Transactional SMS triggers are a great place to begin your SMS program. Getting texts with order updates, shipping confirmations, and account creations allows you to build a level of SMS trust and transparency.
HIGH-ENGAGEMENT SMS TRIGGERS:
Some of the high-engagement SMS triggers include:
- Order confirmation
- Shipping confirmation
- Payment updates
- Delivery fulfilled
- Updates and reminders
- Appointment confirmation
- Order replenishment
All of these triggers serve as traffic generators back to the right destination and should be highly dynamic. These kinds of messages are non-intrusive and incredibly relevant to customers. Plus, it reduces customer service inquiries, calls, and emails about order details or other needs, giving your CS team a well-deserved break.
BENEFITS OF BUILDING YOUR SMS PROGRAMS:
Building your SMS program around transactional triggers will position you as a genuine source of help and education. Think of how you would communicate with a friend if they got an order they were anxiously waiting for; you’d excitedly ask, “Hey, how was the delivery?” or “Need help setting it up?”
USE SMS AS A CONVERSATIONAL SOURCE:
In my blog post on Post-Purchase Hourglass, you’ll learn that helping your customers adopt their product will help you go a long way toward building customer loyalty and lifetime value. Use SMS as a source to be conversational, helpful, and educational before promotional.
BUILD PROMOTIONAL TRIGGER :
After you turn on the personalized transactional triggers, start building out the promotional triggers like welcome, cart abandonment, and browse abandonment. You’ll need to map out what the journey looks like so as not to conflict with email but rather reinforce the journey and delight the customer. Set the tone for what to expect via SMS in the same way you do for email. I hope you found this post helpful I will continue with step three in my next blog post.