Reaching your intended audience often requires more than one line of communication, especially in the day and age of the internet. With the advent of smartphone technology, the majority of adults in developed countries own at least one mobile phone.
The use of SMS, or Short Message Service technologies, has also come a long way when marketing a product, service, or idea. Anyone who owns a mobile phone can typically receive SMS messages, providing them with access to a range of advertisements and marketing campaigns.
Understanding the importance of streamlining communications with the use of SMS automation is essential in most markets and global industries today.
What is SMS automation?
SMS, or Short Message Service messages, are essentially, text messages.
These messages are typically used to promote your campaign with the use of basic text messaging, branding, and links.
With SMS automation in place, text messages can be sent based on a schedule you have in place without requiring the manual deployment of individual texts. Some situations in which SMS campaigns are appropriate might include:
- At a specific recurring time during the week (such as early in the morning or just after closing time)
- For a particular event reminder or a set sale date you already have planned
- Based on specific keywords, searches, recent purchases, and other trigger events by consumers
Benefits of implementing SMS automation software
Implementing SMS automation software into your own business model is highly advisable if you are seeking a new method to communicate with your prospective and existing customers. SMS automation provides numerous advantages that cannot be found with any other form of marketing today.
Increased efficiency
If you are searching for a way to grow your audience organically, yet at an expedited pace, you can do so with SMS messages and text marketing.
SMS marketing is essentially instant, and can provide a vehicle to connect and communicate with an intended market at a specific time or based on specific event triggers nearly instantaneously. Save time compared to using long-form marketing tactics with SMS marketing instead.
Enhanced customer experience
When you want to connect with customers on a more personal and intimate level, you can do so with text message automation and targeted or triggered SMS marketing tactics.
Enhancing the customer experience is all about customization and personalization, which is possible with the right SMS service, such as Mailchimp. Some ways to consider enhancing the customer experience when it comes to using SMS messages include:
- Personalized messages: Using personalized text messages that include your customers' names or information about their shopping habits can greatly increase sales and potential leads.
- Birthday celebrations: Using your customer birthday data is another way to connect with those who have subscribed to your SMS messages or are previous customers of yours (who have authorized text messages from you).
- Custom sales: With specific triggers, you can also track customers based on the amount they spend or the number of purchases they have made over a set period of time by providing custom sales coupons and discount codes.
Reduced workload for employees
Using an SMS automation platform that provides multichannel access to employees and team members will result in a reduced workload for those who work with you.
Reducing the workload for your employees means freeing up more time to focus on what matters most--connecting directly with customers and clients.
When should you use SMS automation?
Knowing when to use SMS automation can help save time and ensure that your next text marketing campaign is a success.
SMS automated text messaging can be utilized appropriately for many different reasons, including:
Appointment reminders
Sending customers or patients appointment reminders can help them to stay on track with your services while also providing ongoing communication automatically. Appointment reminders that are sent on an automatic schedule save time and improve engagement and/or attendance.
Customer service and support
Providing customers with service and support via automated text messages is also possible with the right SMS automation platform. Use SMS messages to quickly send support responses that are automatically generated based on input, keywords, and search terms.
Order confirmations and shipping updates
Ensure that order confirmations and shipping updates are sent automatically with automated text messages and the right SMS platform.
Each time an order is placed using your eCommerce store or third-party digital store, send your customers a text message that is automated and includes a specific order confirmation number as well as real-time shipping updates (based on the type of shipping they have selected and paid for on your website).
Text marketing and promotions
Successful text message marketing can ultimately result in major sales increases and overall revenue generation.
Using text messages for marketing and promotions is another way to help increase brand awareness while spreading the word about your products and/or services nearly instantaneously (or based on triggered events).
How to choose an SMS automation platform
Choosing the right SMS automation platform can be tricky, especially with the market as highly saturated as it is at the time. However, knowing which features to look for can help ensure you have an SMS automation platform that is genuinely suitable for your needs.
Features to consider
Before selecting an SMS automation platform that is right for you, consider whether the platform has the following features or not:
- SMS automation: Obviously, the SMS automation platform you use should provide you with multiple methods of integrating SMS messages into your next marketing campaign. Scheduled text messages, autoresponders based on triggered events, and customer service responses should all be features available from your preferred SMS automation platform.
- MMS: MMS, or the Multimedia Messaging Service, provides individuals with mobile phones with the ability to send and receive multimedia (photo, GIF, and video) messages. MMS marketing is extremely useful for immersive and visually-centric marketing campaigns.
- SMS drip campaigns: Using SMS drip campaigns can help to keep your customers coming back for more over time. Drip campaigns can be built based on real-time data and data over time, providing you with the ability to optimize each and every one of the text messages you send before they are automatically triggered.
- Retail updates: Keep your customers in the loop with retail updates that can provide information on new sales, discounts, delivery status of orders, and so much more. When customers feel informed and as if they can communicate with a company or brand, they are more likely to use them again in the future while also referring them to their own family and friends.
- Automated text reminders: Another potential feature available with an SMS automation platform includes automated text reminders. These reminders can be useful for reminding patients of appointments or customers of when their next upcoming bill is due. Using automated scheduling can provide you with more time to focus on what matters most to your business.
Integrations with other systems
Finding the right SMS automation platform may require a bit of research to ensure that your preferred platform is compatible with other systems you are already using or have in place.
Integrations with other systems may include third-party eCommerce hosting solutions, payment processors, and even social media platforms used to promote your business and brand.
Before choosing the solution for text message automation that is right for you, ensure that the platform can be integrated with your existing or preferred system.
Security considerations
As with any new technological investment, it's imperative to take security considerations into account when selecting the SMS automation platform that is right for you.
With the market exploding and becoming more saturated with a variety of tools each day, it's best to turn to a trusted and reliable provider.
As security risks continue to grow, considerations of security must be taken into account any time you are using a platform to send text (SMS/MMS) messages to your own consumer databases.
Some potential security risks to consider whenever you are sending and receiving information via text include:
- Hacking attempts: Depending on the setup of your customer database and the SMS automation platform you are using, you may experience potential hacking attempts. This can include potential password hacks and login hacking attempts, depending on the level of security the platform you are using has in place.
- Phishing attacks: Phishing attacks with the use of a fake website or URL are extremely common and can be used to collect typed and entered information, such as email addresses, passwords, and other sensitive personal information.
- Redirects: Serious hackers have the potential to redirect an unsafe and unsecured system, which is why it is essential to ensure that the automation platform you choose is widely known, trusted, and guaranteed.
Reap the rewards of SMS automation
Using SMS automation platforms can help you to take on an entirely new method of connecting with customers nearly instantaneously. Some of the rewards that can be reaped while using SMS automation software properly include:
- Receive data in real-time: Receive consumer data in real-time. Gauge which messaging and branding work best to drive users to your website links and other CTAs included in SMS messages sent.
- Connect personally: Get personal with text messages using provided consumer data to connect with your customers on a more intimate level.
- Scheduled messaging: Send SMS or MMS messages using scheduled times and/or triggered events.
Putting SMS automation text messages to work for your business and brand is one of the best solutions for ongoing communication.
Examples of SMS automation workflows that drive revenue
Setting up the right workflows can make a huge difference in getting results from your SMS campaigns. The good news is that once you have your automation in place, these workflows run on their own, reaching customers at exactly the right moments without any manual effort on your part.
Welcome message sequences
First impressions matter, and a welcome sequence helps you start the relationship off right with new subscribers. When someone opts in to get text messages from your business, an automated welcome message shows them they made the right choice.
Your welcome sequence might include:
- Initial greeting: Send a thank-you message immediately after someone signs up, confirming their subscription and setting expectations for what kind of content they'll receive.
- Brand introduction: Follow up within a day or two with a message that tells your story or highlights what makes your business unique.
- First-time offer: Include a special discount or promotion in your welcome series to encourage that crucial first purchase.
Post-purchase follow-up flows
The conversation shouldn't end once a customer completes a transaction. Post-purchase automated SMS messages keep the momentum going and show customers you care about their experience beyond the sale.
Effective post-purchase workflows often include:
- Order confirmation: Send automatic text messages right after purchase to confirm the order details and provide a receipt or order number.
- Shipping updates: Keep customers informed with real-time delivery status messages so they know exactly when to expect their purchase.
- Feedback requests: After the product arrives, send a quick message asking for a review or rating to gather valuable customer data.
- Cross-sell opportunities: Once enough time has passed, suggest complementary products based on what they bought.
Re-engagement and win-back campaigns
Even your best customers can go quiet for a while. Automated drip campaigns designed to re-engage inactive customers can bring them back before you lose them completely.
Your re-engagement strategy might include:
- Activity reminders: Reach customers who haven't interacted with your business in 30, 60, or 90 days with a friendly check-in message.
- Special comeback offers: Incentivize their return with an exclusive discount or promotion that's only available to previous customers.
- Feedback collection: Ask why they've been away and what you could do better, which provides insights while showing you value their opinion.
Loyalty and rewards program notifications
Loyalty programs work best when customers actually know about their points, rewards, and exclusive perks. An automated text makes it easy to keep program members engaged and informed.
Key loyalty program messages include:
- Points balance updates: Send recurring messages that show customers how many points they've earned and what rewards they can claim.
- Reward availability: Alert members when they've unlocked a new reward tier or have enough points to redeem something special.
- Birthday rewards: Use customer information to send automated messages on birthdays with special offers or bonus points.
- Exclusive early access: Give loyalty members a heads-up about upcoming sales or new product launches before you announce them publicly.
Multi-channel automation examples (SMS + email)
Your customers interact with your business across multiple platforms, so your outbound messages should too. Combining SMS communication with email marketing creates a more complete customer engagement strategy.
Here's how to coordinate your channels:
- Welcome series coordination: When new users join your contact list, send a welcome email with detailed information and follow up with a text reminder about their signup bonus.
- Abandoned cart recovery: Start with an email reminder, then send messages via text if they still haven't completed their purchase.
- Event promotions: Announce an event or sale through email first, then use bulk SMS to send a reminder as the date approaches.
- Appointment confirmations: Email the full details when someone books, then send automatic text messages the day before as a quick reminder.
The key is making sure your message content complements each other rather than just repeating the same information across channels. Use email for longer explanations and details, while keeping your text automation short and action-oriented.
Bringing your SMS automation strategy to life
Building effective workflows takes some planning up front, but the payoff is worth it. Start by mapping out your customer interactions and identifying the key moments where automated messages would add value.
Look at your existing customer data to understand when people typically make purchases, how long they stay engaged, and what prompts them to take action. These data-driven decisions will help you time your messages perfectly and ensure messages actually resonate with recipients.
Mailchimp makes it simple to create and manage all these workflows in one place. Our automation features let you send SMS messages alongside your email campaigns, giving you a complete view of customer engagement across your tech stack.
You can set up triggered messages based on customer behavior, track click-through rates to see what's working, and use signup forms that add people to both your email and text contact lists automatically.
Plus, our platform helps ensure compliance with messaging regulations, so your team can focus on connecting with customers instead of worrying about the rules.
Whether you're just getting started with text automation or ready to build sophisticated multi-channel campaigns, Mailchimp has the core features you need to inform customers, drive sales, and grow your business.
Key Takeaways
- SMS automation lets you send scheduled and triggered text messages to customers without manual effort, helping you save time while maintaining consistent communication across appointment reminders, order updates, marketing campaigns, and customer service.
- Effective SMS workflows include welcome sequences for new subscribers, post-purchase follow-ups to boost customer satisfaction, re-engagement campaigns to win back inactive customers, and loyalty program notifications to keep members engaged.
- Multi-channel automation that combines SMS with email marketing creates a more complete customer engagement strategy, with each channel playing to its strengths for maximum impact.
- The right SMS automation platform should offer core features like scheduled messaging, MMS support, drip campaigns, system integrations, and strong security measures to protect customer data.