In the age of internet technology and instant communications, it is more important than ever to be aware of how we communicate with customers on communication platforms. Texting is still considered a preferred method to receive reminders and notifications. How we send our initial messages and how we respond to replies makes all the difference in the customer experience. They do not want to feel like they are talking to a machine, they are looking for human interaction. It is important to them that someone is reading their messages and responding accordingly. Here are some ways that you can keep the customers engaged, trust that they are speaking to a human being, and keeping your opt out rates low.