Imagine this: You've built an online empire, offering a diverse range of products that captivate your target audience. Your website is polished to perfection, your product selection is unparalleled, and your commitment to customer service is unwavering. Yet, despite your best efforts, customer retention seems to be slipping through your grasp. You’ve tried everything, from thousands of email campaigns to even hiring a full time TikTok reel maker, and still, your customers remain elusive. It’s a clichéd millennial love story. 


But, fear not, your failed attempts at love are over. Today, we're here to introduce you to a game-changing solution: SMS marketing for eCommerce. This is not just another shiny trick up our sleeves; it's a practical and data-driven approach that has proven to deliver remarkable results. 



No more relying solely on conventional methods or praying for a stroke of luck. It's time to rewrite the script and turn your tale of fleeting customer loyalty into a captivating, long-lasting connection. With its power to reach customers directly and create personal, engaging experiences, SMS marketing for eCommerce becomes your most powerful tool in the battle for customer retention. So, if you're ready, join us as we guide you through practical techniques, industry insights, and real-life examples that empower you to optimise customer retention using SMS!

Benefits of SMS Marketing for eCommerce Businesses

SMS marketing has become a popular and effective method for businesses to connect with their customers on a personal level. By leveraging the power of SMS, you can communicate directly with your audience, ensuring your message gets noticed in a cluttered digital landscape. Unlike other marketing channels, SMS offers an unparalleled level of immediacy. With high open rates and quick response times, SMS messages have the power to capture your customers' attention in real-time. Whether it's delivering time-sensitive offers, important updates, or personalised recommendations, SMS allows you to engage your customers at the right moment, ensuring your message doesn't get lost in the noise.

SMS Marketing Statistics 2023

Here are some incredible SMS marketing statistics for 2023:


  • Average response rate for SMSes is 45% meaning exceptionally high engagement.
  • 64% of consumers are happy with SMS communication and actually prefer it over other methods.
  • Americans check their mobile devices 47 times a day.
  • 70% of consumers have made a purchase from SMS marketing.
  • Want instant communication? SMS messages are read within an average of 3 minutes.


So, how do you do this? Well, luckily for you, there are many platforms and integrations that help you connect with your customers in this way. Let’s explore how KlaviyoSMS, a powerful SMS marketing tool, can help you create a cohesive and impactful customer retention strategy.

Why Use KlaviyoSMS for Your SMS Marketing?


KlaviyoSMS, offered in both the UK and the US, is a powerful tool that allows you to leverage the benefits of SMS marketing in conjunction with your existing email marketing strategy. Rather than viewing email and SMS marketing as competing channels, it's important to recognise their synergistic potential. By integrating KlaviyoSMS with your email marketing efforts, you can create a cohesive and holistic approach that maximises customer engagement and retention.


KlaviyoSMS can be used seamlessly within Klaviyo flows, enabling you to incorporate SMS messages into your automated workflows. This integration opens up a world of possibilities to deliver timely and personalised SMS messages based on customer behaviour, preferences, and lifecycle stages. By combining the power of email and SMS, you can create a multi-channel experience that keeps your customers engaged and connected at every touchpoint.


Even if you're not using KlaviyoSMS specifically, the principles of eCommerce SMS marketing can still be applied in conjunction with your email marketing strategy. By strategically incorporating SMS messages into your customer journey, you can enhance the effectiveness of your campaigns and flows and deepen customer relationships.

Team SMS Up With Email Flows

To maximise the impact of SMS marketing effectiveness on customer retention, it's essential to implement effective strategies and flows. Let's explore some tried-and-true SMS marketing strategies that can help you keep your customers engaged and coming back for more:

Welcome Series

The first impression matters! Create a warm and engaging welcome series to introduce new customers to your brand. Craft a personalised SMS thanking them for choosing your store and provide a special incentive to encourage their next purchase. This not only makes a positive impact but also sets the stage for a long-lasting customer relationship.

Abandoned Cart

Turn abandoned carts into completed orders! Set up automated SMS reminders for customers who left items in their carts. Craft persuasive messages that highlight the benefits of the products and include a limited-time incentive to entice them to return and complete the purchase. This gentle nudge can significantly increase your conversion rates and revenue.

Order Confirmation & Shipping Updates

Waiting for an order can feel like watching paint dry. But with SMS, you can keep your customers in the loop every step of the way with timely SMS notifications. Send them order confirmations that make them feel confident about their purchase, shipping updates that build anticipation, and delivery notifications for when their package finally arrives. 


Don't forget to include tracking links so they can track their parcels right from their fingertips. Oh, and here's a sneaky tip: Encourage them to share their excitement on social media too. That way, you not only keep them in the loop but also boost your brand visibility and create a buzz that can't be ignored!

Personalised Recommendations

We all love that warm, fuzzy feeling of being understood, don't we? Well, get ready to make your customers feel like you've got a sixth sense for their preferences. Utilise the power of customer data to send targeted SMS messages with personalised product recommendations!


Based on a customer's purchase history, browsing behaviour, and preferences, you can deliver tailored SMS messages suggesting related products that are so spot-on, it's almost like you're reading their minds.This level of personalisation not only boosts customer engagement but also drives cross-selling opportunities.

Back in Stock 

There’s nothing worse than finding out your favourite product is out of stock. Your customers feel the same, except you can give them what you never had – a timely message that lets them know their desired items are back in action. By showing them that you care about their needs and keeping them in the loop, you'll keep them engaged and eager to hit that "Add to Cart" button as soon as their items make a return. 


Loyalty Programs and Exclusive Offers

Who doesn't love feeling special? Spoil your loyal customers with exclusive SMS offers and early access to sales that make them feel like they're part of an elite club. Think of it as rolling out the red carpet for your most dedicated fans. By rewarding their continued patronage, you'll create a sense of exclusivity and make them feel appreciated. 


And why stop there? Consider implementing a loyalty program that showers them with perks and rewards for their unwavering loyalty. It's like a virtual hug that says, "Thank you for being awesome." And trust us, that kind of love goes a long way in fostering a long-term relationship that keeps them coming back for more of what you have to offer. 

Multi-Channel Flows

SMS doesn't have to exist in isolation. It can be seamlessly integrated with email in a single flow to ensure ultimate personalisation and engagement. Imagine a scenario where a customer receives an email highlighting a new product, and shortly after, they receive an SMS with a limited-time discount for that product. By combining the power of email and SMS in one flow, you create a cohesive customer experience that reinforces your message and encourages action.


Additionally, you can incorporate SMS as a trigger within your email flows to enhance the effectiveness of your campaigns. For example, after a customer makes a purchase, you can send a follow-up email to thank them and include an SMS with a special offer for their next purchase, like a free product. This integrated approach keeps customers engaged across multiple touch points and maximises the chances of conversion and retention.


SMS Best Practices for Effective Customer Retention

To make the most of your SMS marketing efforts and boost customer retention, it's essential to follow some best practices. Here are key guidelines to keep in mind:

Permission-Based Marketing

Always obtain explicit consent before sending SMS messages to your customers. Implement a double opt-in process to confirm their interest and avoid any potential complaints. Respecting their privacy builds trust and strengthens the relationship.

Timing is Everything

Respect your customers' time and space by scheduling your SMS messages at appropriate times. Avoid sending messages during late-night hours or at times when they are unlikely to engage. By choosing the right timing, you increase the chances of your message being seen and acted upon.

Concise and Engaging Content

Create SMS messages that are short, to the point, and attention-grabbing. With limited character space, every word counts. Inject a touch of creativity and personality into your messages to make them memorable and enjoyable to read. Engaging content stands out and keeps customers interested.

Opt-Out and Opt-In Options

Make it easy for customers to unsubscribe from your SMS marketing list if they no longer wish to receive messages. Similarly, provide a clear and straightforward opt-in process for new customers to join your SMS list. Honouring customer preferences builds trust and shows that you value their choices.

Explore SMS Marketing with Blend 

Ready to turn your relationship history with customers around? You’re in the right place. 


With our industry expertise and creative approach, we'll help you develop winning SMS marketing strategies that keeps your customers engaged and loyal. We understand the power of SMS marketing for eCommerce as a valuable tool in your customer retention arsenal. Whether you're using KlaviyoSMS or another platform, we'll show you how SMS can complement your existing email marketing efforts and create a seamless, multi-channel customer experience.


Ready to supercharge your customer retention efforts? Partner with Blend and, together, we'll create a powerful strategy that keeps customers engaged, loyal, and coming back for more! Get in touch today. 



Author image

Marketing Executive One of our Marketing Executives and the vibrant heart of Blend Commerce, Jo has an infectious enthusiasm for taking on new challenges, making her a driving force in our team. Her talent spans the realms of both marketing and design, and her growth has been nothing short of remarkable, exceeding all expectations. With Jo as part of our team, we’re not just working; we’re creating, innovating, and setting new standards in the eCommerce world.

Published: June 15 2023

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