Tips for creating message templates (for Admins)

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 a common use case in the telecom business as an example: renewals. The basic structure is:

"Hey {{customerName}}, this is {{salesRepName}} at {{dealership}}. I just noticed you might be eligible for an upgrade soon. Any {{device}} you were thinking about moving to?"

Which will look like this:

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 its 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’re creating 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 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
  

Related articles

• How to use message templates