Business Phone Number: About Transactional SMS Messages and Best Practices
3 min read
Transactional SMS messages play an important role in communicating with your customer base when they make a purchase. If your transactional SMS is poorly written, there is a chance that it could be filtered or blocked, so it's important that you have considered what information they include.
Note:
Transaction SMS messages are automated SMS messages that respond your customers automatically with pre-scheduled SMS messages to be sent in the future. Learn more
An example of a transactional SMS is a confirmation text that sends when a customer makes a purchase. For example, a customer has ordered a pair of scissors from your Wix site for homeware. When they complete their order in this example, they will receive an SMS with confirmation details and other information.
Learn more about:
Benefits of optimizing your transactional SMS
Transactional messages engage and inform the customer about your product or services they have purchased or applied for.
Benefits:
- Instant delivery. This means that, no matter what time of day, your optimized automated SMS will reach your customer on the event that triggered the automation.
- Boost engagement. They help facilitate a deeper customer relationship and give you a chance to communicate with your customer directly.
- Foster convenience. Rather than going to the email inbox, your messages will go directly to your customer's message inbox - enabling your customer to read it instantly or reply if needed.
Tip:
Incoming text messages reach Wix Inbox, so you can easily manage the correspondence and follow up from the Wix mobile app or your site's dashboard. You can also use SMS text and picture messages to communicate with your customers. Learn more
Writing great transactional SMS messages
Effective automated SMS messages can simplify your workflow, save you time, and give your communication strategy a powerful advantage. To avoid your SMS being filtered or blocked, your automated SMS should:
Be friendly
A friendly tone in your messages is important. It's just like being a storekeeper while your customer has completed their purchase. Try to avoid jargony language and keep it natural by signing off with something that feels personal.
Be informative
This is your opportunity to communicate with you customer directly. You should firstly tell them that they have succeeded in their transaction and include any information that might be relevant to the purchase. E.g. shipping or delivery information, refund policy, or even loyalty points earned through this sale.
Clearly identify yourself and your business
Your subject line should be straightforward and instantly let your customer know what the content of the SMS contains. If your subject line reads like spam, it could get blocked or flagged as junk.
Manage expectations
When a customer receives automated SMS, it prepares them to expect this kind of confirmation following future purchases. Keeping consistent with your language and tone throughout can enhance your customer's experience.
Target the right people
You should only send messages to those who have already consented to receive correspondence from you. Sounds simple, but reaching the right customers with the right messages at the right time can help build your audience and reinforce customer loyalty.
Avoid 'marketing' to your customers
Transactional SMS are messages are for sending notifications of orders, reservations, and informational messages to registered customers. They're not intended for marketing purposes, so you should avoid adding content which may be considered as “marketing”.
For example, a marketing message might contain a commercial message or content intended for a commercial purpose.
Important:
Marketing messages are highly regulated worldwide. As a site owner you are responsible for complying with your local laws.
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