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How to use SMS marketing to improve customer experience

Updated: Jul 16

how to use SMS marketing to improve customer experience

Customer experience refers to the overall perception and impression that customers have of a business based on their interactions with its products, services, and employees. It encompasses all touchpoints that a customer has with a business, including pre-purchase, purchase, and post-purchase interactions.

Customer experience determines the sales and profit of the product. If the product is great but is not easy to use for regular customers, then the sales are not going to be good because of the limited knowledge of the customers.

In this blog article, we are going to discuss how to maximize customer satisfaction using SMS Marketing.

Table of contents:

What does it mean by a good customer experience?

Good customer experience means good service which will not only satisfy your existing customers but also entice others to check out your business due to your positive reviews and reputation.

Improving customer service is possible after taking customer reviews and improving upon them for maximum user satisfaction.

Hence, good customer experience can be obtained by improving customer service.

Customer service should be improved consistently on a regular basis because customer requirements keep on changing over time leading to a change in preferred customer experience.

Importance of customer experience in business

The importance of customer experience for businesses cannot be overstated. A positive customer experience can lead to customer satisfaction, loyalty, and advocacy, resulting in repeat business and positive word-of-mouth recommendations.

Conversely, a negative customer experience can lead to customer churn, negative reviews, and damage to a business's reputation.

In today's highly competitive business landscape, where customers have many options and can easily switch to competitors, businesses must prioritize delivering a superior customer experience to differentiate themselves and stay ahead.

Customers expect personalized, convenient, and seamless experiences across all channels and touchpoints, and businesses that fail to meet these expectations risk losing customers and market share.

A positive customer experience can have a significant impact on a business's financial performance. Studies have shown that companies that prioritize customer experience outperform their competitors in revenue growth and profitability, as well as customer retention and acquisition.

In short, customer experience has become a critical differentiator and driver of business success in today's customer-centric economy.

Why is SMS marketing important in businesses?

SMS marketing is a powerful tool for small-scale businesses looking to reach their target audience and grow their customer base. Here are some reasons why SMS marketing is important for small business growth:

  1. Elevated Open Rates: SMS messages have incredibly high open rates, with some studies showing that up to 98% of text messages are opened and read within minutes of receipt. This means that SMS marketing is a great way to ensure that your messages are seen by your target audience.

  2. Prompt Communication: SMS messages are delivered instantly, which means that you can reach your customers with time-sensitive information and promotions. This is particularly important for small businesses that rely on timely communication to drive sales.

  3. Cost-Effective: SMS marketing is generally more cost-effective than other forms of marketing, such as print or online advertising. This makes it a great option for small-scale businesses with limited budgets.

  4. Highly Targeted: SMS marketing allows you to target specific segments of customers with personalized messages, which can help to increase engagement and conversions.

  5. Increase in Engagement rate: SMS messages are often seen as more personal than other forms of marketing, which can lead to increased engagement and loyalty from the customers.

SMS marketing can be a powerful tool for small businesses looking to grow their customer base and increase sales. By delivering timely, targeted, and personalized messages, you can build stronger relationships with your customers and drive business growth.

10 ways to improve customer experience with SMS

As per the Bureau of Labor Statistics, a customer service representative is responsible for addressing complaints, processing orders, and resolving customer queries. They are employed across various industries and typically require training in communication and technology.

Considering this, in what ways can text messaging enhance or substitute this critical role in your business? Depending on the size and nature of your company, adopting text-based customer service may offer cost savings and enhance your customer relationships.

Below are the factors to consider for improving customer experience with SMS messaging:

01. Surveys and feedback

Encourage customers to provide feedback and take their comments seriously. Use feedback to identify areas of improvement and make changes that enhance the customer experience.

A government study on text messaging tells that despite the United States sending over 2 trillion texts annually, companies are not making full use of this platform. Text messaging can prove to be a valuable means of communication for businesses across various industries such as health systems, department stores, and restaurants.

Accessibility is a key factor that influences customer experience. Utilizing a mass texting service can help companies optimize their customer service resources as they can reach a larger audience through texts compared to phone calls or emails.

By using SMS, companies can directly communicate with their customers to update them on shipping or to troubleshoot any issues. Moreover, mass texting enables businesses to instantly inform multiple clients about product updates or changes that they need to be aware of.

02. Personalization

According to Gartner, SMS personalization is one of the most engaging tools in marketing with open rates of 98%.

Use customer data to personalize interactions and make customers feel valued. Tailor your communications and recommendations to their preferences and needs. Simply adding a customer name to the message can make a huge impact on engagement rates.

Messages can be personalized by adding any other user data like time, age, country, gender, etc. They have shown significant results which helps in building long-term trusting relationships with customers. People have a feeling of human, non-robotic communication when they receive personalized text messages.

03. Improvising customer support

Provide multiple channels for customers to reach out to you, such as phone, email, chat, and social media. Ensure that your responses are prompt and consistent across all channels. When a customer has multiple ways of reaching out to you then the customer interaction increases.

In this way, businesses can address customer problems and take customer reviews and work on their product.

One effective method to assess the quality of your company's customer service is by directly asking for feedback. A quick and simple way to do this is by sending out a brief survey via text message. While it's important to limit the frequency of such surveys, your past and current customers are the best sources for evaluating your customer service performance.

04. Regular employees training sessions

Regular training sessions for employees can be a highly effective way to enhance the customer experience through SMS communication. Such training sessions can cover topics such as effective communication skills, problem-solving techniques, and strategies for providing personalized and efficient customer service.

During these sessions, employees can also be provided with insights and best practices for using SMS as a customer service channel, including the use of automated messages, quick response times, and clear and concise language. Additionally, employees can be trained to understand the importance of data privacy and security when communicating with customers via SMS.

By investing in regular training sessions for employees, companies can ensure that their customer service teams are equipped with the knowledge and skills necessary to provide a top-notch customer experience through SMS communication. This can lead to increased customer satisfaction, loyalty, and ultimately, improved business performance.

05. 24/7 customer support

Anticipate customer needs and provide proactive support 24/7 before they ask for it. For example, provide product or service recommendations, offer self-help resources, or send personalized reminders.

Offering 24/7 customer support through SMS can significantly improve the customer experience. With this service, customers can easily reach out to your company at any time of the day or night with questions, concerns, or issues. This can provide a sense of reassurance and reliability to your customers, as they know that they can always rely on your company for assistance.

Additionally, SMS is a convenient and quick communication channel, which can help to reduce customer wait times and improve response times. By providing timely and efficient support through SMS, you can enhance the overall customer experience and build customer loyalty.

06. Sending regular reminders

To maintain a consistent and informative stream of updates and crucial details for your audience, it's crucial to utilize text messaging. As text messaging is a widely used method of communication, with approximately 5.5 billion people worldwide sending and receiving SMS messages, it also serves as an effortless way to keep your audience updated.

07. Exclusive promotions and offers

Offering coupons and promotions is a great strategy to attract more customers to your store or website.

If you're running a time-limited sale or promotion, you naturally want to spread the word as widely as possible. Employing SMS marketing campaigns can be an effective means of communicating these offers, particularly if you want to inform customers while they're on the go.

This approach ensures that they don't miss out on the opportunity simply because they didn't receive the message in a timely manner.

08. Appointment Reminders

For businesses that operate with scheduled appointment times, the inconvenience of clients forgetting or arriving late can be frustrating. Even more so, when clients don't show up at all. This situation not only disrupts your schedule but also wastes your time, as you may have declined other appointments due to the reserved slot.

Sending reminder text messages is an excellent approach to prevent clients from forgetting their appointments. By leveraging marketing automation, you can create an automated text message to follow up with every appointment booking.

09. Urgent Updates

Organizing and executing an event involves various components, and as the number of attendees increases, it becomes more complex to convey critical information to everyone.

However, using SMS messaging simplifies the process of communicating any updates, cancellations, general details, or changes. This approach enables better real-time engagement with attendees compared to email or other communication channels.

10. Internal Alerts

When you have a considerable number of employees, disseminating urgent messages (such as office closures, emergency updates, etc.) to everyone simultaneously can be a challenging task.

Although sending an email is an option, it may not be effective as employees may not check their work email frequently outside of work hours. Using SMS is an excellent way to ensure that every employee receives your message promptly.

Best practices for using SMS for customer experience

There is no particular structure for sending out SMS messages for increased customer experience. Below are some of the techniques that might be useful to increase customer experience:

01. Get the customer's consent

Obtain permission from customers before sending them SMS messages and provide a clear opt-in process. This can help to ensure that your messages are welcome and relevant to the customer.

02. Write concise messages

SMS messages should be short, concise, and to the point. Use clear and simple language and avoid using jargon or technical terms that customers may not understand.

03. Personalize the SMS messages

Personalize SMS messages based on customer data, such as name or purchase history, to make them more relevant and engaging.

04. Decide appropriate timing to send the SMS

Send SMS messages at appropriate times and avoid sending messages during off-hours or in the middle of the night. Respect customers' time and ensure that messages are timely and relevant.

05. Provide informative content

Provide valuable content in your SMS messages, such as product updates, promotions, or useful tips. Avoid sending spam or irrelevant messages that may annoy customers.

06. Use two-way communication

Enable two-way communication with customers so that they can respond to your messages and provide feedback or ask questions. Be responsive and provide helpful and timely assistance to customers.

07. Ensure compliance with SMS messages

Ensure that your SMS messages comply with local regulations and industry guidelines, such as the Telephone Consumer Protection Act (TCPA) in the United States. Provide an opt-out option for customers who no longer wish to receive messages.


SMS can be a powerful tool for optimizing customer experience, as it allows businesses to quickly and efficiently communicate with their customers. By sending personalized messages, businesses can build stronger relationships with their customers and provide them with relevant information in a timely manner.

Additionally, SMS can be used to gather feedback from customers and improve upon the services offered. However, it's important for businesses to ensure that they are following best practices for SMS marketing, such as obtaining consent, respecting customers' privacy, and providing easy opt-out options.

Overall, when used correctly, SMS marketing can be an effective way to enhance the customer experience and increase customer satisfaction.

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