SMS Marketing for e-commerce

SMS marketing empowers you to actively engage with customers throughout every phase of the sales process. Here’s how you can leverage it:

• Implement SMS campaigns for lead generation and promotional offers.
• Deliver transactional SMS updates to enhance overall customer satisfaction.
• Utilize SMS as a powerful channel for brand marketing.
• Offer SMS-based customer service to provide your customers with a convenient way to reach out.
• Employ SMS strategies for customer retention.

1. Lead Generation and Promotions

A primary application of SMS marketing in e-commerce is to draw in prospective buyers and foster loyalty among existing customers.

SMS Lead Generation

A strategic approach to draw new shoppers to your store is by encouraging them to sign up for your exclusive SMS notifications.

Inform them that they will receive early notifications about special deals, sales, new arrivals, and other significant updates directly through text.

Example: B-Unlimited

Borrow a strategy from B-Unlimited by creating an SMS keyword that enthusiasts can text to your number to join your mailing list.

B-Unlimited distinguishes itself by employing distinct keywords for different customer segments, allowing them to tailor promotions to specific interests and demographic details.

Example: Baby Tula

The e-commerce company Baby Tula utilizes SMS web forms to convert website visitors into SMS subscribers.

This approach is highly effective for tapping into a steady flow of site traffic and maintaining engagement with visitors well beyond their initial website visit.

SMS Promotional Messages

Promotional messaging via SMS often involves sending your contacts exclusive discounts, early-bird sale access, and coupon codes.

These promotional efforts can be initiated through a welcoming text upon subscription, a message following a purchase, or at any subsequent interaction point with the subscriber.

Text message campaigns don’t take days to create, approve, and execute. They’re quick to create, and our customers report conversion rates north of 25%. 

SMS holiday promotions

Many e-commerce business owners and marketers also use SMS marketing for holidays and seasonal events, like:

• Back to school
• Black Friday
• Cyber Monday

2. Transactional Messages

Our comprehensive guide details the distinctions between promotional and transactional SMS messages.

In essence, transactional texts are initiated by specific events, user interactions, or set preferences within a service or application, rather than originating from a marketing campaign’s strategy.

Popular Use Cases for Transactional Messages:

Order Updates

Keep your customers informed about the status of their orders through timely shipping updates and notifications about delivery services.

One of the most valued applications of transactional messaging in e-commerce involves ensuring customers are well-informed about the progress of their orders or notified promptly in case of any shipping delays. This practice not only enhances the customer experience but also builds trust and transparency between the e-commerce platform and its users.

Abandoned Cart Text Messages

One of the most challenging situations for e-commerce businesses is dealing with abandoned carts. To mitigate this, SMS can be a powerful tool to re-engage customers and convert potential lost sales into successful transactions.

This section provides insights into the strategy of sending abandoned cart text messages, including actionable templates. It’s essential to familiarize yourself with the regulatory requirements for such messages, ensuring customers have explicitly agreed to receive them through a double opt-in process.

Review Requests

Following the delivery of an order, sending a text message to request a review, similar to the approach used by Matykos Beauty, can be highly effective. Reviews play a crucial role in bolstering potential customers’ confidence in your products, contributing to a more trustworthy online shopping environment.

3. SMS as a Brand Marketing Channel

While immediate sales are thrilling, the significance of strategic, long-term engagement shouldn’t be overlooked. SMS offers an impressive platform for top-of-funnel activities, contributing to brand awareness and customer acquisition.

• Example: Versed utilizes a skincare hotline via text to engage consumers, offering advice and building the brand’s authority in the beauty sector. This strategy not only provides value but also cultivates a receptive audience for future promotional messages.

• Example: SmileDirectClub launched a unique campaign in Times Square, encouraging the public to share texts that bring joy, showcasing them on a large screen. This campaign, although ambitious, highlights the potential of SMS in creating engaging, brand-boosting activities.

4. Text-Based Customer Support

E-commerce platforms increasingly rely on SMS for customer support, addressing more complex inquiries that benefit from a personal touch. This method enhances the customer service experience, offering prompt and efficient solutions.

5. SMS for Customer Retention

Retaining customers is as crucial as acquiring new ones, especially considering the high costs associated with losing them. The high open rates of SMS provide an excellent opportunity to engage and retain customers effectively.

For businesses offering subscription services, SMS can serve as a tool for sending renewal reminders, ensuring customers stay informed and engaged with your services.

These strategies underscore the versatility and effectiveness of SMS in various aspects of e-commerce, from recovering lost sales to building long-term customer relationships.