution.

Share a weekly highlight with leadership that includes recurring praise and top concerns. Use the CSV export to combine TextUs replies with internal survey data so trends are easy to visualize.

Close the loop by thanking participants. A short thank-you message shows appreciation and reinforces engagement.

Managing Replies in the Shared Inbox

All feedback replies can appear in the Shared Inbox for full visibility across support, success, and marketing teams. The first responder assigns ownership so the customer always has a consistent contact. Templates can standardize thank-yous and follow-ups while keeping tone authentic.

Use tags like Positive, Negative, Escalate, or Product Insight to categorize replies. Add short notes when forwarding messages to other teams so context is preserved. Keep notifications active during business hours for fast responses.

Compliance and Deliverability for Customer Feedback

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

Avoid sending too soon or too often. One message per transaction or service interaction is enough. Keep attachments small, like a one-page thank-you or survey preview that opens quickly on mobile.

Send within standard business hours and limit reminders to one per cycle. Simple, respectful outreach keeps trust and engagement high.

FAQs About Texting Guide for Customer Feedback

Can I attach survey links or images to my messages?

Yes. TextUs allows PDFs, images, or GIFs in both campaigns and one-to-one conversations. Feedback teams often attach thank-you graphics or survey previews to make participation easier.

Can I automate follow-ups based on ratings?

Yes. You can connect Keywords and Sequences to handle feedback automatically. For example, a reply with RATE can trigger the survey link and a thank-you message after submission.

How do Keywords and Sequences help with survey completion?

When someone replies with a keyword like RATE or REVIEW, TextUs can enroll them in a Sequence. The first step can send the survey link, and the second can remind them if no response is received.

How does the Shared Inbox help handle negative feedback?

All replies appear in one shared view so support and success can coordinate. Templates can standardize escalation responses, while tags can help track which cases need follow-up.

What metrics should I track to measure feedback performance?

Track delivery, reply, and completion rates. Export TextUs data and combine it with NPS or CSAT metrics from your CRM. Weekly reporting can reveal satisfaction trends and areas for improvement.