Texting Guide for Customer Retention

Retention relies on consistent communication, trust, and timely reminders. Customers who feel seen and supported are more likely to renew, repurchase, or upgrade. TextUs helps marketing, account management, and customer success teams send simple, data-driven SMS that can keep customers engaged long after the initial sale.

How TextUs Fits Customer Retention Workflows

TextUs Campaigns can reach renewal and re-engagement lists from your CRM or subscription platform with concise, personalized messages. You can attach PDFs or images like renewal options, loyalty offers, or product update sheets so customers can see value instantly.

Keywords such as RENEW, OFFER, or HELP can route replies into short Sequences that confirm intent and can send the next step automatically.

Replies appear in the Shared Inbox where retention and success teams can assign owners, respond with templates, and track feedback. Integrations can sync conversations and outcomes to your system of record so reporting stays accurate.

Inside TextUs, you can review deliveries, replies, and clicks, then export CSVs to connect messaging with renewals, upgrades, and churn prevention.

What to Set Up First

Connect your CRM or subscription platform so customer records and renewal segments can sync both ways. Register 10DLC numbers and keep opt-out handling active so STOP and UNSUBSCRIBE can process automatically. Align messaging with brand, compliance, and incentive guidelines before launching.

Create templates for key retention moments, including renewal reminders, upgrade prompts, feedback requests, and lapsed reactivation offers. Assign Shared Inbox coverage by team and hours so replies can get quick attention.

Build focused segments such as Renewals in 30 Days, Expired Last 14 Days, High-Value Accounts, and At-Risk Customers. Smaller lists can allow for personalization and better targeting.

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 “Renewals in 30 Days.” This can make sure your message reaches the right customers.
2. Write your message: Keep it short and personal. Example: “Hi {{first_name}}, your [Plan] renews on [Date]. Want to review options or apply your loyalty discount? Reply RENEW.”
3. Attach media: Add a renewal flyer, loyalty coupon, or plan comparison chart. Attachments can help customers see benefits quickly.
4. Set up an A/B test: Create a second version that changes the tone or incentive. You can compare which version drives more replies or renewals.
5. Schedule your campaign: Send 30 days before renewal, 7 days before, and 3 days after expiration if unpaid. Space touches to avoid fatigue.
6. Create a keyword: Add a keyword such as RENEW or OFFER and reference it in your message. When a customer replies with that word, TextUs can respond automatically.
7. Link to a sequence: Connect the keyword to a two-step sequence. Example: “Step 1: Send renewal link or incentive code. Step 2: Follow up after 48 hours if no reply.”
8. Send and monitor: Launch your campaign, track replies, and manage conversations directly from the Shared Inbox.

Example sequence messages:

• Step 1 (auto-reply): “Thanks for renewing! Here’s your confirmation and loyalty bonus link: [short URL].”
• Step 2 (reminder): “Hi {{first_name}}, your renewal link is still open: [short URL]. Want me to extend your discount?”

Segmentation and Personalization Strategy

Segment by renewal date, plan type, and churn risk so every message feels timely. Examples include 30 Days to Expiry, Downgraded Accounts, Inactive Last 60 Days, and VIP Renewals. Exclude customers who have already renewed or opted out.

Personalize messages with first name and one contextual field like plan, usage level, or loyalty tier. Example: “Hi {{first_name}}, your [Gold Plan] includes [Feature] at renewal. Want to keep it active?” Set fallbacks to prevent broken fields.

Refresh segments daily during renewal periods and weekly for long-term retention programs. Clean segments can keep deliverability high and avoid overlapping messages.

Template Library for Customer Retention Scenarios

Keep a small set of reusable templates for core retention workflows. One goal per message, one clear action.

• “Hi {{first_name}}, your [Plan] renews on [Date]. Reply RENEW to confirm or HELP for upgrade options.”
• “We appreciate your loyalty. Want to lock in your current rate before renewal? Reply YES.”
• “Hi {{first_name}}, your account expired on [Date]. Reactivate today and keep your discount—reply REACTIVATE.”
• “We’d love your feedback before renewal. Reply SURVEY and I’ll text you a short form.”
• “Your loyalty bonus is ready. Reply CLAIM for your offer link.”

Review the template performance monthly with compliance. Retire low performers and test new openers or incentives to improve engagement.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks from TextUs each week. Join that data with CRM metrics like renewals completed, reactivations won, upgrades accepted, and churn prevented. Preserve campaign name, keyword, and segment data for accurate tracking.

Measure reply-to-renewal and click-to-upgrade rates by segment. Include incentive and send-time variables in the analysis. Publish a one-page summary showing delivery rate, reply rate, and renewal percentage by cohort.

Loyalty, Reactivation, and Feedback Programs

Loyalty programs can reward long-term customers with exclusive access or early renewal discounts. Send personalized texts near milestones. Example: “Hi {{first_name}}, thank you for 2 years with [Brand]. Want a loyalty rate for renewal?”

Reactivation can target expired or inactive customers. A single prompt with a clear discount or quick path to reactivate can bring back lost users. Example: “Hi {{first_name}}, you can restart your [Service] anytime—reply RESTART for your link.”

Feedback can help prevent future churn. After each renewal cycle, send a short survey link and follow up personally with low scorers. Use those responses to refine messaging.

Managing Replies in the Shared Inbox

All replies can appear in the Shared Inbox so teams can see full context and history. The first responder can assign the thread to themselves so customers get consistent communication. Templates can make replies quick while still personal.

Use tags like Renewal, Offer, Feedback, and Reactivation to organize threads. Add short notes before forwarding to account managers or support, so context can stay intact. If someone doesn’t reply, you can move them into a brief re-engagement Sequence with one clear prompt.

Keep notifications on during local business hours. Fast replies can increase renewal rates and customer satisfaction.

Compliance and Deliverability for Customer Retention

Use registered 10DLC numbers for all retention messages. Keep opt-out handling on so STOP and UNSUBSCRIBE can process automatically. Include “Reply STOP to opt out” in your first message.

Avoid spam triggers by keeping formatting clean and links minimal. Do not send payment details by text; use secure links for transactions.

Keep attachments small and relevant, such as loyalty flyers, plan comparisons, or confirmation PDFs. Send during local hours and match frequency to renewal cycles so your texts can stay welcome.

FAQs About Texting Guide for Customer Retention

Can I attach renewal offers or plan comparisons to my texts?

Yes. TextUs supports PDFs, images, and GIFs in both campaigns and one-to-one conversations. Retention teams often attach renewal offers, plan comparison charts, and loyalty discounts so customers can see options quickly.

Can I automate renewal reminders and follow-ups?

Yes. You can schedule and repeat campaigns or connect Keywords and Sequences to automate these steps. A reply with RENEW or OFFER can trigger automatic responses that can speed up renewals.

How do Keywords and Sequences help retain customers?

When customers reply with a keyword like RENEW, OFFER, or HELP, TextUs can enroll them in a Sequence. The first step can deliver a renewal link or discount, and the second can follow up later if they haven’t replied.

How does the Shared Inbox help retention teams?

All replies appear in one shared view so marketing, success, and billing teams can stay aligned. You can assign owners, tag threads, and use templates for consistent tone and follow-up.

What metrics should I track to measure retention success?

Track delivery, reply, and renewal rates. Export TextUs data and combine it with CRM churn and upgrade metrics. Weekly reviews can help you see which campaigns and incentives can keep customers longer.