If you think SMS is all about sending spam promotional messages, think again!
SMS marketing is an incredibly effective communication method, with SMS open rates as high as 98%. It offers businesses a direct, cost-effective, and highly engaging way to connect with their audience.
As part of a comprehensive marketing strategy, SMS can enhance customer communication, drive sales, and foster long-term customer relationships.
SMS has evolved into a versatile tool with various use cases beyond traditional promotional messages. Let’s explore some innovative ways businesses leverage SMS for more than just sales.
SMS marketing use cases you must check out
SMS marketing offers various use cases, from promoting products and driving sales to engaging customers through contests and providing timely updates. This quick and efficient communication method enables businesses to enhance customer engagement, build brand loyalty, and drive conversions in a personalized and immediate manner.
The top three reasons marketers say they like using SMS marketing are a large existing mobile audience (52%), strong customer engagement (44%), and high open rates (43%).
Here are the 11 most popular use cases adopted by brands today:
1. Welcome your contacts
Welcoming new contacts to your SMS marketing list is crucial in building a positive and engaging relationship with your audience. It sets the tone for future interactions and helps subscribers feel valued and appreciated.
A well-crafted welcome text typically includes:
- Expressing gratitude for the customer’s decision to join or subscribe creates a positive tone and sets the stage for a meaningful relationship.
- Communicating how often customers can expect to receive your messages builds trust and manages expectations.
- Providing easy instructions on unsubscribing or adjusting communication preferences ensures compliance with privacy regulations.
- Encouraging customers to reach out with any queries or concerns fosters a sense of openness, establishing a channel for customer feedback to improve your services.
- Including a coupon code or special offer adds value to the Customer’s experience and incentivizes them to engage further with your brand.
- Incorporating a clear and compelling CTA, such as a link to your website or a specific landing page, guides customers toward the next steps.
2. Promotional Offers
Promotional offers through SMS are an effective way to engage subscribers and drive sales. By providing exclusive discounts, businesses can create a sense of urgency and encourage immediate action from their audience. When crafted and communicated effectively, promotional offers can drive quick customer engagement, stimulate sales, and foster a positive relationship between the brand and its audience.
Examples of promotional offers:
- Exclusive Offer! Enjoy 20% off your next purchase. Use code SAVE20 at checkout. Hurry, the offer ends in 48 hours.
- Buy One, Get One FREE! Add any two items to your cart, and the second one is on us. Limited stock available.
- Today only! Enjoy FREE SHIPPING on all orders. No minimum purchase is required. Use code SHIPFREE at checkout.
- Summer Clearance! Enjoy up to 50% off on select items. Limited stock. Shop now and soak up the savings!
- Earn double reward points on your next purchase! Shop now and enjoy extra benefits for your loyalty.
- VIP Exclusive! As a valued customer, here’s an additional 30% off on our new collection. Use code VIP30 at checkout.
3. Product Launches
When you release a new product or service, your customers must know about it right away. Text messages are the best way to offer some customers early access or inform them about your product launch in advance.
Announcing and promoting the launch of a new product or service through SMS involves sending targeted messages to your audience.
Examples of product launches:
- It’s here! Introducing our latest smartphone with cutting-edge features and sleek design. Explore and be the first to own it!
- Exclusive Access! As a valued customer, you can pre-order the smartphone before anyone else. Use code EXCLUSIVE20 for 20% off. Pre-order now.
- Act Fast! For the next 48 hours, enjoy a special launch offer on the smartphone. Use code LAUNCH25 for 25% off. Don’t miss out.
- What feature are you most excited about in the smartphone? Reply with A for [Feature 1], B for [Feature 2], or C for [Feature 3]. We can’t wait to hear your thoughts!
4. Customer Surveys
Customer surveys provide businesses with a convenient and direct way to collect customer feedback and insights. It enables companies to understand customer experiences, preferences, and opinions, leading to informed decision-making and continuous improvement.
These surveys and polls show how versatile SMS surveys are in gathering feedback across various aspects of the customer journey and providing businesses with valuable insights for continuous improvement and customer satisfaction.
Examples of customer surveys:
- We hope you’re enjoying your recent purchase! How satisfied are you with our product/service? Reply with a number (1-5), with 5 being highly satisfied.”
- Your recent interaction with our customer service is essential to us. On a scale of 1-10, how would you rate your experience? Reply with your score.
- We’re considering a referral program. Would you be interested in participating? Reply with ‘Yes’ or ‘No’.
5. Flash announcements
Flash announcements are a powerful tool for businesses to convey urgent information directly to their audience, ensuring that essential updates or opportunities are not missed promptly. SMS is a direct and immediate channel ideal for delivering critical updates, promotions, or alerts requiring close attention.
Examples of flash announcements:
- Flash Sale! Get 24% off for the next 24 hours. Use code FLASH24 at checkout. Act fast!
- Hot Product Alert! Limited stock available. Grab yours now before it’s gone.
- Unusual activity detected on your account. Verify login details immediately. Contact customer support if in doubt.
Also Read: Everything you need to know about SMS Marketing Analytics and KPI measurement
6. Abandoned cart recovery
Abandoned cart recovery involves reminding customers about items left in their online shopping cart without completing the purchase. This strategy is designed to re-engage potential customers, encourage them to complete the transaction, and reduce the cart abandonment rate.
The key is to be timely, personalized and provide added value or incentives to encourage them to finalize their order.
Examples of abandoned cart recovery messages:
- Hi [Customer Name], you left items in your cart! Complete your purchase now and enjoy an extra 10% off. Use code CART10 at checkout.
- Don’t forget! You have [Product Name] waiting for you. Complete your purchase now.
- Time is running out! Complete your order within the next hour and get free shipping. Your cart misses you!
- Hello [Customer Name], did something catch your eye? Your [Product Name] is still in your cart. Complete your purchase now.
- We noticed you left items in your cart. Need assistance or have questions? Our support team is here to help. Reply or call.
P.S.: TxtCart can help you recover 33% of abandoned carts with SMS using conversational SMS marketing!
7. Appointment reminders
Appointment reminders involve sending proactive notifications to individuals about upcoming appointments, reservations, or scheduled events. This strategy is designed to reduce no-shows, improve attendance rates, and enhance overall customer satisfaction by providing timely and convenient reminders to their mobile devices.
Examples of appointment reminders:
- Hi [Patient Name], this is a reminder of your upcoming appointment with [Doctor’s name] on [Date] at [Time]. Please reply with CONFIRM to confirm or RESCHEDULE to reschedule. Thank you!”
- Hello! Your reservation at [Restaurant Name] is confirmed for [Date] at [Time]. We’re excited to serve you! If any changes, please call us at [Phone Number].
- Hi [Customer], this is a reminder of your car service appointment on [Date] at [Time]. Your vehicle is in good hands! Reply with CONFIRM or call us at [Phone Number] to reschedule.
8. Two-way messaging
Unlike traditional one-way communication, two-way messaging allows recipients to respond, ask questions, and provide feedback directly through the same SMS channel.
It allows enterprises to address customer inquiries, gather valuable feedback, and provide personalized assistance, ultimately enhancing overall customer engagement and experience.
Example:
- Business: “Hi [Customer], how can we assist you today? Reply with your query or concern, and we’ll reply as soon as possible.”
- Customer: “I have a query about my recent order.”
- Business: “Certainly! What’s your order number, and how can I assist you?”
9. Lead Nurturing Drip Campaign
Lead nurturing drip campaigns are designed to build a relationship with potential customers and guide them through the various stages of the sales funnel.
The primary objective is to provide valuable content and information at each stage, gradually moving leads towards making a purchase decision. You must tailor the content based on your target audience’s specific needs and behaviors.
Here’s a breakdown of a lead nurturing drip campaign:
- Introduce leads to your brand and make them feel welcome.
- Provide valuable information to address lead pain points or challenges.
- Showcase your product or service and its benefits.
- Encourage leads to engage and interact with your brand.
- Provide a compelling reason for leads to take the next step.
- Establish your brand as an authority in the industry.
- Encourage leads to make a purchase decision.
- Continue nurturing the relationship after a purchase.
- Re-engage leads who haven’t converted yet.
- Keep the communication ongoing for long-term relationship building.
10. Customer Support
Customer support is a critical aspect of any business that provides customer assistance and solutions before, during, and after their interaction with a product or service. Effective customer support is not just about solving problems but also about creating positive customer experiences.
Examples of customer support text messages:
- Calling a customer service hotline to troubleshoot a technical issue with a product.
- Chatting with a customer support representative on a website to get help with order tracking.
- Sending an email to the support team to request a refund or report a problem.
- Interacting with a chatbot on a website to get quick answers about product features.
- Sending a follow-up email to customers after a purchase to check for satisfaction and address any concerns.
- Escalating a customer complaint to a supervisor or manager for resolution.
- Sending post-interaction surveys to customers to assess their satisfaction with the support received.
- Guaranteeing a response to customer inquiries within 24 hours and resolving issues within three business days.
11. Contests and Giveaways
Engaging customers through SMS-based contests and giveaways is an effective way to build excitement, foster brand loyalty, and grow your subscriber base. Ensure that participation is easy and the rewards are attractive to maximize engagement. Remember to include clear instructions, rules, and deadlines for contests and giveaways.
Participants must be made aware of any costs associated with entering (such as standard messaging rates) and adhere to all relevant regulations.
Examples of contest and giveaway text message marketing campaigns:
- Text ‘WINSUMMER’ to 12345 for a chance to win a summer getaway!
- Share a photo of you using our product and tag us for a chance to win exclusive merchandise!
- Caption this image in one sentence! The most creative caption wins a special prize. Reply to enter!
- Share your thoughts on our new collection. The best feedback wins a VIP shopping experience!
- Countdown to Christmas! Text ‘GIFT’ every day until December 25th for a chance to win daily prizes.
Wrapping Up
SMS marketing is a boon for eCommerce brands as it’s an effective channel to build a meaningful relationship with customers without coming across as salesy.
If you want to start real conversations with your customers, look no further than TxtCart! Get a bird’s eye view of your conversational SMS marketing performance and win back revenue with SMS marketing automation and live agents.
Install TxtCart today to uncover the power of SMS marketing campaigns for your Shopify store.
