When to use SMS

SMS is an excellent tool to re-engage with customers who may have forgotten about your offer or not visited in a significant period of time. SMS commands attention, it can reach customers who may not respond to other forms of marketing.

Including SMS in your automated communication strategy is a great way to get maximum reach and get your message read.

Here are just 2 examples:

1. SMS a voucher reminder
Humans by nature are forgetful. You customer may have had every intention to claim their free drink or discount on their next visit but life got in the way.

When creating a voucher you have the option to send a ‘Voucher reminder’. Sending a voucher reminder via SMS can help maximise redemptions and bring customers in.

2. Re-engage with lost customers
Do you know that over 50% of your customers don’t return for a second visit? SMS has a far deeper reach than any other marketing tool, which makes it the perfect tool to re-engage with customers who may not have visited your business for a while.

Want to know more? Watch our short video and see how easy it is to create and send SMS with TalkBox here.

Talk to us today about how you can use TalkBox to get your customers back in and drive business. hello@impactdata.com.au

Locked down again?

Here’s what you can do to keep business moving.

Keep your customers informed and update them on your business operations. Staying top of mind benefits your business now, and when you reopen. Regular email and SMS communications can help keep customers engaged and your business moving.

  • Provide reassurance of COVID-19 safety measures
    Highlight what your business is doing to keep customers safe. This might seem obvious, but if you don’t tell customers what you’re doing they may go elsewhere.
  • Opening and closing times
    If your opening hours have changed due to restrictions, let your customers know and do it quickly. You don’t want customers to feel disappointed if they visit you and you are closed. An SMS will help your message reach every customer.
  • Menu update
    Do you have a great selection of heat-and-eat meals designed to enjoy at home? Promote your new menu and include a promotion to entice customers to try it. Send an SMS just before dinner time to get their attention.
  • Promote takeaway and delivery
    Remind your customers regularly about your takeaway and delivery offering with SMS. Include a promotion with limited validity to entice customers to respond to your call to action. Read how successful this strategy was for Italian eatery, Amore.
  • Booking tables
    Social distancing may mean you have reduced capacity. Remind your customers to book a table to avoid disappointment. Connect your booking platform with TalkBox so you can stay connected after their visit and invite them back.

Have you signed up for VisitSafe?
VisitSafe is a free contactless tool to record customer visits for Covid-19 contact tracing. Sign up here.

Happy hour vouchers in TalkBox to help boost sales

Vouchers have proved to be an excellent way to give your customers another reason to visit you. In TalkBox, you can limit the validity of your vouchers to certain days to ensure you don’t give away anything when you don’t need to.

Create a voucher with limited validity to:

  • Promote your in-house happy hours
  • Boost sales during slow periods
  • Bring in customers before the big game
  • Reward your best customers with special limited-time discounts or vouchers.

Create, send and redeem your happy hour voucher entirely within TalkBox. Why not try and recover some customers who you haven’t see in a while with SMS. Sending a happy hour voucher close to the time it is valid can help drive customers back in to take advantage of the offer. ​ You can add a voucher when creating the SMS in TalkBox.

No voucher scanners? No problem!

The TalkBox voucher scanning app is downloadable from Apple App Store or Google Play. Simply download the app to any internet-enabled smartphone and scan TalkBox vouchers direct from a customer’s smartphone making the entire process contactless.

Why use SMS marketing?

Did you know that the average person checks their phone approximately 86 times a day? Using SMS marketing to promote your business offers a huge opportunity to get direct and instant contact with your customers.   

Customers don’t apply the same level of filtering to SMS than they do to other forms of marketing, with a significantly higher level of engagement compared to social media. The short and direct nature of SMS marketing makes it the perfect way to get the attention of distracted customers with busy lives who might be thinking about lunch or dinner just as they receive your SMS. 

Here are just a few reasons to use SMS:

  • Remind customers about your business –  When they aren’t in your business, it’s likely they are not thinking about you and can easily be attracted to a competitor. SMS regular reminders and include a link to your menu or opening hours to bring them back.
  • Get a second visit – Send an SMS with an irresistible promotion to customers who haven’t visited your business in a while.
  • Boost a quiet period – Are Tuesdays a bit slow? Sending an SMS at the right time, such as just before lunch, can help drive sales. Include a voucher for a discount to entice customers even further.  

Need some inspiration?

Visit our SMS example library here. 

Bring back more customers with TalkBox vouchers

Did your customers take advantage of the Eat Out to Help Out Scheme? You might have noticed how much your customers love a discount or promotion. Why not reward them and keep business moving by sending an SMS or email with a TalkBox voucher.

A voucher can be inserted into an email with the drag and drop editor or added to an SMS by selecting ‘add promotion’ in the SMS editor.

TalkBox vouchers can help to:
Boost business during a quiet period such as mid-week lunch.
Bring back lost customers with a free drink voucher.
Introduce new customers to your business with 2-4-1 vouchers.
Promote happy hours with limited validity vouchers.

No Voucher scanners? No Problem!
The TalkBox voucher scanning app is downloadable from Apple App Store or Google Play. Simply download the app to any internet-enabled smartphone and scan TalkBox vouchers direct from a customer’s smartphone making the entire process contactless.

Make every customer count

Restrictions are finally beginning to ease and we can start to welcome patrons back into our venues.  With limitations on capacity and adhering to strict social distancing rules, your business may not be at full speed for some time. However, when the time comes and business is back to usual a few simple changes now will set you up for success. Impact Data has put together some tips to help you re-open. 

Make every customer count
Re-opening with limited capacity might mean you have to work smarter to ensure you make the most out of every customer. Capturing their contact details now means you can re-market to them and get them back in using clever communications sent inTalkBox via email or SMS.

  • reservation system will enable you to obtain contact details and control your sitting numbers.  If you have a booking platform such as Now Book ItQuandoo or The Fork, contact us so that we can connect it to your TalkBox account.  Capturing their contact information will enable you to use that valuable information to encourage another visit and gather customer feedback and reviews.
  • Guest WiFi is an easy way to capture the details of your customers that may have not made a booking. Use their visitation data to get them back in and turn them into loyal customers. Want to know more?  Check out our Impact Data Partner chat with WiFi expert Troy Coker.

Making the most of your space

Now that you have the means to capture customer details here’s how can you use TalkBox to help drive your revenue.

  • Let your customers know you are open for business.  If you haven’t added new customers from your Takeaway or online ordering partner to TalkBox, talk to us about how we might be able to help.
  • Prioritise your best customers – send them an SMS message to make them feel special and invite them to make a booking or be added to your priority list for when re-open.
  • Send all new customers a welcome email, maybe include a voucher to use on their next visit? Read about how to make a great first impression here.
  • Still offering takeaway? Send an SMS during usually quiet periods to give your sales a boost.

Re-opening your business, with help from our partner, Social Distancing Signs

Create a better reopening experience with Impact Data and Social Distancing Signs, our fellow Melbourne based business.  Social Distancing Signs, created to be compliant in a way that makes customers feel welcomed and safe.

An essential part of a re-opening strategy is ensuring that customers can see the changes you have made to make them feel safe.  The ‘theatre of cleaning’ and the list of changes businesses have made such as sanitiser stations and staff wearing masks has been the subject of many member emails.  This helps members and customers understand that the venue prioritises their safety, and communicating this has helped business get customers back through their doors.  

Stylish and branded signage in your premises plays an important role in staying compliant and communicating the new rules to your customers.

Think about things like:

  • Adding your branding to social distancing floor graphics.
  • Adding your Visitsafe.at QR Code to your signage around the venue so customers can easily check-in. 
  • Show off your new signage in your customer communications and on your website. This will help customers know what to expect when they come into your venue

A new range of floor graphics, pull up banners, posters or even flyers for your venue, will ensure customers are reminded to keep socially distant and adhere to the latest guidelines. There are a wide range of Government and generic Covid graphics to choose from, or the design team can also create customised graphics upon request.

The team at Social Distancing Signs have invested in a range of state-of-the-art printers that produce images that deliver unsurpassed quality of colour and finish. Taking great pride in  customer service and quality of work, they are the preferred supplier to many of Melbourne’s best known pubs and clubs. They are supplying flyers to large format posters, printed in their Melbourne factory to ensure speed and quality.

Talk to Social Distancing Signs about how they can help your business with its reopening plans

 (03) 9889 8186.www.socialdistancingsigns.com.au

Want to know what your customers really think?

Net Promoter Score (NPS) is a benchmark used to measure customer loyalty and satisfaction from an interaction with your business. It asks customers not to score the business, rather to rate their likelihood to recommend the business to a friend. It is calculated based on responses to a single question: ‘how likely would you be to recommend us to a friend’

Respondents rate between a scale 1-10 and in doing so configure themselves as:
‘Promoters’ (giving a 9 or 10 score), 
‘Passives’ (giving a 7 or 8 score) 
‘Detractors’ (giving a 0 to 6 score). 

In TalkBox, you can automatically send a communication that includes an NPS feedback survey after a customer had an interaction with your business such as:

  • After a purchase or a visit. 
  • After a milestone visit. 
  • At regular intervals such as every 6 months. 
  • After the release of a new menu, new product or change of management.

NPS can provide invaluable insights into your business.  Customers have the option to add a comment after submitting their score giving you further information about customers true attitude towards your business. Based on their score it’s a good idea to send a follow-up communication. 

Promoters – Direct them to leave a review of your business. 
Passives – Ask what could be improved, perhaps include a voucher to invite them back and get a second chance. 
Detractors –  or email and include a voucher or discount code to be used if they return for another visit.  You may also want to follow up directly with a phone call.

Want to know more about NPS and how it can work for your business? Get in touch today. hello@impactdata.com.au

UK Govt calls for mandatory track and tracing; Impact Data has you covered with VisitSafe

The UK government has acted to force hospitality businesses to capture details of customers from September 14 to allow for track and tracing for COVID-19.  This action which has been optional until now means it’s time to get your business sorted. Impact Data is here to help with our application VisitSafe. 

Impact Data, created VisitSafe to help businesses re-open, confident they are keeping the community safe.

VisitSafe is a contactless solution allowing customers to use their own devices to add the details about their visit when entering a venue. Guest details are securely stored and can be retrieved by that business at any time. Businesses simply log on to VisitSafe.at, register and then share the URL or QR code with their customers. 

As well as capturing guests details to comply with government guidelines, VisitSafe gives your customers the options to opt-in for marketing. Sending business updates, and inviting guests to return is a fantastic way to keep driving business. Melbourne Restaurant Embla used their opted-in VisitSafe customers to double their takeaway orders.  Want to know how? Read more here.

Opt-in records are available at VisitSafe for download or automatic addition to an Impact Data TalkBox account. 

Thousands of businesses across Australia, New Zealand and the UK have already signed up for VisitSafe,  with almost 3 million visits recorded safely.  VisitSafe is a completely free service and takes less than 1 minute to sign up. Impact Data has built this platform to help businesses open and stay open.  For more details go to VisitSafe.at. 

Make your first impression count

Sending an SMS or email just after a customer has visited you or signed up is a great way to keep your customers engaged and drive loyalty. This type of message is important to get right because it can be the easiest way to turn a first-timer into a loyal repeat customer. Remember if they have ‘opted-in’ to receive marketing communications from you, they want to hear from your business. Here are a few ways you can improve your ‘Welcome’ or ‘Thanks for visiting’ communications.

Thanks and Welcome
Saying ‘Welcome’ or ‘Thanks’ lets your customers know you appreciate them. Address them by their first name by adding a merge field into your subject line or the body of your email. Learn more about merge fields here.

Get in quick
Sending your communication just after the initial visit will capture customers when their interest in your business is at its peak.  Send on the day of or the day after your customer has visited you.

Tell your story 
Introduce your business and let your customers explore and learn about your business by including links to your website and social media. Tell them what to expect when receiving these communications.  Information such keep your eye out for our emails which include special promotions, new products and competitions. 

Ask them to add your address
Remind your customers to add your sender address to their contacts in their email account. This will prevent future communications from getting lost or ending up in their spam. ‘A sentence such ‘add our email to your contact list so you don’t miss out on anything!’ is a great way to keep the relationship going. 

Include an offer they can’t resist
Getting a 2nd visit is the first step towards transforming a first and only time visitor into a loyal customer. Guarantee a 2nd visit with an irresistible offer such as a voucher to spend on their next visit or a 2-4-1 deal so they can introduce a friend to your business.  

Ask for feedback 
A first time visitor is valuable for your bottom line but can also give you a fresh insight into your business. Including a Net Promoter Score feedback survey (NPS) in your welcome communication can help discover aspects of your business that may need improvement or even help you get more reviews on popular review platforms.  Learn about NPS here.