SMS Marketing

The Power of SMS: 7 Techniques to Improve Retention

May 22, 2023

Written By

The Via Team

a man texting

Mobile phones have become such an important part of our lives. They're not just for chatting anymore, but also for entertainment, information, and shopping. This shift has made it necessary for businesses to focus on mobile marketing to keep up with their customers. One popular mobile marketing tool is SMS marketing, which is like sending text messages to your customers. It's an amazing tool that can help businesses improve their customer retention rates, and we're excited to tell you about 7 techniques you can use to do just that! So, let's get started!

#1 Personalization

Personalization is key to improving customer engagement and retention. In a 2020 study done by Salesforce, it was found that 66% of the 15,600 consumers and business buyers surveyed “expect companies to understand their needs and expectations.” It was also found that “84% of business buyers are more likely to buy from sales reps that understand their goals.” When businesses choose to personalize their SMS messages, customers are more likely to feel valued and appreciated. Personalization can include using the customer's name in the message, sending personalized offers based on their past purchases, or sending personalized recommendations based on their browsing history.

#2 Timing

Timing is critical when it comes to SMS marketing. Why? Forbes found “consumers engage with SMS faster than any other marketing channel.” This is big! With so many consumers engaging in SMS, timing is everything. Businesses need to send messages at the right time to ensure they are not perceived as spam. It's important to know your customer's habits and preferences and send messages accordingly. For example, if your customers are busy during the day, you may want to send messages in the evening when they are more likely to have time to engage with them.

#3 Frequency

Frequency is another important factor to consider when it comes to SMS marketing. Businesses need to strike a balance between staying top-of-mind and not overwhelming their customers with too many messages. Too many messages can lead to customer annoyance and increased opt-outs. Businesses need to test the frequency of their messages to find the sweet spot that works for their audience.

#4 Call-to-Action (CTA)

A clear and compelling call-to-action can significantly improve customer engagement and retention rates. To make the CTA effective, businesses should ensure that it is easy to understand and act upon. One approach is to include a link to the business's website, so customers can quickly access more information or make a purchase. Another technique is to provide a discount code that can be applied at checkout, incentivizing customers to take action. Additionally, businesses can include a button that customers can click to contact customer support or access other resources, making it simple for them to get the help they need. A clear and compelling CTA can significantly enhance customer engagement and retention, improving the overall effectiveness of the SMS marketing campaign.

#5 Value

Customers are more likely to engage with SMS messages that offer value. When businesses offer promotions and discounts that are relevant and beneficial to their customers, it can encourage engagement and build loyalty. For instance, businesses can provide exclusive offers to their SMS subscribers, such as early access to sales or limited-time discounts, which can create a sense of exclusivity and make customers feel special. Additionally, sending personalized offers based on a customer's previous purchases or browsing history can show that the business values their interests and preferences. By providing value through SMS messages, businesses can foster a strong relationship with their customers and establish a reputation for being customer-centric. This, in turn, can lead to increased retention rates and positive word-of-mouth referrals, ultimately benefiting the business in the long run.

#6 Opt-in

Customers need to opt-in to receive SMS messages from businesses. It's important to make the opt-in process simple and transparent. To optimize the opt-in process, businesses should make it simple and transparent for customers. One way to achieve this is by including a checkbox on their website or in-store, indicating that by checking the box, customers are agreeing to receive SMS messages. This approach can help businesses attract customers who are already engaged with their brand and want to stay informed about promotions and updates. Another technique is to send an opt-in message asking customers to reply with a keyword to confirm their subscription. This approach not only simplifies the opt-in process but also ensures that the customer is actively engaged and interested in receiving SMS messages. 

It's crucial for businesses to provide clear and concise instructions during the opt-in process, explaining how often they will receive messages and how they can opt-out if they choose to do so. By prioritizing transparency and simplicity in the opt-in process, businesses can build a strong foundation for a successful SMS marketing campaign, leading to improved retention rates and customer loyalty.

#7 Consistency

Consistency is key when it comes to SMS marketing. Businesses should send messages regularly to stay top-of-mind, but they should also maintain consistency in their messaging and branding. This helps build trust with customers and reinforces brand recognition.

Need Help Boosting Your Brand’s Retention? Via is Just a Click Away.

At Via, we are experts in SMS marketing, and we're passionate about helping businesses like yours improve customer retention rates. We take the techniques we've discussed to the next level for each brand we work with, tailoring our approach to suit your unique needs and goals. With our expertise and experience, we'll help you unlock the full potential of SMS marketing and take your customer retention rates to the next level. Ready to learn more? Request a demo today!

To Sum Things Up

So, there you have it! SMS marketing can be a game-changer for businesses looking to improve customer retention rates. By following these 7 techniques, you can make your messages more personalized, send them at the right time, frequency, and with a clear call-to-action. Don't forget to offer value and make the opt-in process simple for your customers. Consistency is also key, so make sure your messages maintain your brand's tone and personality. With these tips, you'll be able to tap into the full potential of SMS marketing and create strong, long-lasting relationships with your customers. So go ahead, give it a try and watch your retention rates soar!

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