How Do Ecommerce Businesses Use SMS?

How Do Ecommerce Businesses Use SMS?

MS marketing is an efficient technique to attract, engage, and keep ecommerce customers by cutting through the clutter. It’s scalable, simple to use, and has the potential to make a big difference.

However, the majority of ecommerce businesses aren’t receiving the full rewards – and they have no idea what they’re missing out on.

Today, we’ll go over the benefits of SMS for ecommerce, as well as how to include SMS marketing into your ecommerce strategy and the dos and don’ts of SMS for ecommerce.

Why Should You Include SMS in Your Ecommerce Marketing Plan?

SMS is a direct communication method with near-instant delivery to customers. Here are a few ways SMS marketing can help you grow your online store.

Mobile-friendly. For years, Google has promoted a mobile-first strategy. However, the move from desktop to mobile marketing isn’t limited to mobile-friendly websites. Text messaging is now used more than voice by smartphone owners, making it one of the most popular communication mediums.

Customers have direct, unrestricted access to you. SMS allows ecommerce businesses to reach out to a more specific clientele. With a 98 percent open rate, SMS much beats email, which has a 24 percent open rate. Without having to fight spam or email filters, your message is flying through to thousands of pockets in minutes.

Create a memorable customer experience. Did you know that 55% of customers are willing to pay a higher price for better customer service? When used to communicate with your audience, SMS marketing can help to establish relationships and increase client retention.

How to Use Text Messages in E-Commerce

The two main aim of SMS for ecommerce methods are to increase revenue and improve customer service.

Here are a few ways you may utilize SMS marketing to enhance sales and provide an amazing client experience in your ecommerce business.

Sales and special offers should be promoted.

To grow your subscriber list and enhance sales, send out text messages with exclusive discounts, specials, or product release announcements. You may also use SMS software to target and deliver different messages to different consumer segments by integrating it with your CRM.

Here’s an example of a campaign utilized by a retail store to re-engage clients who hadn’t been in a while.

“Erin, we’ve been missing you around here! On your next visit, you will receive a 10% discount on your purchase. Go to to learn more. (This offer will expire on August 5th.)”

Here’s why it’s effective:

It’s unique to you. Customers are addressed by name in the message, which also says that they haven’t visited the website in a while. It’s one-of-a-kind and personalized, making it ideal for the more direct SMS communication route.

It’s priceless. Customers receive a one-of-a-kind, beneficial offer that they won’t find anyplace else with the exclusive discount.

It provides a sense of urgency. Including an expiration date also encourages the recipient to act.

Reduce the number of abandoned shopping carts

Are you squandering revenue opportunities?

Nearly 70% of online shoppers abandon their shopping carts. Users’ interest in your goods might be reignited through text messaging, which can lead to purchases.

Create SMS campaigns that remind people through text of unfulfilled orders and urge them to finish their transaction.

Engage Your Audience in a Novel Way

Texting is an excellent way to stay in touch with customers and establish brand loyalty.

Remember the famous Snapple facts on the back of every bottle? To receive daily facts right to your phone, text REALFACT to Snapple.

Getting creative with SMS may help engage people with your brand, whether it’s a contest or an amusing fact.

Improve the customer service experience

Ecommerce companies have become accustomed to providing quick, painless customer support and communication, and customers demand a smooth experience.

Nothing is more aggravating than being unable to locate your order details, and poor customer service can harm an ecommerce company’s customer lifetime value and longevity.

You may automate a variety of consumer notifications with SMS, including:

When popular things are available again

Confirmations of orders

Notifications of shipment

Updates on the status of orders

Automating customer support functions not only provides clients with real-time information, but it also relieves support employees of some of their responsibilities.

Obtain feedback from customers

Use text messaging to get real-time feedback from your customers. Customer happiness may be measured through SMS platforms like SimpSocial, which allow you to send surveys, polls, and purchase follow-ups.

An example of an SMS poll is as follows:

Thank you for choosing to buy with us! We’d love to hear your feedback. What level of satisfaction do you have with your purchase? A) I am extremely pleased. B) Satisfied to a degree. C) Unsatisfied with the results. (Select A, B, or C as your answer.)

Here’s why it’s effective:

It happens right away. Customers may not get the email for several days when using regular email surveys. You can check in with clients within 24 hours after their purchase using SMS messaging.

It makes you want to do something. The wording is straightforward and easy to understand, and the customer responds in a matter of seconds.

SMS Ecommerce Tip: Know your limits and avoid spamming or overburdening your consumers. To get any messages, subscribers must first opt in.

Here’s a link to our SMS compliance guidance.

Integrate with other tools for multi-media campaigns that are more comprehensive.

SMS isn’t a stand-alone marketing strategy. To construct sophisticated, multichannel marketing campaigns, it interfaces with social media, digital marketing, and call monitoring technologies.

Here are some examples of how you may incorporate SMS marketing into your current ecommerce marketing strategy:

Website: Include a banner on your website and social media pages encouraging people to sign up for your texting service by using a keyword like “JOIN.”

Email marketing efforts should include a text keyword.

Deliver personal messages over the phone and follow up with texting.

Purchase and promote local, toll-free numbers to track campaign results using call tracking.

See how other companies have increased their reach by combining SMS and voice promotions.

Do’s and Don’ts in SMS Ecommerce Marketing

DO reply right away.

Make it worthwhile. Texting is a private matter. Make it worthwhile for your audience to spend their time with you. Provide them with corporate updates, a discount, or information they won’t find anyplace else.

ACT IMMEDIATELY. Texts can be interacted with. Customers should be encouraged to respond.


Sending rambling mails is not a good idea. You’re not writing a blog post; you’re texting. To avoid unsubscribes, keep the copy short, simple, and to the point.

DO NOT COMMAND THEM TO COMPLETE AN ESSAY. All responses should be brief and simple — no more than a few words.

No leads were lost. reduced overhead.
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