How to Use SMS Services for Customer Engagement: A Complete Guide for Marketers

MYTH: Nobody reads texts from businesses. REALITY: SMS has a 98% open rate.

The marketing graveyard is filled with brilliant campaigns that simply weren't seen. Why? Probably because the wrong marketing channel was used.

While everyone's drowning in a sea of unread emails and skipping past social media ads, text messages still have that magical "gotta check it now" quality. And smart marketers are all over it.

Ready to join the texting revolution? Let's dive into how you can use SMS to turn casual browsers into ride-or-die customers. Trust me, your engagement metrics are about to get a serious glow-up.

What is SMS Customer Engagement?

SMS customer engagement is exactly what it sounds like – connecting with your customers through good old-fashioned text messages. But we're not talking about sending "u up?" texts at 2 AM. We're talking about strategic messages that build a good relationship with customers and drive action.

SMS engagement comes in all shapes and sizes:

• Flash sale announcements that create FOMO
• Shipping updates so customers aren't left wondering
• Appointment reminders that reduce no-shows
• Quick polls to gather feedback
• Customer service convos that solve problems in real-time

The stats don't lie – most texts get read within five minutes of delivery. And emails? Well, good luck with that...

Benefits of Using SMS for Business

Real-time Communication That Actually Gets Noticed

Let's be real – nobody's sitting around refreshing their inbox for your latest email newsletter. But text messages? They demand immediate attention. Need to get the word out fast about a flash sale or last-minute event? Nothing beats SMS.

Open Rates That'll Make Email Marketing Jealous

We already dropped that 98% open rate stat, but it’s worth repeating. Almost everyone reads their texts. Your carefully crafted message goes straight to your customer's eyes.

Emails might get lost in the spam folder. But texts? They do get the spotlight almost always.

Conversion Boosts That Actually Move the Needle

When customers get personalized offers via text, they're more likely to take action. As per the stats, SMS marketing drives 29% higher conversion rates compared to email campaigns. Ka-ching!

The Perfect Wingman for Your Other Marketing Channels

SMS isn't about replacing your email or social strategy – it's about making it better. Here are a few ideas that you can build on:

• Send a text to highlight your most important email campaign.
• Text a reminder about your latest Instagram contest.
• Use SMS to drive traffic to your newest YouTube video or podcast episode.

Follow up an in-app notification or push alert with a short text for added visibility.

In short, use SMS as the cherry on top of your marketing sundae.

How to Use SMS Services to Engage Customers

1. Choose the Right SMS Provider

Not all texting platforms are created equal, folks. You need one that's reliable, user-friendly, and packed with features that'll make your life easier.

Look for these must-haves:

• Rock-solid deliverability rates
• Easy-to-use interface (ain't nobody got time for complicated tech)
• Automation capabilities
• Detailed analytics to track what's working
• Integrations with your existing marketing tools

Speaking of awesome providers, Easify checks all these boxes and then some more. Setting up SMS campaigns is as easy as ordering takeout. And the analytics dashboard? Chef’s kiss. It serves up all the vital data without the headache of digging around for it.

"Start Engaging Customers with SMS Today — Try Easify Free"

2. Keep Messages Concise and Clear

Think of SMS like a billboard on the highway - you’ve got seconds to make an impact.

Standard texts have a 160-character limit before they split into multiple messages. That's not much real estate, so make every character count:

• Cut the fluff
• Front-load the important stuff
• Make the value crystal clear

Bad example:

Good example:

"Hey Sarah, SALE ALERT: 10% OFF your wishlist this weekend! Use code WEEKEND10. Shop now!"

See the difference? The second one gets straight to the point and tells you exactly what's in it for you.

3. Personalize Your Text Messages

No customer wants to feel like just another number in your marketing database. Personalization is key to making customers feel special. When you value them, they value you.

Here are some easy ways to personalize:

Use their first name:

"Hey Jake!"

Reference their past purchases:

“Love those sneakers you bought? Check out our new styles!"

Mention their location:

"Our Boston store has a special just for you!"

With Easify by your side, personalization a breeze. You can slice and dice your audience based on purchase history, location, or browsing behavior to send ultra-targeted messages.

4. Develop a Thoughtful SMS Strategy

Don't just text customers whenever you feel like reaching out. That's the fast track to getting blocked.

Instead, build a strategy with clear goals:

• Want to boost sales? Plan limited-time offers
• Looking to reduce cart abandonment? Set up reminder texts
• Need to improve retention? Create a VIP text club with exclusive perks

Map out your content calendar just like you would for social media. This keeps your messaging consistent and prevents the dreaded "oh no, we need to send something" panic texts.

5. Automate SMS Campaigns

We’ve all heard the phrase “work smarter, not harder” right? Let’s put that into application here. Automation is your BFF when it comes to SMS marketing.

Here are a few set-and-forget campaigns that work while you sleep:

• Welcome series for new subscribers
• Birthday messages with special offers
• Cart abandonment reminders
• Post-purchase follow-ups

Easify's automation features let you send automated texts as per your convenience. Send scheduled texts or trigger them based on specific customer actions. This way, the right message gets sent at the right time with no manual work required.

6. Get the Timing Right

Texting someone at 5 AM about your sale? Good luck retaining that customer.

Timing dos and don'ts:

• DO send between 10 AM and 8 PM
• DON'T text too early in the morning or too late at night
• DO respect time zones
• DON'T text on major holidays unless it's relevant

Test different send times to see when your audience is most responsive. Morning texts might work great for coffee shops, while noon to evening messages might be perfect for restaurants.

Ready to Boost Your Open Rates? Launch Your First SMS Campaign Now!

7. Set Up Automated Responses

Make your SMS program interactive by setting up auto-replies for common scenarios.

This works great for:

• Confirming opt-ins "You're in! Get ready for exclusive deals"
• Acknowledging keywords If a client replied with the text “HELP” you could send something like: “Need assistance? Call 555-123-4567"
• Answering FAQs If a client replied with the text "HOURS” you could send something like:

“We're open Mon – Fri: 9-9"

These instant responses make customers feel heard and provide immediate value.

8. Use Surveys or Polls to Boost Engagement

The opinion of your customers matter. Tap into that with quick text surveys.

Keep it simple:

"Which flavor should we release next? Reply A for chocolate, B for vanilla"

These micro-interactions make customers feel involved and give you valuable data. Plus, customers are way more likely to respond to a text poll than a lengthy email survey.

9. Ask for Feedback

Show your customers you genuinely care by asking for their feedback via text. Let them know their input matters and that you're ready to improve based on what they share.

The key is making it painless. Here are a few things you can try:

• Include a direct link to a short review form in you text
• Ask a single, specific question they can answer right in the text
• Follow up on negative feedback personally

Here’s why it works in your favor. It boosts reviews. It also helps you spot and fix issues before they turn into public complaints.

10. Brand Your Texts

Even in a short character limit, your brand personality should shine through.

Tips for consistent branding:

• Add your brand identity

• Use your brand voice and maintain it throughout your SMS campaign
• Include signature phrases or hashtags that makes your brand stand apart

This consistency builds trust and recognition. Customers should know it's you before they even see your name.

11. Use a Clear Call-to-Action (CTA)

Every text should have a purpose. What exactly do you want the customer to do?

Effective CTAs include:

• "Tap link to shop now"
• "Reply YES to claim your discount"
• "Show this text at checkout"

Make it simple for the customer to take the next step. If they have to figure out what to do, they probably won't do anything.

12. Integrate SMS with Other Channels

Texts aren’t meant to do all the heavy lifting alone. It shines brightest when teamed up with the rest of your marketing game plan.

Smart integration ideas:

• Follow up abandoned cart emails with an SMS reminder
• Text customers about important emails they might have missed
• Send order confirmations via text and detailed receipts via email

With platforms like Easify, all your marketing channels come together in one place. It’s your email tool, dialer, messaging platform, CRM, and more - working as one. The result? A seamless, multi-channel experience.

Texting Tips: Increasing Engagement and Minimizing Opt-Outs

Don't Blow Up the Phone

Nothing will get you blocked faster than a message overload. Most customers are cool with 1 or 2 texts per week from a brand. Any more than that, and you're pushing your luck.

Permission First, Always

It's the most basic yet important law. Also, it’s good manners. Always get explicit consent before adding a customer to your SMS list. No sneaky pre-checked boxes or buried terms.

Make Opting Out Easy-Peasy

Every message should include a simple opt-out instruction like "Text STOP to unsubscribe." When someone wants out, let them go. No guilt trips or forcing them to come back.

Deliver Value Every Single Time

Each text should offer something worthwhile. It could be a discount, useful information, entertainment, or exclusive access. If customers can't answer "what's in it for me?" you need to rethink your message.

Best Practices for Engaging Customers via SMS

Test, Measure, Optimize

Like any marketing channel, SMS requires ongoing optimization:

• A/B test different offers/texts
• Try various message lengths
• Experiment with emojis vs. no emojis
• Test different CTAs

Track your results and double down on what works. Easify's analytics dashboard makes this super simple with reports on important key metrics.

Respect Frequency Preferences

Some customers might want weekly updates, while others prefer monthly. If possible, let them choose their frequency during signup.

Did you know? You can automate weekly/monthly texts with Easify. Add labels like "weekly” or “monthly” and your clients will get the message in the set frequency.

Keep an Eye on Your Metrics

The numbers don't lie. Pay attention to:

• Click-through rates
• Conversion rates
• Opt-out rates
• Response times

If you see opt-outs spike after a particular campaign, that's your cue to reconsider your approach. Wish to learn more about SMS marketing KPIs? Read here!

Elevate Sales Opportunities by Incorporating SMS into Your Marketing Strategy

Create Urgency with Flash Sales

Text messages and limited-time offers are a match made in heaven:

"24-HOUR SALE: 40% off all jackets TODAY ONLY!"

"Flash sale ends at midnight! Shop now: link"

The immediacy of SMS combined with time-sensitive offers is practically irresistible. Some other scenarios where texts work like a charm? Event reminders or personalized promos.