Getting customers to join your short message service (SMS) marketing list is a definite win. It’s a clear sign of their interest and willingness to connect. But let’s be real—that’s just the first step.
If new subscribers don’t hear from you soon—or worse, only get random, irrelevant messages—they’ll tune out faster than you can say, “Unsubscribe.” SMS messages work best when they deliver value from the start, proving that the opt-in was worthwhile.
So, how do you keep the momentum going? You need to create strategic SMS customer engagement campaigns. Let’s explore key strategies for turning a simple opt-in into a long-term customer relationship.
Using text messages to engage customers
Your SMS list is growing, and you’re off to a strong start. Now comes the fun part: deciding what types of messages will keep customers engaged. The good news is that you can create your perfect text marketing mix.
- Transactional: Transactional texts deliver essential information, like order confirmations, shipping updates, or appointment reminders. For example, “Your order #1234 is confirmed and will ship today.”
- Promotional: Promotional texts share special offers, discounts, and product updates to drive sales. An example is “20% off all wallets! Shop now: [link]. The sale ends at midnight.”
- Conversational: Conversational messages create a two-way dialogue, allowing customers to ask questions, share feedback, or get real-time support. For instance, “Hi [Name], how are you liking your new mobile device? Reply with questions—we’re here to help!”
The best SMS strategies use a mix of all 3 types, thoughtfully timed to match your customers’ journeys. Too many promotional messages can lead to opt-outs, but blending in transactional and conversational texts shows customers you care about more than just sales. Striking the right balance is key when using this digital communication channel.
Benefits of successful SMS campaigns
When you get your SMS strategy dialed in, you’ll see some serious benefits. Here’s what they might look like.
Drives higher conversion rates
Most SMS messages get read within 1 minute, putting your offer front and center when it matters most. That immediate attention means people are way more likely to click your link, use your discount code, or complete a purchase right then and there.
Reduces frustration and wait times
Nobody wants to sit on hold or constantly refresh their email for updates. Texting fixes that headache. Instead of making customers chase down information about their order or appointment, you’re putting it directly in their hands.
Boosts customer satisfaction
People love getting quick updates or asking simple questions without any hassle. These easy conversations make customers happier, so they keep returning and telling their friends about your brand.
Key components of a great SMS engagement campaign
Want to see customer engagement skyrocket? Always include these elements in every message you send, no matter the type of campaign.
Interactive elements
SMS marketing works best when it feels like a conversation, not just a one-way message. To do that, always include simple ways for customers to respond. For example, you might send a quick poll asking, “What’s your favorite summer activity? Reply A for beach, B for hiking, or C for BBQ.” Or you could invite questions directly, like “Got a question about a new product? Text us!”
Even a simple keyword response like “Text STYLE for our latest lookbook” gets customers involved. Adding interactive elements to each text keeps your audience hooked while learning more about what they love.
Personalized messages
Personalizing your SMS messages based on customer data creates connections that generic blasts simply can’t achieve. Personalization goes beyond adding a first name, though that’s important.
Other things you might reference include:
- Purchase history (“Since you loved our vanilla candle…”)
- Location (“Your nearest store in Phoenix has…”)
- Time since last purchase (“It’s been a while since…”)
- Browsing behavior (“Still thinking about that video game…”)
- Loyalty status (“As a Gold member, you get first access…”)
- Important dates (“Happy 2nd anniversary as our customer!”)
- Previous feedback (“Based on your review of our services…”)
The more relevant your message is to each customer, the more likely they are to engage with it. Be creative—personalization should create those “How did they know?” moments that cut through the noise and make your brand memorable in all the right ways.
Clickable links
If customers have to search for a product or jump through hoops to complete a purchase, chances are they won’t bother. That’s why clickable links in your SMS messages are a must, especially for e-commerce SMS marketing strategies.
Got a new collection? Don’t just tell your subscribers—send them a link straight to the product page. Or, when sending abandoned cart reminders, link directly to the customer’s saved cart so they can check out in seconds.
Use a URL shortener like Bitly or TinyURL to keep your SMS messages clean and make sure your links don’t look sketchy. Create a branded shortener that includes your company name, making it clear where the link will take them.
Clear call to action
Tell customers exactly what to do next in every text you send. A strong, direct call to action (CTA) makes all the difference between someone acting on or ignoring your message.
Simple instructions like “Shop now,” “Book your appointment,” or “Reply YES to confirm” make it crystal clear what steps to take. Here’s a pro tip: Stick to 1 primary CTA per message. Too many options can overwhelm people, making them less likely to act.
Quick replies
Texting is all about speed, so when customers reply to your messages, they expect a fast response. The easiest way to keep up is by using automated responses in your SMS marketing platform.
Ideally, you want to set up automated flows that feel like real conversations. Your system can then deliver different follow-up texts based on how customers respond, making interactions more personal without manual effort.
For example, if you ask, “What are you shopping for today?” and the recipient replies, “Running shoes,” your system might automatically respond with, “Great choice! Do you prefer road or trail running?” You’re creating a natural flow, helping customers find what they need while keeping engagement high.
Top text engagement strategies
Now that you understand the basics, let’s explore specific SMS campaigns that can supercharge your customer engagement. These strategies go beyond simple updates to create buzz, invite customer responses, and build meaningful connections.
Mystery sale alerts
Build anticipation with texts that tease special offers without giving everything away. When customers receive a text like “Surprise! A special deal is waiting for you. Reply MYSTERY to reveal your exclusive discount!” they can’t help but feel curious and respond to unlock their special deal.
Exclusive VIP offers
Make text subscribers feel like insiders with deals they can’t get elsewhere. Reward people for being on your list with personalized messages like “SMS subscribers only: First access to our new collection + 15% off.” Everyone wants to feel special, and exclusivity like this drives customer engagement through the roof compared to generic offers anyone can access.
Birthday messages
Show customers you remember what matters with personalized birthday texts. A simple “Happy Birthday, [Name]! We’ve added a special gift to your account” creates an instant emotional connection. These SMS messages stand out because they arrive when people are already in a celebratory mood and ready to treat themselves.
Interactive quizzes
Gamify your text marketing with fun quizzes that subscribers can’t resist answering. “What’s your personality? Reply A, B, or C to find your perfect summer look” gets people excited to learn something new about themselves. Plus, the results can lead to tailored product recommendations, making your follow-up texts even more relevant.
Contests and giveaways
Get people dreaming of the possibilities with text-to-enter contests. A message like “Text SUMMER to enter our beach getaway sweepstakes” makes participation incredibly simple while creating excitement around your brand. A low effort with a high reward grabs attention and boosts customer engagement fast.
Real-time Q&A sessions
Give customers direct access to your expertise with live Q&A sessions. A quick “Our Design team is answering your home décor questions for the next hour—text us your toughest challenges” gets people excited to join in. The best part? When customers get great advice, they’ll share it, spreading the word about your brand.
Back-in-stock notifications
Turn product availability from a disappointment into a customer engagement opportunity. Something like “The 101-piece tool set you were eyeing is back in stock! Claim yours before they sell out: [link]” solves a problem while creating urgency. Since these alerts target people who are already interested, recipients are more likely to act fast.
Abandoned cart reminders
Recover potential lost sales with gentle, helpful reminders. Sending “Still thinking about that jacket? Your cart is ready, and we’ve set aside your size until tomorrow” gives a timely nudge many customers appreciate. These SMS messages feel more like helpful service than sales pressure, yet they still make people feel like they need to grab their item before it’s gone.
Order status tracking
Keep customers in the loop with automated order updates. A simple message like “Your order #12345 has shipped! Track its journey here: [link]” provides peace of mind and reduces support requests. Everyone loves knowing exactly when their items will arrive, which is why these SMS messages consistently have engagement rates that promotional texts can only dream about.
Loyalty program updates
Give customers a reason to shop with you more, with loyalty reward notifications. Sending customers “You’ve just unlocked a special gift! Check your account for details: [link]!” celebrates their ongoing relationship with your brand. It’s also a great way to reconnect with customers who might otherwise drift away.
Customer feedback requests
Turn customer opinions into valuable insights with quick and easy surveys. A quick text like “How was your recent experience with us? Reply with 1-5 stars” makes sharing feedback effortless. It’s a win-win. You get crucial data to improve your business while customers feel valued, knowing their opinions matter.
SMS best practices to encourage customer interactions
Before hitting Send on your next text campaign, make sure you’re following these best practices.
Respect
Always start with proper permission. Only text customers who have explicitly opted in to receive your messages and make it easy for them to opt out if they wish. Just as important, respect quiet hours by only sending messages between 11 am and 8 pm in the recipient’s time zone.
Relevance
Keep your SMS messages meaningful to avoid losing subscribers. Segment your audience based on their interests, purchase history, or engagement level, then tailor your content accordingly. SMS keywords help—let customers text “GAMES” or “SKINCARE” to join interest-based groups.
Clarity
Get to the point quickly with concise, straightforward messaging. Every text should have an obvious purpose and value proposition that customers can understand in seconds. If they have to read your message multiple times to figure out what you’re offering, you’ve already lost their attention.
Timing
When you send your text matters almost as much as what you say. Match your send times to your audience preferences. Professionals might check texts during lunch breaks, while evening messages might work better for reaching people who are shopping for personal items.
Optimization
Treat your SMS marketing program as a constantly evolving system that improves with time. Track key metrics like open rates, conversions, and unsubscribes to understand what’s working and what isn’t. Test different message formats, CTAs, and offers to see what resonates best with your audience.
Key takeaways
- Opt-ins are just the start: Getting customers to subscribe is a win but keeping them interested requires an effective customer engagement strategy.
- Text message types vary: Balance transactional, promotional, and conversational messages to build relationships, not just drive sales.
- Interaction drives engagement: Always give customers simple ways to respond to your texts and keep the conversation going.
- A strong CTA matters: Every text should contain a clear, direct call to action that tells customers exactly what to do next.
- Speed is key: Customers expect quick responses when they reply to your texts, so use autoresponders to acknowledge them instantly.