For better or worse, most of us can’t seem to get away from our smartphones. That’s why SMS personalization is so important for unleashing your company’s potential.
Mobile devices have evolved into a primary means of communication; after all, they keep your emails, SMS texts, push alerts, website advertising, and even the occasional phone call within reach. In reality, most of us have grown accustomed to SMS text messaging as a speedy and convenient mode of communication, according to a recent Google survey, most mobile users expect a response to a text message within 20 minutes or less.
While email is a tried-and-true technique and most organizations’ principal direct marketing channel, customers are increasingly accepting of, and even expecting, businesses to be available via text message for anything from customer support to shipment tracking updates.
Here are a few reasons to consider integrating personalized SMS marketing to your mobile and email messaging if you want to make your mobile experience enticing to every shopper.
Brands who ignore SMS personalization are –
Missing out on a huge opportunity. Shoppers are increasingly using mobile devices at every step of the purchasing process, from exploring websites to completing purchases to tracking goods and contacting businesses with queries and complaints. And, as customers increasingly rely on their mobile devices for every aspect of their buying experience, it’s likely that your email subscribers are already receiving SMS messages from other brands.
More than 56 percent of consumers use mobile as their primary device for online shopping, according to a new report by Attentive Mobile. In addition, respondents indicate they’re communicating with brands via SMS messaging more than ever before.
Over half (55.9%) say they presently receive text messages from businesses, and nearly a quarter (24%) say they would be open to receiving even more text messages from the right brand.
Businesses that incorporate text messaging into their mobile strategy, as well as creating a plan for personalized email communication, will win big with customers who expect brands to reach out via mobile in multiple ways as they become more comfortable with shopping via mobile device and receiving SMS messaging from brands.
From the beginning, SMS personalization and email strategies should be integrated.
Include SMS in your on boarding process. Any good email strategy includes a thorough on boarding process, and if you’re already utilizing it to learn more about the types of content that your customers want, make sure you inquire about SMS messaging as well.
Inquire about new customers’ interest in text messaging and request their phone numbers. If a consumer opts in, be sure to send them messages regarding current orders as well as seasonal promotions and special offers.
Include a tap-to-text feature to make contacting customer service easier. Email is a great technique to ensure that customers can get in touch with your customer service center fast. Add a tap-to-text function to your emails to initiate an SMS discussion with a customer service representative to resolve issues such as missing deliveries, service rescheduling, and other order concerns and errors. Tap-to-text is also a great approach to make it simple for clients to sign up for your SMS programme.
Customers who have stopped opening emails will be more engaged. If you’re seeing a decline in email opens, using SMS personalization to remind subscribers of what they like about your brand is a great way to personalize your mobile marketing strategy.
When Thrive Market intended to increase contact with its clients, for example, the company started sending push notifications to those who hadn’t checked their emails, followed by an SMS to those who hadn’t interacted. Using a combination of SMS, push notifications, and email to reach audiences who may be suffering from inbox fatigue is a unique and personal way to reach them. And, as Thrive Market can attest, it improves results dramatically.
Pay special attention to SMS personalization (and avoid common pitfalls) Of course, implementing an SMS personalisation plan necessitates the same level of marketing and engagement methods as email. SMS marketing, on the other hand, has its own set of restrictions. Here are some pointers on how to write entertaining SMS messages, as well as some frequent blunders to avoid.
Call consumers by their first and last names. No one wants to get the impression that they’ve gotten a communication by accident. When sending an SMS message, make sure to address your consumer by name.
Personalization should not be overlooked. If you’re sending a text message, make sure it contains a relevant offer, reminder, or question. Instead of making customers feel like they’re receiving a mass communication, use their order history, abandoned cart, or content choices to send special offers, alerts, or information about things they’ve explored.
Do not be afraid to seek feedback. Asking customers to rate their experiences via text message is a great way to provide a simple avenue for satisfied customers to tell you (and the world) exactly what they loved about their experience as user reviews and ratings become increasingly important for businesses looking to improve service and boost SEO rankings.