Director of Sales and Strategic Partnerships at ReadyCloud, the Shipping, Returns, Growth Marketing and CRM Suite built for e-commerce.
When you reflect upon an exceptional customer experience you’ve had, what made that instance so special and unique? The smile, thank you and handshake? Or that feeling of the salesperson in front of you conveying a sense of gratitude for your business?
Customers want to feel appreciated for their business.
And while there is still a place for brick-and-mortar stores in today’s world, it’s undeniable that online shopping has exploded in growth. In fact, in 2021, there were 900 million more digital buyers than there were in 2020—a 4.4% year-over-year increase.
Despite the acceptance and adoption of online shopping, customers continue to want uniquely tailored, specifically targeted shopping experiences that make them feel appreciated and listened to.
According to a study by PYMNTS.com, 30% of consumers are willing to switch retailers for a tailored shopping experience.
This is why many online retailers are constantly finding new ways to engage their customers to replicate that smile, thank you and handshake provided by the in-store experience—only digitally.
The Virtual Smile, Thank You And Handshake
With an open rate of up to 98%, e-commerce text message marketing is a great pathway to providing the virtual smile, thank you and handshake customers crave in today’s decentralized and tech-driven world.
One recent study showed that 91% of customers are interested in signing up for business texts, with more than half of respondents stating they already had, and customers have come to expect four to six texts per month from a company they do business with.
This begs the question: What are some e-commerce marketing text messages you can start sending today that will help build a stronger customer relationship and give you an edge against your competition?
Here are eight types of text message opportunities companies can take advantage of to improve their e-commerce text message marketing strategy today.
1. Post-Purchase “Thank You” Texts
Shortly after a customer buys an item, consider sending them a text confirming that their order has been received and thanking them for their purchase. A post-purchase text can give them peace of mind that their order has been successfully received and ensure they feel valued for their patronage.
Hi, Connor! Thank you for your purchase of the Phoenix Cobalt Wallet. It will ship within two days. Once your order ships, we will text you with tracking information. If you have any questions, reply here.
2. Shipping Status Updates
These post-purchase text messages are essential. By keeping your customer up-to-date on shipping information, you can help reduce strain on your customer service teams.
Woohoo! Your Phoenix Cobalt Wallet is on its way! You can track your order at this link. Thank you again for your business!
3. Instructions And Product Tips
These types of text messages show that your company cares about your customers even after purchase.
Hi, Connor! Your Phoenix Cobalt Wallet is on the way! While you wait, why not check out these tips on how to assemble it with this short video?
4. Requests For Feedback
Requesting feedback through a third-party website can provide valuable insight into how customers feel about their purchase experience and your company. This can then be used to help improve your customer service.
Make sure not to make it feel as if you’re only asking for a star rating. Consider providing a text box to have the customer talk about their experience in their own words. Offering incentives can also increase replies.
Thank you for being a customer! If you have the time, please fill out this short survey and tell us about your experience. We’d love to hear from you! Fill out the survey and receive 10% off of your next purchase!
5. Subscription Reminders
If your product has a relatively short lifespan and you don’t offer a subscription service, it can be beneficial to set up replenishment reminders.
Consider, for example, a company that sells handmade, all-natural, masculine-scented soaps. About a month after purchase, you might send a text message asking if they’re running low while reinforcing your unique selling point.
Hi, George! Even the Lochness monster runs out of soap eventually. We have all the goodies you need to restock, stay clean and keep smelling as amazing as the picturesque Scottish countryside—with no harsh chemicals!
6. Cross-Selling And Upselling To Other Products
After a customer has purchased from your business, you have an idea of what they like. Using that knowledge to cross-sell can boost your company’s profit margin. If someone has purchased skiing goggles, for example, chances are that they’re interested in other skiing equipment.
Hi, Natalie! Winter is upon us! Check out this year’s new line of skiing apparel and equipment and stay fashionable on the slopes this season! Shop now and get 25% off your next order!
7. Requests For Customer Referrals
Sending post-purchase text messages asking for referrals—while providing an incentive to do so—is a great way to increase business. People tend to trust their friends’ and families’ recommendations over those of strangers. Be personable with your request.
Hi, Jenna! Sharing is definitely caring. Refer a friend or family member to our bespoke line of cosmetics,, and they will get $20 off their first purchase of $100—and you get $20, too!
8. Savings On Future Purchases
Offering savings on future purchases is another great sales driver.
Happy savings, Jenna! With your purchase of over $100 today from Emerald Boutique, you have received a coupon for 15% off your next order. Valid thru 10-19-2022.
Making Your Marketing Touchpoints A Win-Win.
As you can see, there are a variety of methods and formats that your business can use to reap the rewards of embracing SMS post-purchase messaging. Existing customers expect to receive these types of messages, and your business can notch more wins by simply adding them to the mix. It’s a win-win!
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