Over the last few years, the shift toward remote work and digital shopping has influenced our expectations toward customer service and business communication. Even though we can observe those changes in every person, the younger generation gives us a sense of where customer communication is headed.
75% of millennials avoid phone calls if they deem them time-consuming, and Gen Z's tendency to associate phone calls with anxiety has already become so prominent that many news outlets refer to this demographic trend as "The Big Read."
Clearly, businesses able to adapt to those developments will see better results than those who insist on established routines. If you're still uncertain about how text-to-order technology works and how your business might use it, this guide will help.
What Is Text To Order, and How Does It Work?
Text to order is a service that allows customers to place orders directly through SMS or text messages, providing a simpler and faster alternative to traditional ordering methods like phone calls, websites or apps. Rather than navigating an app or website, customers can send a text to a designated number, placing an order with ease. This eliminates the need for extra steps in the ordering process, catering to the fast-paced demands of modern consumers.
Why Businesses Are Adopting Text To Order
Businesses are increasingly turning to text-to-order systems because of their convenience and ability to remove barriers between customers and their desired products. While SMS has often proven its value for promotional messages, its universal availability on virtually any mobile device makes it a great fit for other business applications as well. For customers, the appeal lies in the immediacy of texting. For businesses, text ordering speeds up transactions, enhances customer satisfaction and reduces the time and resources spent managing orders manually.
Integration With Backend Systems
Text-to-order platforms often integrate seamlessly through an API with backend systems such as inventory management, ordering systems and customer databases. This integration ensures that orders are processed accurately and automatically, reducing human error and keeping track of product availability in real time. For example, when a customer texts to place an order, the system checks inventory levels, processes payment and updates the order status in the company's system — streamlining the entire process.
Introducing Shortcodes
Shortcodes are specialized numbers that businesses use for text-to-order systems. These short, easily memorable numbers make it simple for customers to place orders directly via SMS. By using shortcodes, businesses can efficiently manage high volumes of orders and automate responses, providing customers with near-instant confirmation.
Benefits of Text Ordering
At a high level, the biggest advantage of texting over apps or websites is a more streamlined user experience. Customers don't need to download an app, navigate a website or go through multiple screens to place an order. Instead, they can simply send a quick text, which makes the process faster and more intuitive. This immediacy can lead to higher customer satisfaction, as it reduces friction and simplifies the ordering journey, making it easier to convert potential customers into repeat buyers. That said, businesses can experience other benefits that justify the investment in an SMS strategy.
Reducing Errors in Order Taking
Text-to-order systems often use predefined SMS formats, which help reduce the chances of miscommunication or human error. When customers place orders over the phone, mistakes can happen due to unclear speech, background noise or misunderstanding. In contrast, SMS messages can be automatically formatted and validated, ensuring that the order is clear and accurate. This accuracy translates into fewer order issues, boosting customer confidence and satisfaction while decreasing financial losses.
Instant Updates and Confirmations
Especially younger clients who are already used to the benefits of artificial intelligence increasingly expect immediate personalized support. With text-to-order systems, your business can provide those instant order confirmations and updates via SMS. Whether it's a confirmation text message or an alert with an order update, customers are kept in the loop without needing to chase details. This instant communication reassures clients that their orders are being processed in real time, which is especially valuable for businesses with high volumes of orders or time-sensitive deliveries.
Texting Caters to All Demographics
It may be true that you'll encounter certain differences in expectations toward business communication, but text ordering is a versatile solution that enhances customer engagement across all age groups. While younger generations like Gen Z and millennials gravitate toward texting due to its familiarity, older customers — who may not be as comfortable using apps — also appreciate the simplicity of SMS. This wide appeal ensures that businesses can meet the needs of diverse customer bases, offering a solution that everyone can use with ease.
Reducing the Need for Customer Service Staff
Implementing text-to-order systems also helps businesses reduce their reliance on customer service staff for order management. Instead of dedicating employees to handle phone calls or manually input orders, businesses can automate these tasks with SMS systems. This not only improves efficiency but also allows staff to focus on more complex tasks, such as handling special requests or addressing customer service issues.
Text Order Use Case Scenarios
Text-to-order systems can be applied across various industries, offering a fast and convenient way for customers to engage with businesses. Whether it's placing an order, checking availability or booking an appointment, the simplicity of texting makes these transactions quick and efficient.
Food Delivery Example
Imagine a customer who wants to order food from a restaurant. Instead of calling or using a third-party delivery app, they simply text their order to the restaurant's dedicated number, perhaps using a predefined code or message format. Within minutes, they receive a confirmation text with an estimated delivery time. After delivery, the restaurant can even automate a feedback request to gather valuable data on customer satisfaction. This seamless process eliminates the need for apps or website navigation, making it quick and easy for customers to place orders on the go.
Retail Example
In retail, text-to-order systems facilitate product reservations. A customer shopping at a clothing store may see an item online but want to confirm if their size is available. They can text the store with their request, and the system will check inventory in real time. The customer then receives a response about availability and, if the product is in stock, can reserve it for pick-up or delivery — all without stepping foot in the store.
Appointment Booking Example
Text to order can also extend to industries like healthcare, where appointment booking is critical. Patients can simply text their healthcare provider to request an appointment, specifying their preferred date and time. The SMS system then cross-references available slots and confirms the appointment or suggests alternatives. This streamlined process saves time for both the provider and the patient, removing the need for phone calls or complex online scheduling forms.
SMS examples
Here are a few simple templates to illustrate how text-to-order systems work in real-world scenarios:
- "Text 1 to confirm your order, 2 to track your delivery."
- "Text SIZE to check product availability in your local store."
- "Reply with BOOK to schedule an appointment with your provider."
These easy-to-use formats reduce complexity for the customer and automate the flow of communication, allowing businesses to provide a more seamless customer experience while saving resources.
Improve Your Business' Customer Experience Today With Reliable Text Delivery
Enhance your customer experience by offering the convenience of text to order with Swift SMS Gateway. Swift makes it easy to set up a reliable, scalable system that simplifies ordering for your customers while streamlining your operations.
Ready to get started? Swift SMS Gateway provides a smooth setup and ongoing support to help your business implement a tailored text-to-order solution. Learn more and sign up for a free demo today.
