SMS Marketing Hacks for Ecommerce: All You Need To Know

Email marketing is likely a key component of your customer engagement strategy, but have you considered the impact of SMS marketing? SMS marketing is becoming increasingly vital, with 66% of consumers preferring to interact with businesses via text messages and 85% willing to reply. This method offers a direct, immediate line of communication that can significantly enhance your customer engagement and boost sales. This guide will delve into the details of SMS marketing for ecommerce, highlighting its benefits and providing tips on implementing an effective strategy.

What is SMS Marketing for Ecommerce?

SMS marketing for ecommerce involves the strategic use of text messages to promote products, drive sales, and engage with customers. Unlike other forms of marketing, SMS messages provide a direct and immediate communication channel, ensuring that your message is seen promptly. As mobile usage continues to rise, integrating SMS marketing into your ecommerce strategy can be a game-changer for staying connected with your audience and maximizing revenue opportunities.

6 Reasons to Implement an SMS Marketing Strategy

1. Broad Reach: SMS marketing campaigns can reach a wide audience because 92% of smartphone users still use text messaging despite the prevalence of instant messaging apps. This means you can target various demographics through a single campaign, making it a versatile tool for reaching both younger and older customers.
2. Personal and Engaging: SMS marketing has a remarkable 99% open rate compared to emails, which are only opened 12%-25% of the time. A text message feels more personal and direct, resembling a conversation with a friend rather than a transactional email. This personal touch makes SMS marketing more authentic and appealing.
3. Efficient Customer Service: Text messages can reduce the number of customer service calls. They are quicker to compose and read compared to emails, and customers can send a quick text when it’s convenient for them. Businesses can respond in real-time, starting a text conversation and shifting to a call if necessary. This approach provides real contact information and makes customer service more efficient.
4. Extension of Mobile-Friendly Ecommerce: With 71% of Shopify orders and 61% of Google search traffic coming from mobile devices, SMS marketing engages customers on their mobile devices, directing them to your mobile website where they are likely to make a purchase. This seamless integration enhances the customer experience and boosts sales.
5. Younger Customers Prefer Texting: Text messages are the preferred communication method for younger customers. 91% of teens with cell phones actively text, and 58% of teens list texting as their favorite communication method. Adults aged 18-24 send and receive over 128 text messages daily. SMS marketing is a powerful way to reach this demographic.
6. Builds Trust: Customers may feel uncertain about buying from an unfamiliar store. Text messages help overcome this barrier by making customers feel listened to and respected. This personal interaction builds trust, which is essential for closing transactions.

The Benefits of SMS Marketing in Ecommerce

Implementing SMS marketing can bring numerous benefits to your ecommerce business:

• Increased Value of Latent Traffic: Potential buyers are 2-3 times more likely to engage through SMS.
• Reduced Shopping Cart Abandonment: Timely reminders via text can encourage customers to complete their purchases.
• More Feedback and Reviews: SMS makes it easy for customers to provide feedback, helping you improve your products and services.
• Higher Conversion Rates: SMS lists often have conversion rates 2-4 times higher than email lists.
• Efficient Customer Support: Texting saves time and money while increasing customer satisfaction.
• Automation Opportunities: You can automate customer conversations with chatbots, improving efficiency and customer service.
• Direct Marketing: Integrate SMS with instant messaging ads on platforms like Facebook Messenger, Kik, and Line.

How to Get Started with SMS Marketing

Ready to incorporate SMS marketing into your strategy? Follow these steps to get started:

1. Set Priorities: Identify where SMS marketing could make the most significant impact. Whether it’s promoting special events, driving sales, or gathering customer feedback, focus on one area initially to ensure a smooth start.
2. Define Success Metrics: Set specific goals for your SMS campaigns to track progress. Define exactly how much you want to increase customer satisfaction or set a target number of customers to join your SMS list. Clear goals help your team stay focused and continuously improve your strategy.
3. Choose Engagement Channels: Text messaging is the most universal form of messaging, but your strategy should depend on your audience. Some demographics might prefer Facebook Messenger over SMS. Conduct your own research to determine the best channels for your audience.
4. Select an SMS Tool: Choose a reliable SMS tool for managing your list and sending texts automatically. Tools like Klaviyo, SMSBump, PostScript, and Attentive can streamline your SMS marketing efforts, allowing your team to focus on content creation rather than technical issues.
5. Grow Your SMS List: Use popups and opt-in forms to collect phone numbers and grow your subscriber base. Popups are particularly effective because they can be targeted based on visitor behavior, ensuring you reach people who are ready to engage.

12 Tips for Successful SMS Marketing Campaigns

1. Be Accessible, Not Intrusive: Ensure your texting option is always visible but not disruptive. A bar at the bottom (on mobile) or side (on desktop) of the webpage can keep your contact information accessible without getting in the way.
2. Customize Prompts: Encourage texting over calling by placing “text” first in your prompts. Inform customers about your texting option in newsletters, emails, and receipts.
3. Set Expectations: Use auto-replies to inform customers when they can expect a response. Even if they have to wait, knowing when to expect a reply increases satisfaction.
4. Adjust Template Responses: Keep your SMS templates concise, ideally 160-320 characters. Have separate templates for texts and emails to ensure messages are appropriate for each format.
5. Informal Tone: Use abbreviations, emoticons, and a friendly tone to make your messages engaging. An informal approach makes your brand seem approachable and relatable.
6. Become a Contact: Encourage customers to save your number in their contacts. This keeps your business top of mind and makes it easy for customers to reach out.
7. Exclusive Offers: Create special SMS deals to make subscribers feel valued. This can drive engagement and increase sales.
8. Limit Automation: Start with semi-automated responses before moving to full automation. Ensure your automated messages are accurate and relevant to avoid embarrassing mistakes.
9. Timely Replies: If you can’t reply immediately, send replies during lunchtime or at the end of the day when customers are more likely to have time to engage.
10. Use Established Tools: Invest in a reliable SMS marketing tool rather than developing your own system. Established tools offer comprehensive features and support, ensuring your campaigns run smoothly.
11. Include Older Demographics: Recognize that SMS is used by all age groups. Older customers often use text messaging to stay in touch with family and appreciate its convenience.
12. Always Reply: Ensure timely responses to maintain trust and engagement. If you’re not ready to reply, it’s better to delay texting until you can.

Conclusion

SMS marketing is a powerful tool for ecommerce businesses, offering direct and immediate communication with customers. By following these tips and leveraging the right tools, you can create effective and engaging SMS campaigns that resonate with your audience, enhance customer satisfaction, and boost sales. Incorporate SMS marketing into your overall strategy to stay connected with your customers and maximize your ecommerce success.