4 SMS Strategies to Drive CX Success in 2023

Implement these SMS initiatives and watch your sales increase

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4 SMS Strategies to Drive CX Success in 2023 - CX Today
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Last Edited: February 24, 2023

John Flood

John Flood

“The three most important things in retail are location, location, location. The three most important things for our consumer business are technology, technology, technology.” – Jeff Bezos

Mobile commerce is no flash in the pan. It’s here to stay and, by all measures, it will only be more pervasive.   

The research firm Insider Intelligence estimates that, by 2025, mobile purchases will represent $710BN. As Bezos so aptly stated, this is all about technology. In this case, it’s SMS.  

“Customers expect SMS. It’s not just a want. It’s a need. And they demand it,” said Andrea Giacomini, CEO at Mitto. “The faster, the better. Gone are the frustrating days of being on hold or driving to the store to resolve a problem.”  

Don’t Leave Home Without It

“Most of us carry at least one device all the time, every day. In fact, many of us would feel naked without our smartphones. It’s hardly surprising mobile search queries – and mobile commerce – are growing dramatically.” – Larry Page

From the mid-1970s to the late 1990s, American Express promoted their traveller’s checks with the tagline, “Don’t leave home without them.” In the 21st century, no one leaves home without their mobile phone.   

And that makes SMS the best way for brands and organizations to engage and communicate with their customers. Compared to traditional advertising, SMS is cheap, direct and targeted.   

Better still, with a 98 percent open rate, most texts are read within three minutes of receipt. In this regard, SMS performs better than any other channel.  

Four Strategies to Market By – Be Loyal. Remind Me. Support Me. Be with the Seasons.

  1. We Want Loyalty

One of the most powerful marketing techniques ever devised is the loyalty program. With SMS, it’s easy to implement and track them.   

For instance, businesses can offer loyal customers discounts or offers on an exclusive VIP “first-to-know” basis. These programs deepen customer trust and boost retention rates.   

  1. Remind Me – Because I’m Busy.

People are busier than ever.  SMS is a perfect tool to remind customers about important appointments with tools like reminder notifications.    

Indeed, 83 percent of consumers prefer to receive appointment reminders by text. It also alleviates the workload of customer support agents.  

  1. When I Need You, Will You Support Me?

When there are shipment delays, companies that use SMS lessen customer anxieties improve customer satisfaction and increase customer retention rates.   

According to Mitto research, when a customer experience is positive, 93 percent of them be more forgiving of delays. And they are more willing to tolerate issues when they like the brand.  

  1. To Every Season SMS, SMS, SMS.

Seasons change, and marketing campaigns change with the seasons. These bring new holidays to celebrate, including Valentine’s Day, Easter, Halloween, and so many more.   

Each offers marketing teams a chance to create new content, keep campaigns fresh, and avoid shopping slumps. SMS is the bridge to engage customers with new, topical themes.   

Bring These Strategies to Life with Mitto 

Mitto Campaigns is a simple tool that builds, manages, and tracks SMS marketing campaigns with one intuitive dashboard.    

With Mitto Conversations, support teams communicate through SMS, chat, and social apps.   

Mitto has API and integration solutions for CRM and authentication platforms. Add text-message-based multi-factor authentication to the log-in flow.  

The solution also supports videos, images, and links. Meanwhile, brands set up auto-replies to help customers 24/7, even after regular business hours.  

“”Being highly personalized and easy to use, business messaging is as simple and enjoyable as texting a friend,” Giacomini said.  

Make Mitto your tool for all seasons. To learn more click here.  



Digital TransformationOmni-channelPersonalisation

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