If you’re an administrator, you may find the need to create message templates for your campaigns, which are often the first point of interaction your team will have with their customers.
Message template structure
Let’s take a look at an everyday use case in the telecom business as an example: renewals. The basic structure is as follows:
"Hey {{customerName}}, this is {{SalesRepName}} at {{dealer}}. Your account has an upgrade available. Any device you were thinking about moving to?"
Which will look like this:
Hey David, this is Melissa at Acme Co. Your account has an upgrade available. Any device you were thinking about moving to?
Now let’s break this down:
The blue and yellow customizable fields are editable to allow you to personalize the message
Blue fields are auto-populated
Yellow fields must be edited with information relevant to the customer before sending it off.
Notice how it's short and sweet but effectively communicates who you are, your purpose for reaching out, and a call to action for the customer to reply
Tips for crafting the perfect message
Use a mix of these tips as you create different templates and messaging with customers to improve the quality of your conversations.
Introduce yourself: be informal to keep it casual; state your name & where you work.
Build rapport: remind them who you are and show an interest in learning more about them.
Check-in: ask how they’re doing
Inform: clearly communicate the reason for the contact
Have a call to action: always include a next step for the customer
Don’t make it sales-ey: avoid promotional statements or push selling tactics
Ask open-ended questions to develop the conversation
Avoid slang or abbreviations
Keep each message concise