Way back before the internet took over, phone orders were the go-to. If you wanted something, you called it in. Simple. Fast-forward a couple of decades, and things have come full circle. Only now, it’s not voice calls doing the work. It’s text messages.
People already text for everything. They check in with friends, request coupon codes, and track deliveries. So, why not allow customers to place orders the same way? Text-to-order makes that happen. It’s quick, easy, and cuts out the usual roadblocks between wanting something and ordering it.
The best part? There are several ways to set up this future-forward sales tool, whether you’re just starting or looking to add another layer to your customer experience. Let’s walk through how it works and how you can make it part of your business.
What is text-to-order?
Text-to-order makes buying from your business as easy as texting a friend. Instead of making people go to your website, download an app, or make a phone call, they text you what they want. You text back to confirm the order and handle the payment. Done.
The beauty is in how flexible this is. For example, you could use QR codes that instantly launch text conversations with new customers. Or automatically text to remind loyal customers when it’s time to reorder their favorites or schedule their next service appointment. Or maybe send out special preorder opportunities to your best clients.
You can also mix things up with a hybrid approach. The customer texts you an SMS keyword like order to start. In response, you instantly send back a mobile-friendly link to order online. They browse and pick what they want, and then everything comes back to you for processing.
Advantages of text message order systems
When you make it super easy for people to buy from you, good things happen for everyone. Let’s break down the key benefits of adding text-to-order to your SMS strategy.
Streamlines the purchase process
Text ordering shortens the path from interest to purchase. There is no switching apps, digging through product pages, or getting stuck on a loading screen. That means fewer chances for customers to get frustrated and abandon the entire process halfway through.
Improves the customer experience
When you make ordering simple, it tells people their time matters, and that kind of thing doesn’t go unnoticed. The streamlined experience builds trust and makes customers feel good about choosing you. And when they feel positive about your brand, it strengthens customer loyalty and encourages word-of-mouth advertising.
Increases repeat business
Text-to-order removes the mental energy required to make repeat purchases. Customers don’t have to gear up for a shopping experience. They just send a message when they need something. This low-effort approach means people order more often and are less likely to explore alternatives.
Where text-to-order works best
With a little imagination, you can probably make text-to-order work for just about any business. But some industries are already a natural fit. These are the areas where the speed, simplicity, and convenience of text ordering make the biggest impact.
- Retail sales: Text ordering works great for e-commerce stores where customers buy the same things often, like skincare products, coffee, or pet food. Rather than going back to your site, they can simply text for their next shipment.
- Food delivery: Customers can get food fast with text-to-order. They send a message like, “Can I get a large pepperoni for pickup?” to start their order. Or they can request the restaurant’s menu and browse on their own terms without any pressure.
- Subscription boxes: When people want to change their subscription boxes, texting makes sense. Instead of logging into self-service portals, subscribers can simply text, “Skip this month” or “Add the vanilla flavor to my next box.”
- Service providers: Text ordering is a natural fit for service businesses with regular appointments like salons, cleaning services, or personal trainers. Customers just send a text message to book their appointment instead of playing phone tag.
- Healthcare: Texting gives patients an easy way to handle routine requests. Need to reschedule? Request a refill? Ask a quick question? No need to call. They can just send a quick message and get it done.
Types of text ordering systems
There’s no one-size-fits-all setup for text ordering. Depending on your business and how hands-on you want to be, you have several options on how to run it. Here are the most common types.
Automated
An automated setup is one of the easiest ways to run a text-to-order system. It uses preset keywords and responses, so most of the interaction runs on autopilot with little to no need for a live person.
Customers text a trigger phrase, like order pizza or book hair, and the system takes over from there. It replies with pre-written messages, guides them through choices using numbers (like “Reply 1 for Pepperoni, 2 for Cheese”), and confirms orders.
Customers make payments through a secure link sent via text message. However, you can also allow customers to save their credit card information and authorize charges through text replies, making future orders even easier to place. They text “Yes” to confirm, and the payment processes automatically.
Conversational
Conversational texting feels more like chatting with a real person. That’s because, in most cases, it is, though you can still set up a few automated replies to speed things up.
Customers send messages in their own words, like “Do you have openings Friday afternoon?” or “Can I get a custom gold necklace with my daughter’s name?” Your team replies directly, helping answer questions, confirm details, and send payment links—all within the same conversation.
Many businesses use AI chatbots to support their team with conversational texting. The AI can handle common questions, like hours, pricing, or availability, while automatically routing complex requests to your employees.
Third-party service
If you’d rather not build your own text-to-order system, a third-party platform can handle it for you. You start by listing your products, menu, or services on their platform. From there, the service manages the entire ordering flow, from sending and receiving messages to processing payments.
Once an order arrives, it’s forwarded to your business for fulfillment, whether that’s setting up an appointment, confirming a service, or preparing a shipment. Many of these platforms also integrate with your existing tools, like your point-of-sale (POS) system, booking calendar, or inventory management platform.
Which text-to-order system is right for your business?
The best text-to-order setup comes down to how you do business. Automated texting is a solid choice if you have a steady list of products or services and want something hands-off. It keeps things moving without needing someone to send customers every message manually.
A conversational setup might be a better fit if your customers often have questions or need help deciding what to order. It gives you the flexibility to answer in real time, make suggestions, and offer a more personal touch.
And if you don’t want to manage the system yourself, consider third-party platforms. You get professional setup, automation, and integrations without doing all the heavy lifting yourself. There’s no wrong way to start. Just choose a setup that matches your workflow and customer needs, then tweak it as you go.
Tips for seamless text-to-order service
Every interaction needs to feel effortless to build strong customer engagement through text ordering. Master these fundamentals to create an experience customers will genuinely love.
- Use clear, simple language: Skip the business jargon and write like you’re texting a friend.
- Keep your responses fast: Aim to respond within a few minutes during business hours.
- Set up automated responses: Always send automated confirmation messages with the order details, timing, and total cost.
- Save customer preferences: Remember regular customers’ previous orders, favorite products, delivery addresses, and preferred payment methods.
- Have a backup plan: Make sure customers have an alternative way to reach you if the system goes down or gets overwhelmed.
When the experience feels effortless, customer satisfaction and loyalty naturally follow. To go even further, try gathering feedback through quick text surveys so you can keep fine-tuning your process.
Key takeaways
- Texting is the new checkout line: With text-to-order, customers text what they want, and you handle everything through SMS messages.
- Easy buying means more sales: Remove friction from the buying process, and customers buy more often, feel happier, and stick with your business longer.
- Certain industries are a natural fit: Retail, food delivery, subscriptions, service providers, and healthcare all thrive with text-to-order.
- You have 3 setup options: Go automated for simplicity, conversational for flexibility, or use a third-party platform to take care of everything for you.
- Start simple and improve: Choose whatever setup feels right now and make it better as you learn what serves your customers best.