Focusing on the technology part I always try to go for the customer preferred communication method. If they use MS-TEams as their official communication tool I ask to be added as a "guest user" to their Microsoft tenant so I can reach out to stakeholders and users through MSTeams. If they use Skype? The same. Slack? Same approach. And so on. Firing personalized text messages through their preferred, daily use, communication tool is the best. Also great for getting spot-on feedback. But be aware that it is a 2-way channel. Easier to reach them out, easier to be reached out
Nothing beats what you are doing, Heather. I.e., human-to-human short personalized messages.
We get 85% open rates for automated text messages (with links to hyper personalized videos) when sent from a 10-digit phone number (versus as a generic number) to opted-in users. We encourage them to save the contact information before sending them messages. The best we have been able to do is 27.5% for email. The cadence, content, message, and CTA varies by role (executive, champion, buyer persona, product user persona) of the receiver. Consider piggy backing on transactional notifications (like e-commerce order push notifications / texts / DMs) with at most one link to dynamic and personalized content. (This is my first message to GGR)