What is Conversational SMS Marketing
Text messaging is supposed to be personal, that's why conversational text messaging provides a unique and personalized experience, where users can engage with a brand, text back and get real-time answers to their questions
Why does Conversational SMS Marketing matter
Conversational SMS is a two-way message stream, with its main benefit being the ability of users to text back and not wait for hours for a reply from customer service teams. On top of that, there are several key benefits of incorporating conversational SMS in the marketing mix of eCommerce brands:
Benefits of Conversational SMS Marketing
Real-time insights and feedback
- Helping merchants take data-driven decisions
- Helping merchants find otherwise undetected problems or areas of improvement
Improved shopping experience
- Bringing the in-store shopping experience online
- Offering customers a personal shopping assistant free of charge
- Delivering human-powered product recommendations
- Offering a Premium experience for shoppers
- Reducing customer support tickets
Consistent results
- Conversing with actual people behind each text
- Increasing conversion rates
- Increasing customer LTV
Builds trust and customer relationships
- Creating a personalized experience for customers in a conversational tone
- Offering shoppers someone to reach out to instantly
- Allowing customers to feel safe when purchasing for the first time
- Showing customers that someone actually cares about them
- Listening to what your customers are saying
- Providing actual value to the customer
Quicker reply rates, like in an actual text conversation
- With automated texts when someone replies they are getting routed to support which can take hours or days to reply
First-hand support
- 24/7 Support
- Help with payment issues
- Help navigate technical hurdles
- Answer product questions
- Answer shipping related questions
- Solves pain points
Low unsubscribe rates
- Because of the human tone, people are less likely to unsubscribe
