The Communication Shift
Homeowners under 50 increasingly prefer text-based communication over phone calls. A CRM-triggered SMS gets read within 3 minutes. A phone call from an unknown number? Ignored 60% of the time.
Where SMS/WhatsApp Works Best
Appointment Confirmations
"Hi [name], confirming your appointment with [rep name] on [date] at [time]. Reply YES to confirm or call us on [number] to rearrange."
Result: 25-30% reduction in no-shows.
Post-Quote Follow-Up
"Hi [name], just checking you received the quotation we sent on [date]. Happy to answer any questions — just reply to this message."
Result: Higher response rate than phone calls for quote follow-up.
Day-Before Reminders
"Reminder: [rep name] will be visiting tomorrow at [time] for your window survey. Please ensure access to all rooms with windows to be replaced."
Result: Better-prepared customers, more productive appointments.
Installation Updates
"Your new windows are scheduled for installation on [date]. Our fitting team will arrive between 8-9am. Any questions, reply here."
Result: Fewer installation-day surprises and cancellations.
Compliance Considerations
- Always get consent before sending marketing messages
- Appointment confirmations and updates are generally fine as "service messages"
- Include an opt-out option in marketing texts
- Keep records of consent in your CRM
- Don't send texts outside reasonable hours (9am-7pm)
Tracking in Your CRM
Log all SMS and WhatsApp communications against the lead record:
- Which messages were sent and when
- Customer responses
- Open and reply rates by message type
- Conversion impact (do customers who receive texts book more appointments?)