5 Must-Have SMS Marketing Automation Flows to Improve eCommerce Customer Retention

As an e-commerce business owner, we're sure you've undoubtedly exploited the power of email marketing to nurture leads and drive sales. But have you fully tapped into the potential of SMS marketing?

SMS or text automation marketing offers a direct, personal, and immediate way to connect with your customers. By implementing strategic SMS flows, you can enhance customer engagement, boost retention, and ultimately drive revenue. Recent SMS marketing statistics proves that a significant 73% of consumers have converted to customers after receiving a text message from a brand.

Let's go through the top must-have SMS marketing automation flows to improve retention in the e-commerce segment! 

5 Must-Have SMS or Text Marketing Automation Flows

1. Welcome Series

A warm welcome can go a long way! This automated SMS flow sends a series of personalized messages to new subscribers. It's like a digital handshake, introducing your brand and offering exclusive perks.

It is important because –

• First Impressions Matter: A well-crafted welcome message sets the tone for future interactions.
• Build Trust and Loyalty: Offering exclusive deals and personalized recommendations can quickly build trust and loyalty.
• Drive Immediate Sales: A strong welcome series can encourage new customers to make their first purchase.

For example, a new customer signs up for an online clothing store. They receive a welcome email with a 10% discount code and a link to their favorite product category. A few days later, they receive an SMS with a personalized product recommendation based on their browsing history, which might convert into a sale.

2. Cart Abandonment Recovery

Ever left an item in your online cart? So do your customers. Hence, this SMS campaign flow targets those indecisive shoppers. You can nudge them toward completing their purchase by sending timely reminders and enticing offers.

It helps your business in –

• Recovering Lost Sales: Cart abandonment is a common issue in e-commerce. By implementing a strong recovery strategy, you can significantly reduce lost sales.
• Improving Customer Experience: You can improve customer satisfaction by providing a seamless checkout experience and addressing any potential pain points.
• Learning from Customer Behavior: Analyze abandoned cart data to identify potential issues and optimize your checkout process.

For example, a customer adds a pair of shoes to their cart but doesn't complete the purchase. They receive an email reminder with a direct link to their cart and a limited-time discount code. A few hours later, they receive an SMS with a reminder about the abandoned cart and a personalized product recommendation, leading to the completion of the purchase.

3. Post-Purchase Engagement

The journey doesn't end at checkout. This SMS marketing flow keeps the conversation going with thank-you messages, shipping updates, and product recommendations. It strengthens the customer relationship and encourages repeat purchases.

Why it is important –

• Enhances Customer Experience: You can improve customer satisfaction by providing timely updates and excellent customer service.
• Encourages Repeat Purchases: You can drive repeat business by offering relevant product recommendations and exclusive deals.
• Gathers Valuable Feedback: By asking for reviews and feedback, you can gain valuable insights into your customers' preferences and improve your products and services.

For example, a customer purchases a smartphone. They receive an email confirming their order and providing an estimated delivery time. Once the order is shipped, they receive an SMS with a tracking link. After delivery, they receive an email asking them to review the product and offering a discount on their next purchase.

4. Browse and Product Abandonment 

Browse and product abandonment flows are automated email campaigns triggered when a shopper leaves your online store without completing a purchase. This approach utilizes the automotive power to re-engage potential customers.

It helps your business grow by –

• Recovering Lost Sales: Recapture potential revenue by reminding shoppers of items left in their cart.
• Enhancing Customer Experience: Provide a seamless shopping experience by offering assistance and personalized recommendations that direct them back to your website.
• Gaining Valuable Insights: Analyze abandonment data to identify pain points and optimize your website accordingly.

For instance, an e-commerce store can send a timely email to a customer who abandoned their cart, highlighting the products they left behind and offering a limited-time discount to incentivize a purchase.

5. Win-Back Campaigns

Don't let inactive customers slip away. This SMS message flow rekindles the spark with targeted offers and personalized messages. It is important for the business because it –

• Reactivates Lost Customers: You can recover lost revenue by re-engaging with inactive customers.
• Identifies Churn Reasons: By analyzing customer behavior, you can identify the reasons for customer churn and take steps to improve customer retention.
• Improves Customer Lifetime Value: You can increase your lifetime value by re-engaging with inactive customers.

For example, let's assume a customer hasn't made a purchase in six months. They receive an email with a nostalgic message highlighting their past purchases and a special discount code. A few days later, they receive SMS automated messages with a reminder about the offer and a link to their favorite product category, which might urge them to make another purchase. 

Top 5 Ways to Improve Conversions with SMS Automation flow 

1. Personalization is Paramount: Use dynamic content or variables like name or product images to personalize messages or campaigns based on customer preferences, purchase history, and behavior.
2. A/B Testing For The Win: Experiment with different message formats, timing, messaging and offers to optimize results.
3. Audience Segmentation At Top: Divide your audience into smaller segments based on demographics, behavior, or interests. This allows you to send highly targeted automated SMS messages that resonate with specific groups of customers.
4. Compliance And Legal Adherence: Ensure your SMS campaigns adhere to all relevant regulations, including TCPA and GDPR.
5. Learning From Your Mistakes: Analyze your SMS campaigns to identify what works and what doesn't with your customers. Use these insights to improve future automation campaigns and optimize your SMS marketing strategy.

Conclusion 

Implementing a well-crafted SMS automation or text automation strategy can transform fleeting website visitors into loyal brand advocates. Consistency, personalization, and clear messaging are key to keeping your audience engaged. 

The Convertway's text marketing platform enables e-commerce businesses to unlock the full potential of SMS and WhatsApp marketing. Our user-friendly flow builder helps you create and manage multi-channel retention flows, allowing you to nurture leads, recover abandoned carts, win back inactive customers, and gather valuable feedback – all with using SMS & WhatsApp.