SMS and the Customer Experience

SMS and the Customer Experience

2 minute read

Feb 22, 2016

Just how much of an ‘experience’ do your customers currently receive?

Does your work stop when you’ve convinced someone to buy from you? All the smart research says this is where it should begin…

The value of getting your customer familiar with and excited about your brand is obvious: in eCommerce 43% of revenue stems from repeat purchases. With the very top earners, this hovers around the 75% mark (David Williams; RJMetrics).

So, how do you achieve getting a customer to buy from you a second (and third…and fourth…) time? By making their first-time experience with you truly memorable. After all, you never forget the first time!

How? Tell your customer ‘Thank you’. But not in the default, boilerplate way – inject some life into it. Let them know their order has been picked. Then dispatched. How about a follow-up a week after delivery – thanking your customer for their order, and asking for feedback? A discount code for their next purchase really helps at this stage.

It’s about keeping your customer excited, stamping your personality on their journey, branding the touchpoints and staving off the dreaded buyer remorse.

You’re smart people. You already do this, right? You have automated email pathways that do all that. And that’s great… if your emails are read. But, as discussed in this post, they’re just clutter in the mind of an already overloaded consumer.

The alternative? SMS. Letting your customer know by text. The advantages are obvious:

• 91% of adults keep their smartphones within arm’s reach
• 97% of people open a text within 4 minutes of receiving it
• 19% of people will click the URL in an SMS, compared to just 4.2% for emails
• 57% of consumers would consider opting into a brand’s SMS loyalty programme
• 30% is the average response rate from SMS campaigns. Email campaigns? Just 4%

And if mobile spend is on the increase with your company, doesn’t it make sense to use a medium that naturally aligns with shopping in this way?

VoodooSMS integrates seamlessly with all major eCommerce platforms. We have ready-to-go plugins and modules for Shopify, Opencart and Woocommerce. Even better, our massively-popular Magento plugin is 2.0 ready. Simply register for a free VoodooSMS account, install and you’re away.

Informed customers are happy customers. And happy customers are repeat customers. And repeats customers make for very happy etailers. Ready to boost your customer experience? Register for a free account online, or discuss with one of the VoodooSMS team on 0800 971 7111

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