Automated Text Messages in E-commerce: Impact on Conversions

Intro

ECommerce has become increasingly competitive as all online businesses strive to capture the attention and loyalty of their customers. They are constantly exploring new strategies to grow their store and enhance their marketing efforts.

One such strategy that has gained significant popularity is automated text messages. These personalized messages sent to customers' phones can have a profound impact on your conversion rate. It's known that SMS text messages have high open and engagement rates, thus, utilizing such a tool will only make your eCommerce marketing strategy stronger.

In this article, we will explore the importance of automated text messages in eCommerce and how they can positively influence conversion rates. But first, let’s understand what it is and where eCommerce owners can use automate texting:

What is Automated Text Messaging?

Automated text messaging is a part of the SMS marketing strategy that refers to scheduling and sending text messages to your prospects or customers. These messages are triggered after certain actions by users or events such as signing up, making a purchase, or cart abandonment.

The content of these triggered-based messages can vary depending on the goal or the purpose of the message. For instance, transactional messages will include details for order payment and confirmations whereas promotional messages will include details about special deals or discounts.

Automated text messaging is an effective marketing tool because it capitalizes on the high open and response rates of users. Unlike emails or social media posts, which can easily get lost or overlooked, text messages are read promptly, increasing the chances of customer engagement and conversion.

However, when using an automated text message system or strategy, eCommerce businesses must adhere to best practices and comply with regulations. You need to ensure that your customers have given proper consent to receive messages and provide clear opt-out instructions.

By using this marketing approach ethically, businesses can harness the power of automated text messaging to drive conversions and achieve their eCommerce conversion goals.

How eCommerce Owners Can Use Automated Text Messaging for Increased Conversions

Automated text messaging offers a powerful tool to engage customers in a personalized manner, leading to increased conversions and customer satisfaction.

1. Send Personalized Recommendations & Communications

With automated text messaging systems, you can personalize communications with your prospects and send tailored recommendations to each customer. Doing so helps eCommerce owners create more meaningful relationships with their customers and connect with their audiences in a better way.

However, it's essential to ensure compliance with FCC one-to-one consent regulations when using automated systems. Personalized messages can include product recommendations, exclusive discounts, or updates on order status. To personalize and automate your text messages, segment your customers into different groups based on their purchase history, demographics, preferences, and other aspects.

Start your message by addressing their name and recommending relevant products to include personalization elements that help increase conversions. Adding personalization to your automated text messages is easy when using an SMS marketing automation tool. All these personalized communications can make customers feel valued and understood.

2. Time-Sensitive Deal Campaigns

Sending time-sensitive deals and offers is one effective way to drive conversions through automated text messaging. By sending limited-time discounts or promotions directly to customers' phones, eCommerce businesses can create a sense of urgency and encourage immediate action.

This approach taps into customers' fear of missing out (FOMO) and can significantly boost sales within a short timeframe. Craft your messages that emphasize the same and highlight the exclusive deals or discounts available for a limited time.

You can also set up reminders for upcoming events like flash sales or early bird discount offers for your products that are surefire ways to increase conversions. However, remember to carefully plan your offers, craft compelling messages, and deliver them at the right time to maximize the impact on customer engagement and conversions.

3. Abandoned Cart Recovery SMS Campaigns

According to Baymard's research, the average cart abandonment rate is over 70% while others have reported the same over 80% for online stores. Cart abandonment is a common challenge for eCommerce businesses and there are various reasons why they leave your website. find out more.

However, automated text messages provide an opportunity to recover those carts and lost sales. By sending a friendly reminder to customers who have abandoned their carts, businesses can entice them to complete their purchases. Also, offering incentives like free shipping or a small discount can act as a powerful trigger to convert potential sales.

You can automate such text messages by using the SMS automation software API and setting up triggers. These triggers become active whenever a user abandons your site after adding a product to the cart and help you recover those lost sales, ultimately increasing your conversion rate.

4. Order Confirmations & Tracking

Another use-case of automated text messaging for eCommerce is sending order confirmations and shipment tracking SMS. These automated messages help reassure customers that their orders are successfully placed and offer transparency throughout the shipping process.

Again, these text messages are event-based and are triggered whenever a user makes a purchase from your eCommerce website. Additionally, you can automate these texts by integrating the SMS software API with your system and start sending text messages to keep customers informed and enhance their overall shopping experience.

The biggest benefit of automating such messages is that they are sent almost instantly and include details such as item name, quantity, order total, payment status, etc. Further, customers can track their orders from the link included in the automated text message sent after the order has been shipped. This allows customers to stay updated on the whereabouts of their orders.

Thus, by leveraging automated text messaging for order confirmations and tracking, you can provide customers with a seamless shopping experience. These messages enhance communication, reduce customer inquiries, build trust, and impact your conversions.

5. Customer Feedback & Reviews

Feedback and reviews are essential for establishing credibility and influencing purchasing decisions. Automated text messages can be used to request feedback and encourage customers to leave reviews. By making the feedback process convenient and seamless, businesses can gather valuable insights while also gathering user-generated content that helps drive conversions.

To encourage your customers to leave feedback, use a friendly and conversational tone that persuades them to take action. Moreover, you need to time your automated feedback and review text messages perfectly and send them within the first couple of weeks to get a reply.

Also, you can incentivize your customers and include details of what they’ll get once they write feedback for the product they purchased. And lastly, express gratitude to customers who have already provided feedback or reviews. Doing so further enhances their experience and helps them make repeat purchases from your brand.

Best Practices for Implementing Automated Text Messages

When implementing automated text messages, it is essential to follow certain best practices to maximize their impact. Here are some key considerations to keep in mind:

• Obtaining proper consent from customers before sending automated messages.
• Providing a clear way out for customers to leave your messaging list.
• Segmenting customers based on their preferences and purchase history.
• Personalizing messages to create a meaningful connection.
• Keeping messages concise, clear, and engaging.
• Testing different message formats, incentives, and sending times.
• Monitoring and analyzing key metrics to make data-driven improvements.

Wrapping Up

Automated text messages have emerged as a powerful tool in e-commerce, driving conversions, and enhancing customer engagement. With automation in the SMS channel, you can personalize your communication with targeted messaging and offer time-sensitive deals, recover abandoned carts, send order confirmations & tracking details, and ask for customer feedback.

This can significantly influence your customer experience and boost your bottom line. When implemented shrewdly and ethically, automated text messages can provide a competitive advantage to your eCommerce business to thrive in this digital realm and impact your conversion rate positively.