5 ways SMS can be used to drive engagement

Topic: SMS Marketing, User Experience
Graphic of a person with a megaphone and red alert message boxes to represent how to drive customer engagement

Are your messages getting opened but not converting? If you’re wondering how to improve customer engagement via SMS, here are 5 ways.

With an open rate of 98%, SMS is an excellent channel for getting your messages opened and seen. However, a top-performing SMS campaign isn’t measured by just open rate – your conversion rate also plays an important role. 

So how do you build a mobile messaging experience that not only catches attention but also compels your customers to interact? 

How to improve customer engagement with SMS

  1. Personalise every text message
  2. Send exclusive offers
  3. Create a sense of urgency
  4. Be everywhere
  5. Create and drive the fear of missing out

1. Personalise every text message

Nearly three-quarters of consumers (72%) expect businesses to recognise them as individuals and know their interests. Additionally, a personalised advert converts 10 times better than a non-personalised one. So, if you’ve mostly been sending text blasts and the same generic message to all of your subscribers, it’s time to try personalisation. Here are some examples:

  • Use your subscriber’s first name. This is a piece of data you should be gathering anyway and SMS messaging solutions will allow you to add a personalisation token.
  • Engage in two-way conversations via SMS. You can find out more about your subscribers’ needs and preferences, which is insight you can then use to send tailored recommendations.
  • Trigger messages based on real-time events. Think along the lines of abandoned cart reminders, birthdays or anniversaries.

2. Send exclusive offers

Make your customers feel special by sending them exclusive offers. People are less likely to give their phone number away compared to their email addresses, so ensure the offers shared over SMS are even better than the offers shared via email.

Here are some examples:

  • Early sales access
  • Launch previews
  • Unique discount codes
  • Special gifts and rewards

3. Create a sense of urgency

When you create a sense of urgency, your subscribers are more likely to act. Here are some ways to do that via SMS:

  • Set a time limit and send regular reminders, along with that they might miss out on.
  • Ensure your call to actions (CTAs) are clear.

4. Be everywhere

Customers typically move across various channels throughout their journey with a business. For example, they may move from social media to email to website to mobile messaging before they make a purchase. And it might not even be in one journey – many customers might leave without making a purchase, only to be drawn back when they receive an email or SMS, or see another advert.

That’s why you need a multichannel communication strategy. It’s not about using as many communication channels as you can at once. It’s about being present on the same channels as your customers so you can meet them where they already are. 

5. Create and drive the fear of missing out

Whether it’s a seasonal sale, a product launch or an upcoming event, making your customers think they’re missing out on something valuable might be just the thing that gets them to act. 

  • A countdown to drive anticipation
  • Sneak peeks and summaries
  • Behind-the-scenes content
  • User-generated content – such as photos or videos taken by real customers
  • Reviews and testimonials

SMS can also be used to send appointment reminders to reduce no-shows.

Is SMS the missing piece in your customer engagement puzzle? 

As technology advances, it’s becoming easier to get lost in the noise. Your choice of communication channels can be the difference between a highly converting campaign and one that flops. 

Ready to try SMS alongside your current communication channels? Start your free trial with us today.

Author Avatar
Mayzin Han

Marketing strategist with 8 years of experience, 5+ of which in B2B tech. Currently the Senior Marketing Program Manager at Commify, I work closely with field marketing teams who sit across EMEA and APAC to strategise and create campaigns that meet customer and prospect needs. My background in content marketing means that I'm passionate about all things words, grammar and punctuation. In my free time, I like to run, box and torture myself at spin class because lots of cardio means you can eat what you want!