Personalize Ecommerce Communication with SMS for Revenue

Dive into SMS for ecommerce, uncovering methods, strategies, and the importance of choosing the right platform, along with use cases and benefits.

Mathew Gorka

By Mathew Gorka

September 4, 2023

10 min read

Personalize Ecommerce Communication with SMS for Revenue

When it comes to ecommerce, one channel that has been gaining traction and delivering impressive results is SMS marketing. In this article, we'll explore why customer communication is critical, why SMS is the best channel for ecommerce, various ecommerce specific SMS methods and strategies, and why choosing the right platform is crucial.

Why Customer Communication is Critical

Ecommerce giants and small businesses alike have turned to business text messaging to champion their customer communication. Customer communication lies at the heart of any successful ecommerce venture. It's not just about selling products; it's about building relationships.

Building Trust

Trust is the currency of the digital age, and it's something that can't be underestimated. When customers visit your online store, they're essentially engaging in a transaction with a faceless entity. This can be a daunting prospect for many consumers. Effective communication helps bridge this gap and build trust.

Imagine a scenario where a customer encounters an issue with an order they've placed on your ecommerce platform. How you handle this situation through communication can make all the difference. Prompt, clear, and empathetic communication can reassure the customer that their concerns are being taken seriously. It demonstrates that your business is not just there to make a sale but is genuinely interested in their satisfaction.

Fostering Brand Loyalty

Customer loyalty is the holy grail of ecommerce success. When customers have a positive experience and feel valued, they are more likely to become loyal to your brand. They'll not only return for repeat purchases but also become brand advocates who recommend your products or services to their friends and family.

Effective communication plays a pivotal role in nurturing this loyalty. It allows you to engage with customers beyond the point of sale. You can keep them informed about new products, special offers, and relevant content. By staying top-of-mind, you increase the likelihood that they'll turn to your brand the next time they need a similar product or service.

Increasing Customer Lifetime Value (CLV)

Customer lifetime value (CLV) is a crucial metric for any ecommerce business. It represents the total revenue a customer generates for your business over their entire relationship with your brand. Effective customer communication directly impacts CLV. While there are many metrics that good business messaging will impact, CLV is one of the most important.

Effectively Communicating Cross-Sell and Upsell Opportunities with Business SMS

When you communicate effectively with your customers, you not only encourage repeat purchases but also upsell and cross-sell opportunities. You can recommend complementary products or services based on their purchase history, preferences, and browsing behavior. By doing so, you maximize the value of each customer, turning them into long-term assets for your business.

Word-of-Mouth Marketing

Happy customers are your best marketing asset. When customers have positive experiences with your brand and feel a genuine connection, they are more likely to share their experiences with others. This word-of-mouth marketing can be incredibly valuable, as it comes with a level of trust and credibility that traditional advertising can't replicate.

In essence, customer communication is not just about conveying information; it's about creating an emotional connection. Good business text messaging shows your customers that you value them, that you're attentive to their needs, and that you're committed to delivering a superior experience.

Why SMS is the Best Channel for Your Business Messages

Despite the myriad of communication channels available to ecommerce businesses, SMS stands out as a highly effective option.

Here's a list of reasons why SMS is the best channel for business:

  1. Immediate Delivery: SMS messages are typically opened within minutes of receipt, making them ideal for time sensitive promotions and alerts.
  2. High Open Rates: SMS boasts incredibly high open rates, often exceeding 90%, ensuring that your message gets noticed.
  3. Personalization: SMS allows for personalization at scale, addressing customers by name and tailoring content to their preferences.
  4. Direct Engagement: SMS provides a direct line to customers' pockets, making it a convenient and familiar medium for communication.

Different ecommerce specific SMS Methods and Strategies

Cart Abandonment Reminders

Cart abandonment is a common challenge for ecommerce businesses. Customers often add items to their carts but leave before completing the purchase. This is where ecommerce text messaging comes to the rescue. By sending SMS reminders to customers who have items in their cart but haven't checked out, you can rengage them and encourage conversion. Want to dive deeper? Here’s our article on Abandoned Cart Recovery with SMS.

Strategy: Craft compelling and personalized SMS messages that remind customers of their abandoned carts. You can sweeten the deal by offering incentives such as discounts or free shipping to entice them to complete their purchase. These reminders serve as a gentle nudge, reminding customers of their interest and driving them back to your website.

Product Updates

Keeping your customers informed about new arrivals, restocks, or exciting product launches is vital for ecommerce success. ecommerce text messaging allows you to deliver these updates directly to your customers' phones, ensuring they stay in the loop about your latest offerings.

Strategy: When sending product updates via SMS, make sure to include enticing visuals and links for easy shopping. Use concise and engaging language to pique their interest. You can segment your audience based on their preferences and purchase history to ensure they receive relevant product updates.

Flash Sales and Limited-Time Offers

Creating a sense of urgency can be a powerful strategy in ecommerce. Flash sales and limited-time offers are highly effective at driving conversions, and ecommerce text messaging is the ideal channel to convey these time sensitive promotions. Want to dive deeper? Here’s our article on Flash Sales.

Strategy: Craft compelling SMS alerts that convey the urgency of the offer. Use persuasive language to highlight the value of the discount or deal. Include a clear call to action (CTA) and a link to the relevant product or landing page. These messages should be concise, impactful, and designed to prompt immediate action.

Order Updates and Shipping Notifications

Providing real-time updates on order status and shipping is not only a customer expectation but also a way to enhance their overall shopping experience. ecommerce text messaging enables you to keep your customers informed and engaged throughout the purchase and delivery process.

Strategy: Send SMS notifications when orders are placed, processed, and shipped. Include tracking links that allow customers to monitor their package's progress. This proactive approach not only keeps customers informed but also reduces inquiries and support requests, improving operational efficiency.

The Importance of Choosing the Right SMS Marketing Platform

While SMS marketing holds immense potential, success hinges on selecting the right SMS marketing platform. Here's why this choice matters:

  • Delivery and Reliability: A reputable platform ensures that your messages are reliably delivered, reducing the risk of missed opportunities.
  • Segmentation and Targeting: Effective targeting through segmentation allows you to tailor messages to specific customer groups, enhancing relevance.
  • Compliance and Regulations: A good platform will help you navigate the legal aspects of SMS marketing, ensuring compliance with regulations like GDPR.
  • Analytics and Insights: Advanced platforms provide analytics and insights to track campaign performance, enabling continuous improvement.

Compliance and Regulations

Before diving into SMS marketing, it's crucial to be aware of compliance and regulations. Ensure that you have proper opt-in processes in place, respect customers' preferences, and adhere to data protection laws like GDPR. Staying compliant not only keeps you on the right side of the law but also builds trust with your audience. Want to study up on compliance? The Helios blog has a section dedicated to compliance guides and best practices. Don’t want to worry about compliance? Helios has built in compliance on our platform.

Measuring and Improving ROI

To maximize the ROI of your SMS marketing efforts, measurement is key. Implement tracking mechanisms to monitor key performance indicators (KPIs) such as conversion rates, click-through rates, and revenue generated. Analyze the data and use insights to finetune your campaigns continuously. Experiment with different message types, timing, and targeting to optimize results.


By understanding the critical role of customer communication, leveraging SMS as the preferred channel, employing commerce specific strategies, and choosing the right platform, you can unlock the full potential of SMS marketing. So, embrace the power of texting and watch your ecommerce business thrive.

Text message marketing that converts.

Turn your leads into customers. Helios provides all the tools to help you craft perfect SMS campaigns and automate the rest.

Text to join