How to Use Business SMS to Learn What Customers Think About You

Business SMS or text messaging can play a huge part in your organization’s communication process. When used wisely, it can be beneficial to your company’s sales, logistical, operational, and customer success goals.

Today, the business world is seeing a growing number of requirements for meeting customer satisfaction demands. Consumers want to get more out of the companies that they choose to transact with. Their attention spans have become shorter. Most of all, they want to interact with brands via multiple touchpoints.

Suffice to say, the modern customer requires a lot more than what they used to.

And one of the best and easiest ways to navigate what your customers want is through surveys.

To build a solid customer base, it’s important for you to figure out what your customers’ needs and wants are. Equally important is a good understanding of consumer habits. It helps you get ahead of your competitors and allows you to improve your products or services.

So why exactly are customer surveys important to your business?

Below are some of the major reasons why businesses need to gather feedback from customers:

  • It can help improve a product or service (Client Heartbeat)
  • It’s a great way to measure customer satisfaction (HubSpot)
  • It helps you retain customers (SurveyMonkey)
  • It provides you with quantifiable data that can help you make better business decisions (CustomerThink)

Thus, business owners shouldn’t place customer surveys on the backburner. They should also neither be outsourced to third-party firms nor should they be placed in the hands of an inexperienced employee.

Did you know that you can use your phone system’s business SMS feature to conduct customer surveys?

There are plenty of ways to conduct surveys on your own. But using bulk SMS to gather feedback from your clients is perhaps one of the easiest and most cost-efficient methods you can explore.

Text messages or SMS are quick and cheap to send. It will only take someone seconds to read and reply to one. Plus, the open rate for this type of short message is a whopping 98%. This means most people are likely to read text messages within three minutes of receiving them.

If you’re subscribed to a phone system that offers business SMS capabilities, then you’re in luck. Check out the following tactics you can try out below:

Conduct a mobile poll to request for your customers’ feedback on current products and offerings.

You can opt to be as specific as you can and ask for their opinion on a particular product or service after their purchase. You can type in satisfaction survey questions such as, “How happy are you with your new home audio system? Choose from 1 to 5, with 5 being very satisfied, and 1 meaning extremely unhappy.”

Follow up with something along the lines of, “Were you assisted with the setup of your new home audio system? Yes or No? Remember to add straightforward instructions to make data processing and analysis simpler.

Launch an SMS poll that will help you gain insight on how customers perceive your company in general.

The kind of business impression you leave upon clients can say a lot about how you should run your business. You can choose to approach it like this example from Groove HQ:

SMS Poll by Groove HQ
Source: GrooveHQ

With RingCentral, you can do something similar – but even better. Because the text messaging function is already a part of your business phone service, reaching out to customers for feedback via SMS after a purchase becomes easier.

RingCentral Business SMS Customer Survey

For one, it won’t require you to reveal your personal mobile number because you can use your main business number to text them (anywhere in the world, as long as they have an SMS-capable phone number). There’s a great chance your customer will immediately know who the sender is.

In addition, you can use your preferred device to send out text messages such as your desktop or mobile phone as long as you know your RingCentral credentials. And depending on your subscription plan, you can even automate the process through integrations and APIs.

Use business SMS to gather opinions on future product offerings.

Provide customers with a list of ideas for products or updates you’re thinking of launching. Alternatively, you can use open-ended questions to make the poll qualitative. Your questions should be able to answer questions like, “What products do you want to see next on our online store?” It’s like doing quick and dirty market research, minus the expensive costs.

BONUS TIP: Endear your business to your customers by adding a little extra.

When you decide to conduct SMS surveys, it will also be a good idea to give your customers something that can benefit them. You should always expect to be met with the question, “What’s in it for me?” from your audience.

Include a freebie or a bonus offer with your survey for good measure. It can be as simple as:

  • a 10% discount on their next purchase
  • a free consultation within a specific timeframe
  • a service upgrade, or
  • free store credits when they log on to your website

When you do this, you also encouraging a repeat purchase. This ultimately leads to better sales numbers.


Customer feedback through business SMS can provide you with meaningful insight into what your customers think about specific products, services, and even your entire company. This can help you improve and keep your customers satisfied. The more feedback you get, the clearer your product and customer strategy will become.

Have you thought about using business text messaging to gain feedback and improve customer interactions? Let us know in the comments section below, as we might be able to help you out.

About the author
Klaris Chua


Klaris is a digital content marketer who has written many pieces on startups and small business communications. She is also passionate about technology, collaboration tools, and digital design.