What are the best ways to use SMS to improve customer satisfaction in your retail store?

1 Why use SMS for retail?

SMS is a powerful tool for retail because it has several advantages over other channels of communication. SMS is fast, reliable, and cost-effective. It can reach your customers anytime and anywhere, even when they are offline or have limited data. SMS also has a high open rate, with 98% of messages being read within three minutes. Moreover, SMS can create a personal and engaging connection with your customers, as it allows you to address them by name, customize your messages, and use emojis and other creative elements.

2 How to get started with SMS?

Before you start sending SMS to your customers, you need to follow some basic steps to ensure compliance and best practices. First, you need to obtain your customers' consent to receive SMS from you, either through an opt-in form on your website, a keyword on a flyer, or a checkbox at the checkout. You also need to provide an easy way for them to opt-out, such as a STOP keyword or a link. Second, you need to choose a reliable and reputable SMS provider that can handle your volume, frequency, and features. Third, you need to segment your customers based on their preferences, behavior, location, and other criteria, so you can send them relevant and targeted messages.

3 What to send via SMS?

Sending messages via SMS can be a great way to improve customer satisfaction in your retail store. Alerts can inform customers about new arrivals, sales, promotions, events, or changes in store hours or policies. Offers such as coupons, discounts, freebies, or loyalty rewards will entice customers to visit or buy online. Feedback requests can help you understand customer satisfaction, suggestions, or complaints and use them to improve service and products. Reminders can help customers remember appointments, reservations, or deliveries and reduce no-shows and cancellations. Tips can educate customers about products, services, or industry trends and position you as an expert source. Lastly, thank you messages will show appreciation for purchase, loyalty, or referral and make customers feel valued and special.

4 How to optimize your SMS?

To make the most out of your SMS campaigns, you need to optimize your messages for clarity, impact, and action. Keep your message short and simple by using clear and concise language, avoiding jargon and abbreviations, and limiting your message to 160 characters or less. Also, include a call to action by telling customers what you want them to do, such as visit your store, shop online, reply, or click a link. Personalize your message by using customers' names, preferences, or purchase history while tailoring it to their segment, location, or occasion. Lastly, experiment with different messages, timings, and frequencies and track your results such as open rate, click-through rate, conversion rate, or feedback rate in order to improve future campaigns.

5 How to avoid SMS pitfalls?

SMS is a great way to improve customer satisfaction in your retail store, but it's important to follow some common sense rules to avoid any potential pitfalls. For example, don't send too many messages too often or at inappropriate times, as this can annoy your customers and make them opt-out or report you as spam. Additionally, ensure that the messages you send are relevant to your customers' interests, needs, and expectations. Ignoring or deleting customer feedback can also damage your reputation and relationship; instead, acknowledge, thank, and address responses promptly and professionally.