Transactional messages are essential to running a business; however, they often come across as cold and impersonal, lacking the human touch that creates long-term customer relationships.
Adding a human touch into transactional business texts transforms these interactions from mundane exchanges into meaningful connections.
In this blog post, we’ll explore simple yet effective ways to humanize your transactional business text messages to create a more engaging and relatable experience for your recipients.
What are Transactional Messages?
Transactional messages are business-critical communications that share non-promotional information. Often these messages are automated.
Here are a few examples of common types of transactional messages:
- Appointment reminders and confirmations
- Appointment follow-ups
- Billing notifications
- Invoice reminders
- Event registration confirmation
- Order updates
- Shipping notifications
- Review Requests
How to Humanize Transactional Messages
1. Address the Recipient by Name
Like in face-to-face interactions, a greeting sets the tone for a positive conversation.
Begin your text message with a friendly “Hey,” “Hi,” or “Good morning/afternoon/evening”, followed by the recipient’s name. This simple opening acknowledges the recipient and quickly adds a human element to the message.
2. Personalize the Content
Personalizing the content in your message brings a human touch to otherwise generic transactional messages.
Whenever possible, include personal details such as the recipient’s name and reference relevant details such as their most recent purchase or any specific information that increases the message’s relevance. This type of personalization shows that you genuinely care about your customers and are attentive to their needs.
Example: Hi [First Name]! Thanks for shopping with us. Your order of [product] is on its way and should arrive by Friday. Track your order here: (link)
3. Use Conversational Language
Use contractions, emojis, and informal expressions (of course, how informal or formal you are depends on your business) to mirror how you communicate in everyday conversations. Write your messages in a way that feels like you’re talking to a friend rather than a faceless customer.
Doing this helps your recipients feel like they’re having a genuine conversation with a real person rather than receiving an automated message.
Example: Hi [First Name], Heard you had a great morning at the gym! All we need you to do is add your card to your account. After you do that, let me know and I can process your membership!
4. Add Your Brand’s Personality
Adding a touch of personality to your messages helps establish a genuine connection with the recipient.
Incorporate your brand’s voice and values and let it shine through your texts. Feel free to add a little bit of humor when appropriate. People enjoy engaging with messages that feel like a real person wrote them.
5. Show Empathy and Understanding
Even though transactional messages often convey important information or updates, they can still be delivered with empathy. Acknowledge the recipient’s situation or potential concerns and frustrations and provide reassurance or understanding.
Showing empathy in your text messages shows that you value your customers’ experiences and are willing to go the extra mile to make things right.
For example, instead of saying, “Your order has been delayed,” say, “We apologize for the delay in your order. We understand how frustrating this can be and we are working hard to resolve the issue.” Doing this makes messages sound more personal and tailored specifically to them.
Example: Hi [First Name], We’re sorry for the delay in your package. We’re actively working with the courier to get it to you as soon as possible. Thanks for your patience.
6. Keep Messages Clear and Concise
While injecting personality into your text messages is important, making sure that the information you provide is clear and concise is equally important.
Avoid lengthy paragraphs or excessive information that may confuse or overwhelm the recipient. Instead, break down the content into short, digestible chunks that are easy to read and understand. Clearly state the purpose of the message and provide essential details and instructions.
Example: Hi [First Name], your appointment with [Dr. Name] is confirmed for (date) at (time). Please remember to bring your insurance card and arrive 10 minutes early.
7. Encourage Two-Way Communication
Don’t treat all transactional text messages as a one-way street. When appropriate, encourage recipients to ask questions, provide feedback, or seek clarification.
Make sure you quickly respond to messages to show that a person is on the other end, not a bot. This helps build relationships with your customers and brand loyalty.
Build Lasting Relationships
Behind every transaction is a person, and by humanizing your messages, you’re nurturing relationships that’ll benefit your business in the long run.
Start sending text messages with Skipio. Skipio is a text messaging platform that helps businesses like yours consistently engage leads and keep customers. Take a 5-minute tour of Skipio to see how you can get started.