When to send a message to customers?

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Talking to your customers, whether to thank them for a purchase, answer questions or start a contact, is a challenge for many business owners. Not only do they have to understand what to send, but also through which channel and when.

According to Zendesk, 54% of retail brands use instant messaging to communicate with their customers. The benefits are also numerous for customers who have a high level of satisfaction with service through this channel.

But how and when should you send these messages? In this article, we’ll explain everything with examples. If you have any questions about which channels to use, check out our content on SMS and email marketing .

Have customer authorization
You know that company that calls you every day, but you never guatemala mobile phone number gave them your contact information? That's the same feeling that receiving an unwanted message causes in your customer. That's why it's extremely important, especially because of the General Data Protection Law (LGPD) , to always have your consumers' authorization before sending any communication.

To collect these contacts and customer permissions, you can use CRMs (Customer Relationship Managers) to store the information identified at the time of purchase.

Send important content to your audience
If your campaign’s target audience is lost customers, it doesn’t make sense to send it to a consumer who made their last purchase yesterday. Always think about which messages are relevant to each customer according to their purchasing journey.

Instant messaging is not only used to solve problems and send offers, but also to announce and share news. Take advantage of the opportunity to be close and create moments of interaction with your audience.

Think about the shipping time
Receiving messages at 7am on a Saturday morning can be considered disrespectful by many customers. Think about this before sending any communication: does it make sense to send it now? If I send it on Monday, will it affect the message? If the answer is no, then leave it for later.

Now, if you sell artisanal bread and want to let your customers know about a new, hot batch (and if they agree to it), send it to them when it’s ready. Always remember to adapt our tips to your business model to increase your chances of success.

Unsubscribe when prompted
Also due to Brazilian legislation, it is mandatory to offer the option to unsubscribe from any content list. Therefore, whenever a customer asks to leave your contacts, do so as soon as possible.

In addition to being mandatory, unsubscribing is more effective than trying to send thousands of messages to an uninterested customer.

Create a space for exchange
Using any communication channel, be it email, SMS or WhatsApp, creates an expectation in the customer for a response and exchange. Therefore, keep this space open for consumers to respond and interact with the content received — as if they were speaking directly to you and not to a brand.

Questions, requests, opinions and many other responses can be sent and you must be prepared to respond to each one of them with care and attention. This makes a difference in building a relationship with your client .

When to send a message?
Registration and welcome
If your business has a CRM, your customer will probably have to fill out a registration form with information such as phone number and email address. With this information in hand, you can thank them for registering and welcome them to join your contact list.

Improve your service on social media
For example: "Luisa, I hope your first visit to Café Lisboa was as special for you as it was for us. From now on, you are part of the coffee shop's select list of exclusive customers and will receive news and content about coffee here. If you are not interested, just answer no.”

After-sales
Typically, post-sales messages focus on the delivery and receipt of a product or satisfaction surveys. However, you can take advantage of this moment to provide information about other products and services as well as to thank them for their purchase.

For example: “Thank you for your purchase, Maria. We hope you were satisfied with your order and, if you have any questions, just contact our team here. We have created content with tips for books similar to the one you purchased, take a look.”

Personalized messages
Take advantage of the fact that you have a CRM to get to know your customers better and personalize the messages you send — not only with the names of customers but also with information about their purchases. Don't just offer discounts and promotions , but use this moment to create purchase triggers.