When people think e-commerce, the first thing that comes to mind is sales. Making the sale will always be your end goal, but if you want to focus on how to retain your customer - you'll need to provide them with the best possible user experience. In the SMS templates below, we will show you different sets of messages that you can use to help elevate your overall e-commerce experience.
If you're looking for something more sales related, check out these templates:
The Nitty Gritty
Before we dive in, it's important to note that these templates will display the flow of what happens after your customer makes a purchase. Here are the text messages that we will be focusing on:
Now that we got that out of the way. Let's get started.
Step One: Order Confirmation
We live in an instantaneous world now. When someone makes a purchase, sending an instant confirmation is a must. Ericsson recently published a report, where they found that the average person experiences a 6% heart rate increase from just a 2 second digital delay. This number rises to 38% once the delay reaches 6 seconds. That's why it's so important to deliver an instant confirmation.
Message Sample (v1):
Step Two: Shipping Confirmation
We recommend that you send two shipping confirmation messages.
Once your package has left your facility
The day before your package is delivered
The reason #2 is important, is because delivery dates vary no matter how accurate you think your estimates are. Customers love this because it takes the unpredictability factor out of purchasing an item online. They will be able to better prepare their days to receive your package. Remember the anxiety factor, customer's want to feel like they're in control.
Message Sample: (1):
Message Sample: (2):
Step Three: Delivery Confirmation
Whether their package was successfully or unsuccessfully delivered, keep your clients updated. Here are examples of great delivery confirmations:
Message Sample - Successful Delivery:
Message Sample - Unsuccessful Delivery:
Step Four: Satisfaction
Try to send this message out 4-7 days after your delivery confirmation. This gives your customer time to accurately test your product.
It's important to note that your customer experience shouldn't end here. Customer retention is a is a long-term commitment. Set another message to follow in 3 months time to check up on your customer, along with different personalised messages staggered throughout the year.
Here are some ideas for potential staggered messages:
Anniversary message - from date of 1st purchase
Holiday Promo - New Years / Easter / Labour Day / Thanksgiving / Christmas
Special Themes - Valentines Day / Mother's Day / Halloween / Flying Spaghetti Monster
Special Moments - Movie Launch / Sporting Events / World Records / Awards
Contests or competitions
New complimentary products or services related to their purchase history