Unlock the Power of SMS Marketing for Your Ecommerce Store

Irene Wanja Feb 07, 2023

Reading Time: 4 minutes

As an ecommerce business owner and marketer, you understand the importance of staying connected with your customers. However, an often overlooked method of communication is SMS marketing. SMS (short message/messaging service) has become an effective tool in digital marketing, as it can provide valuable insight into customer preferences and buying habits. In this article, we’re going to cover how you can use SMS marketing to benefit your ecommerce business!

Getting started

If you’re just getting started with SMS marketing for ecommerce, there are some important steps to consider. First and foremost, ensure that your customers have opted in to receive messages from you. This is especially important if you plan on sending promotional offers or discounts to them via text messages. You should also create a list of keywords that customers can text in order to opt in to receiving messages from you. Finally, set up a system that allows you to track customer responses so you can measure the effectiveness of your campaigns.

The benefits

SMS marketing offers several benefits to ecommerce businesses, including faster response times and higher conversion rates than traditional methods like email and social media ads. And being that most people keep their phones within arm’s reach at all times, they’re more likely to open and engage with texts than other forms of communication. Furthermore, since text message notifications pop up immediately on most devices, they are much more likely to be seen by customers in a timely manner than other forms of communication—like emails, which can get lost in inboxes and be forgotten about until it’s too late for them to take advantage of the offer.

Automation tools

Once you’ve established a list of keywords and have created an opt-in system for customers who wish to receive messages from you, it’s time to start using automation tools, such as Twilio or Zapier, to create automated messages that will be sent out when triggered by certain events or actions taken by customers on your website or app. For example, if a customer adds an item to their cart but doesn’t complete the purchase right away, an automated reminder message could be sent to prevent them from forgetting to come back and complete checking out. Automating these types of reminders can help boost conversion rates significantly!

how SMS marketing works and using automation tools to help boost conversion rates


Exploring ecommerce use cases

Here are 10 key use cases for SMS ecommerce marketing in 2023, detailing how companies can use text messaging to engage customers, build loyalty, and drive sales:

1. Customer acquisition

One of the primary uses of SMS marketing in ecommerce is to acquire new customers. Ecom store owners can send targeted promotions to prospective customers to encourage them to make their first purchase. This can include special discounts, free shipping, or other incentives designed to convert prospects into paying customers.

2. Abandoned cart reminders

SMS can also be used to remind customers about items they left in their online shopping carts by sending a reminder message encouraging them to complete their purchase. This can be especially effective in increasing the likelihood of a sale, as many customers may have simply forgotten about their cart.

3. Order confirmations

Providing customers with updates on the status of their orders is another great use for this type of communication. You can send confirmations when an order is placed, as well as updates on shipment status and delivery information. This helps keep customers informed about their purchases and can help build trust and confidence in the brand.

4. Back-in-stock alerts

Out-of-stock items can be a major source of frustration for customers. Online store owners can use SMS to notify customers when an item they have shown interest in is back in stock. This can be done by collecting customers’ phone numbers and sending alerts when the item is available again. This can help increase customer engagement and boost sales.

5. Personalized product recommendations

Based on customers’ previous purchases, you can send product recommendations that are personalized to them. This can help increase customer engagement and drive sales by presenting customers with relevant products they’re interested in.

6. Customer loyalty programs

You can also use SMS to promote and manage customer loyalty programs. This can include sending alerts about rewards and special promotions for loyal customers, as well as updates on their loyalty status and points balance. This method can be great for retaining customers and promoting repeat business.

7. Surveys and feedback

Feedback gathered from customers about their experiences with your store can be a gold mine. You can send SMS surveys to obtain information on a range of topics, including product satisfaction, delivery experience, and overall customer experience. This information can then be used to improve the customer experience and drive customer loyalty.

8. Flash sales and limited-time offers

Alerts can be sent to promote flash sales and limited-time offers. This method drives impulse purchases and encourages customers to take advantage of the opportunity to save. 

9. Delivery updates

Keeping customers informed about the status of their deliveries is crucial for maintaining a positive customer experience. SMS can be used to provide delivery updates, including estimated delivery times, tracking information, and notifications of any issues that may arise. This helps keep customers informed and can help to manage their expectations.

10. Customer service

Lastly, SMS communication can be utilized as a customer service tool, providing quick and efficient support for order inquiries and returns. Anything you can do to improve your store’s customer experience will help instill trust for your brand.


SMS marketing benefits ecommerce businesses in a variety of important ways: increased engagement, improved customer loyalty, and higher conversion rates, just to name a few. It also enables companies to stay connected with their customers while providing valuable insights into their preferences and buying habits in real time. Truly, there’s no reason why any well run online store shouldn’t be utilizing and able to capitalize on this effective form of direct customer engagement!


About the author

Irene Wanja

Irene, a skilled Revenue Optimization Specialist for Build Grow Scale, combines an unparalleled focus on user research and a deep understanding of the ecommerce customer journey to orchestrate optimal shopping experiences. With an uncanny knack for detecting and addressing customer pain points through meticulous user testing, she utilizes tools such as moderated user tests, heatmaps, scrollmaps, and clickmaps to fast-track improvements in user experience and usability. Her keen eye for detail aids in swiftly spotting potential issues and implementing solutions, all while working closely with store owners and applying her intricate comprehension of user interactions. Passionate about software and technology, Irene immerses herself in enhancing her clients' business clarity, efficiency, and user satisfaction. Even though the value of user experience doesn't conform to a conventional numerical scale, the tangible outcomes of her work—improved user experience, amplified retention rates, and reduced customer support issues—are testaments to her prowess. Beyond her revenue optimization skills, Irene is a skilled writer and copywriter. She weaves her profound insights into engaging prose, crafting content that not only resonates with diverse audiences but also demystifies the complexities of user experience, consequently benefitting businesses worldwide.