How to properly ask for your customers' phone numbers upon signup
It's common practice for businesses to ask for a range of customer information. This information is essential for businesses to make considered decisions on their overall business strategy. In particular, the customer intelligence:
- creates lead generation opportunities
- provides deep insights about a market demographic
- allows for a more personalized user experience
With almost everyone owning a smartphone, the potential of reaching your demographic through SMS marketing is endless.
But most customers remain reluctant to give their numbers away to unfamiliar companies because of the worry of receiving unsolicited messages. So obtaining your customer's phone numbers upon signup is getting tougher.
This article looks at how forms can be used to capture customer mobile numbers while establishing trust.
Sign-up forms are web forms allowing businesses to ask for customer information. In most cases, sign-up forms are designed to allow customers to join a mailing list or become VIP website members.
The most common sign-up forms require a name, email, and password. However, it is becoming more and more popular to also ask for customer phone numbers.
In general, sign-up forms are excellent ways to collect, organize, and confirm your customers' contact information.
How can sign-up forms help businesses ask for customers’ phone numbers?
People cling to their personal privacy.
Being pushy about getting their phone numbers may deter them outright and result in a negative customer experience - something no business wants.
From the moment the user signs up to your website, one of the most important things is to make sure you are being transparent about why you require a phone number. Set realistic expectations and give them the power to accept or decline the offer.
A/B testing is also an important part of sign-up forms and businesses should test different elements of the sign-up page to see what page type converts and what does not. If possible, test every aspect of the page, from the intro copy and social proof within the page to the CTA verbiage and colour palette of the CTA button.
It is good practice to keep forms as short as possible, as studies have linked longer sign-up forms with a worse conversion rate, so make sure that you're keeping the form concise without omitting important information.
How can businesses get the most out of sign-up forms?
One of the best ways to persuade customers to complete your form is by reassuring them that their information will be safe. Although this sounds obvious, simply stating that it will be safe can often be the difference between a customer completing a form and abandoning it altogether.
A good idea might also be to include a trust badge on your website or signup form. These digital certificates are issued by external organizations and might cost a bit of money, but are usually worth the investment as they can significantly impact the conversion and form completion rates.
On a similar note, it can also be helpful to let customers know that you are not going to spam them with unwanted text messages. It can also be good practice to inform them how frequently you will contact them (once per week, per month, or per year).
Customer incentives are a powerful way to motivate your clients and can encourage a customer to take action.
For many businesses offering customers access to exclusive sales, discounts and promotions is effective. Other great incentives include freebies, bonuses and free shipping in exchange for a customer providing their phone number.
According to Referral Rock, a successful incentive or customer reward program should have the following:
A way for customers to save money
An easy-to-understand rewards program
What are the benefits of offering incentives?
Aside from acquiring customers' phone numbers, offering incentives also comes with other notable perks, such as:
Customer satisfaction: Offering incentives make customers feel valued and appreciated. This can lead to better reviews, increased loyalty, and more sales in the long run.
Charity: If your rewards are tied to community advocacy, you can help uplift a cause your business believes in and also improve your brand image in the process.
Increased customer lifetime value: Many businesses understand the struggle of acquiring new customers - incentives help you retain the customers you do capture.
According to statistics published by SEMRush, 58% of customers who belong to a brand's incentive program purchase from that business at least once a month.
Build customer trust
According to Oberlo, 81% of consumers need to be able to trust a brand before they make the purchasing decision. Furthermore, 80% of US customers consider trust to be a significant factor in brand loyalty.
This is especially crucial for eCommerce stores, or online based businesses where the entire transaction is conducted digitally and can't be verified in a physical space, unlike brick-and-mortar stores.
On top of that, adhering to stringent data privacy standards can also help quell clients' worries about opting in with personal information.
Here are some things business owners can do to establish trust with customers:
Breach accountability: Don't wait for a data breach before you put in place the relevant security protocols and safeguards to protect your customers' private information.
Honour customer expectations: Set the tone of respect and responsibility with your brand's messaging, particularly for how you ask customers to opt-in with their personal information.
Customers will develop trust in your brand and what it represents if you employ proactive measures to keep data private.
You'll need to consider three main things when asking for a customer's phone number: sign-up forms, an incentives program, and a reason for customers to trust you.
The sign-up forms should be concise, allowing customers to easily input their information. You should also constantly test them to move closer to your business's ideal conversion rate.
The incentives program should be rewards-focused and ignite a sense of importance for the customers. Use case studies or testimonials from previous participants to foster interest.
And finally, make sure your opt-in process is transparent, letting customers know why their phone number is needed and how it will be used. This gives them power in helping them decide if they want your business to have their hands on it.