Alongside social media and email, SMS is one of the best marketing tools businesses should be using today. While SMS lacks the visuals of other marketing techniques, it leverages a powerful and wide-reaching network for immediate communication with your customers and audience. That means SMS is one of the most powerful tools for growing your business’ reach and retention. We’ll explain in more detail why your business should be sending your customers texts.
SMS or texting is simply one of the best ways to communicate with your customers and clients. Over 5 billion people in the world have mobile phones and another billion at least have access to one. In Canada, over 88% of the population has their own smartphone and over 45% check their phone at least every half-hour. Plus, unlike apps or other communication methods, phone users rarely silent or mute their text notifications. This combination means SMS offers a reliable marketing and communication channel with an incomparable reach.
A powerful communication method means little if people don’t like using it. Thankfully, that’s not the case for SMS. Instead, customers prefer SMS communication to other methods, particularly phone calls. That’s not just for friends and family either. Over 93% of customers want businesses to communicate to them through SMS texts. That preference and the direct contact to users’ phones has incredible results, with SMS messages averaging at staggering 98% open and 45% response rates. This makes it both an extremely efficient and cost-effective marketing channel.
There are numerous platforms for SMS messaging like Klaviyo that include automations. These can be used to update customers about their packages, orders, or appointments. Automatic cart reminders or new product/service announcements through SMS are also perfect for helping to drive sales and foster retention. The immediacy of these updates is convenient for customers and their automation requires little-to-no input from your business to send. SMS updates can be tied directly into your ecommerce platform just like emails. This will easily allow you to send updates on either or even both powerful marketing channels.
Over the past decade of long holds and confusing phone menus, people have developed a distaste for customer service call centers. As a result, chat and text forms of customer service have become their preference. These don’t require customers waiting on hold and can be done at the same time as work or another task. As a result, SMS offers customers more flexibility and they feel their personal schedule is respected. SMS customer service is also beneficial for businesses who can automate simple requests or questions. This allows staff to address more complicated issues more quickly. This is especially useful in SMS, because people and your business can communicate with each other without relying on cellular data.
Texting is convenient, which is why we all tend to communicate with our friends and family through SMS. That’s the same reason why SMS is great for businesses to collect feedback from their customers. Simple messages that ask customers to rank a previous product or to answer a poll require only a numerical response, which customers can send in a second. In turn, your business collects valuable customer feedback. The same convenience is also great for getting customer confirmations or any other quick responses.
SMS is not as versatile as some other marketing channels. It can’t include high resolution images, easy to click buttons, or lengthy text. While that can be a limitation of SMS generally, it’s also a key factor for its marketing success. Its simplicity and concision make it perfect for quick and direct communication that can still impact its audience. Not every message you send customers or audience needs to be lengthy to generate buzz and sales. Ads are also sometimes only a sentence or two, and yet can still generate impressive returnsfor your business.
You should now have a good sense of why SMS is a powerful marketing tool for any business. It leverages the power of a wide communication network that can be found at nearly everyone’s fingertips. Using SMS will help your business grow its reach while providing customers with convenience. If you’re ready to start incorporating SMS into your digital marketing strategy, looking to optimize your messaging, or want to learn more, be sure to contact our marketing team at Rosewood.