How SMS personalisation at scale improves customer engagement

With so many businesses competing for your digital attention, relying on generic SMS marketing is like trying to have a conversation in a snowstorm. There’s so much white noise, nothing cuts through.

Wait. Rewind. What if you received an SMS that addressed you by name, thanked you for your recent online purchase, and offered you 20% off by replying to the message? That’s persuasive enough to stand out like a pink penguin.

Create 1-to-1 personalised messages at scale

How do you make sure your message hits the spot with your customers, rather than triggering the delete reflex? The trick is to create personalised 1-to-1 messages that build relationships and spur your customers to action.

Start by using custom variables to personalise your message or target specific customers, based on details like their:

• Location
• Purchase history
• Hobbies or interests
• Birthdate

OK, so using your stored customer data helps create more tailored messages. Now add the icing to your sweet SMS marketing—what if you could start a personalised 1-on-1 conversation, without staff on the other end? Craft natural-sounding conversation with minimal resources using Conversr, our artificial intelligence (AI) powered SMS platform.

The benefits of SMS personalisation at scale

In a survey by Accenture, 91% of people said they’d be more willing to do business with a brand that recognises them and extends relevant offers. Over 50% of consumers are also inclined to switch brands in the absence of personalised experiences.

1-to-1 personalisation at scale means you can appease your audience’s desire for customised messaging.

Personalisation helps you get more conversions, lower your unsubscribe rate, and increase your click-through rate—all by adding a couple of details. The fact is, you can provide an automated service while still giving each customer a tailored experience.

Use it to:

• Update customer details
• Ask for feedback on previous interactions
• Recommend products based on past purchases
• Send reminders for payments or appointments
• Provide customer service
• Answer common questions about your product or service.

The key to personalised messaging is to always sound like a human, not a robot.

Automate and still sound human

Crafting natural messaging will improve engagement. Here are some tips for more authentic communication:

• Send messages from a dedicated virtual mobile number. That way, your customers know who the message is from. They can even add you as a contact. You also need a virtual mobile number to receive replies and create conversations.
• Stay conversational. Use common expressions like ‘do you want me to give you a call?' ‘let me know if you have any questions’ or other phrases that speak to your audience. Throw-in some brand-appropriate emojis to add life to your messages.
• Include personalised, MMS messages. Make your customer feel like you’re a friend by introducing yourself with a picture or video message.
• Trigger conversation. Ask questions that’ll get a response. Then use your AI-powered platform, like Conversr, to send and receive SMS online.
• Be unpredictable. Think outside run-of-the-mill marketing trends, so your customer thinks the message is from a real person.

Personalising your text messages at scale is an easy way to improve customer experience, and boost your bottom line.