If you think ecommerce personalization only limited with email marketing, that’s simply not true. Today, customers expect seamless, personalized experiences across every channel and every touchpoint. For ecommerce businesses, personalization isn’t just a good-to-have any longer, it’s a must-have.
And right after email marketing, here comes SMS marketing where we can leverage personalization effectively for our businesses.
What is SMS Marketing?
SMS has become an increasingly popular way for businesses to build more direct relationships with their customers. SMS marketing is a digital marketing strategy that involves sending promotional messages via SMS to prospects and customers. It is a direct form of communication where you can reach your target audience instantly on their mobile phones. With high open rates and quick response times, SMS messages allow you to deliver timely promotions, updates, and alerts, driving engagement and conversions effectively. (You can learn more about SMS marketing in our SMS Marketing Strategy 101 article).
What is SMS personalization (and why is it important)?
Since it is cheap, easy, fast, direct, and effective; every brand should consider using SMS marketing. However, to be successful in SMS marketing, you must ensure that your customers read and engage with the texts you send. The first way to achieve this is through personalization.
SMS personalization in e-commerce refers to the practice of tailoring text messages sent to customers based on their individual preferences, behaviors, purchase history, demographics, etc. SMS personalization is so important that 72% of consumers say that they only engage with personalized messaging.
Unlike generic SMS marketing messages, personalized SMS messages are customized to make them more relevant and engaging to each recipient, with the aim of improving customer satisfaction, increasing engagement, driving sales, and ultimately fostering stronger customer relationships.
By providing meaningful and valuable messages to each of your customers, you can maximize the effectiveness of your SMS marketing efforts while increasing customer satisfaction and loyalty.
In summary, here are benefits of SMS personalization:
- Increases engagement,
- Improves conversion rates,
- Improves the customer experience,
- Helps in increasing the brand loyalty,
- Gives you better return on investment.
How can you make your marketing SMS more personalized?
By leveraging customer data and segmentation techniques, you can create more targeted and relevant SMS campaigns that resonate with your customers. Personalized messages are created using user data, such as name, birthday, location, age, gender time zone and buying behavior. You can use this information for both promotional and transactional SMS campaigns.
To make your marketing SMS more personalized, consider implementing the following strategies:
- Segment Your Audience: As we said in e-mail personalization topic, personalization starts with segmentation. Divide your audience into segments based on factors such as demographics, past purchase behavior, interests, etc. This way, you can send them messages that closely match their expectations.
- Address Recipients by Name: You should use the recipient’s name in the SMS message to create a more personalized connection. This adds a personal touch, making them feel like you are directly talking to them.
- Customize SMS Content: Based on the recipient’s preferences, purchase history, past interactions with your brand and browsing behavior, you should personalize the content of your SMS messages. For example, you can include product recommendations or exclusive offers. Avoid sending generic offers that may not be relevant to the recipient.
- Send Timely Messages: The right timing increases the chances of your customers seeing and responding to your SMS message. You should send messages at the right time based on the recipient’s time zone, previous engagement patterns, or specific events or milestones. By timing your messages appropriately, you can maximize their impact and relevance.
- Encourage Interaction: To encourage customers to engage with your messages and take action, you should include interactive elements such as polls, surveys, or clickable links. This not only increases the likelihood of a response but also provides valuable data for further personalization.
Personalized SMS examples:
You can send SMS marketing messages for welcoming new subscribers, asking for filling out surveys and reviews, announcing special offers (limited-time sales, free shipping), loyalty programs and rewards, SMS coupons, new product arrivals, flash sales or seasonal sales, following up on abandoned carts and more.
Below are examples of personalized SMS messages:
Abandoned cart reminder SMS:
Hi [Customer Name],
Something was left in your cart! Come on back and grab it before it’s gone. [Link to Cart]
or
Hi [Customer Name],
Forgot something? You left items in your cart at [website]! Click here [Insert Link] to return to your cart and complete your purchase. Don’t miss out!
or
Hi [Customer Name],
We noticed you didn’t complete your purchase of [Product Name]. You can complete it using this link [Insert Link].
Product Alert SMS
We’re excited to launch [New Product Name]. Use this code [Code Number] in your next checkout for a [X%] discount.
or
Exciting news [Customer Name]!
Introducing [Product Name], the latest addition to our collection. Discover its amazing features and benefits at [Insert Link]. Limited stock available, so get yours now!
or
Hi [Customer Name],
We’ve got a huge sale right now for our VIP customers, and you’re invited! With [Discount Amount] % off all regular price items, you won’t want to miss this.
Shop now: [Link].
Special birthday discount SMS
Happy birthday to you, [Customer Name]!
To celebrate your special day, get a X% discount on your next order.
or
Happy Birthday, [Customer Name]!
Enjoy this [discount/offer] on your next purchase. Visit [website] and use this code [promo code. Have a great day and thank you for being a valued community member!
What Herogi offers regarding SMS personalization for e-commerce businesses?
Our product Herogi offers below regarding SMS personalization for your e-commerce business:
- Herogi was built with the idea that it should integrate and support different use cases to support webhooks that can connect to any API your brand needs. And Herogi supports SMS sending functionality via multiple vendors such as Twilio. You can easily integrate with Herogi and use your existing account to send SMS.
- As we explain earlier, segmentation is an important part of personalization. Herogi provides a rich customer data platform readily available to design complex customer journeys. Herogi keeps different customer information such as first name, last name, country, time zone, gender, city, language, subscription information etc.
Herogi identifies which segments each user should be part of with dynamic segmentation. Dynamic nature of segments adapts with changing users’ attributes nicely, so you don’t need to worry about keeping segments up to date. It automatically adds or removes users from segment.