Why is SMS automation important for your eCommerce business?

Given the high response rates of SMS, it is widely used as a marketing channel in 2020. Most of the major eCommerce companies even use SMS to send order confirmation alerts and OTPs for 2-factor authentication. However, most of the online businesses are yet to realize the full potential of SMS Marketing as a customer engagement and support channel.

SMS marketing automation – i.e., to automatedly send and receive SMS based on customer event triggers – helps businesses effectively use SMS as a customer engagement channel. SMS automation can help eCommerce boost customer satisfaction, customer retention, conversion rates while lowering support and operational costs.

In-depth Guide on SMS Marketing for Ecommerce (FREE)

Benefits of SMS Marketing Automation

Improve conversions and sales

Make the most of SMS channel’s superior open rates by sending missed cart offers, personalized birthday and anniversary promotions, annual event reminders (e.g. flowers for Valentine’s Day) and more via SMS. See how you can optimize conversions with A/B testing and Textlocal URL tracking.

Boost customer retention and renewals

Send timely service expiry reminders, renewal alerts for subscriptions, regular payment, and service reminders, annual health checkup notifications directly to your customer’s mobile phones.

Capture data feedback at the right time

Reach the customer at the right time and right channel by sending survey questions via SMS post product purchase or service (e.g. hotel stay, AC repair). See how Textlocal mobile-friendly surveys can easily capture data and feedback.

Delight your customers

Provide instant, on-demand information to your customers by receiving inbound SMS inquiries and setting up automated SMS responses. Go one step further with Textlocal and send multi-media files (e.g. informational brochures, PDF menus, rate cards, location maps) with our SMS attachments.

Lower operational costs

Logistics and eCommerce companies can cut down on operational costs by sending pre-delivery confirmation messages e.g. “Send YES to confirm product delivery at 10 am tomorrow. Send NO to reschedule delivery.”

What SMS can be automated?

Welcome messages

As soon as your customers register with you, send personalized bulk SMS campaigns welcoming them and include some handy bits of information like website links, intro videos or how-to guides.


Automate reminders so your customers never miss appointments, bookings, renewals, offers & more. This can be the day before, an hour before, or whenever it works best.

Updates & Notifications

Send instant purchase and delivery notifications, support ticket updates, failed/successful payment alerts, usage/expiry alerts, and many more.

Feedback & Reviews

Sending an automated SMS Survey immediately after they made a purchase can really help you get an increased response and quality feedback.


Send personalized weekly or monthly tips and offers to customers based on their activity and pre-defined triggers. Also, send offers on milestones like anniversaries.

Referral Requests

Send automated SMS to your customers asking for referrals on a frequent basis or post-purchase. Keep expanding your customer-base with minimal effort.

Contextual Alerts or Offers

Trigger specific text messages to be sent to your customers based on their favorite topic/product feature, based on their purchase behavior or based on any specific set of actions or activity.

Re-Engagement Campaigns

‘Out of sight, out of mind’ holds true for brands as well. You can send a series of SMS with exclusive offers when customers are inactive (no usage or purchase) for a specified time period.

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