As marketers, we're always looking for better ways to connect with our customers. While email remains a powerhouse for personalization and detailed communication, SMS has emerged as a go-to channel for immediate, concise, and high-impact messaging. The downside? It can feel cold if your customers can’t reply and get a response.
But what if you could combine the immediacy of text messaging with the personal touch of a one-on-one conversation?
We’re excited to introduce SMS Conversations, a new feature designed to help you build stronger customer relationships through real-time, two-way text messaging. This isn't just about sending PSAs; it's about starting dialogues, offering instant support, and creating a more human connection with your audience.
What is the SMS Conversations feature?
SMS Conversations is a shared inbox feature that enables your team to manage and respond to incoming text messages from customers in real-time.
When a subscriber texts your dedicated SMS number, a new conversation opens up in your Delivra account. This allows you to provide friendly, direct support, answer questions, and gather valuable feedback all through the convenience of text messaging. You can now meet your customers literally wherever they are.
Think of it as a customer support and engagement channel rolled into one. Customers can expect faster responses via text than email, and SMS Conversations helps you meet that expectation, turning your SMS marketing from a one-way broadcast into a two-way street. You feel more accessible to your customers than if their only point of contact for you is a form on your site or an email somewhere in your footer.
Drive real marketing results with SMS Conversations
Integrating two-way SMS into your marketing strategy can transform how you interact with your customers. For data-rich small teams, the benefits are immediate and impactful, helping you work more efficiently and build more lasting loyalty. What are these benefits, you ask?
Create a better post-purchase experience
The moments after a customer makes a purchase are critical. They’re excited about their order but also anxious for updates.
SMS Conversations allows you to enhance this experience by sending order and shipping confirmations that customers can actually reply to. If they have a question about their delivery or an issue with their order, they can text you directly for a quick resolution, building trust and satisfaction.
Unlock new opportunities for customer data
Every interaction is a chance to learn more about your customers. Through one-on-one text conversations, you can gather direct feedback, preferences, and pain points.
With their consent, this data can be used to tailor future product offers, personalize marketing campaigns, and create more relevant experiences. It’s a direct line to understanding what your customers truly want.
Gather product feedback right from the source
Want to know what customers think of your latest product? Just ask.
SMS Conversations makes it easy to collect reviews and even user-generated content. You can send a follow-up text asking customers to reply with a review or a photo of them using their recent purchase.
This not only gives you valuable insights for product development but also creates authentic social proof. It’s also quicker and less invasive than trying to get them to fill out a form through email, which means it’s more likely to get done.
How are marketers using SMS Conversations?
Ready to put two-way texting into action? Here are a few ways Delivra customers are using SMS Conversations to drive engagement and provide stellar service:
- Post-purchase support: Send an order confirmation via SMS and let customers know they can reply with any questions. This simple step can significantly reduce "where is my order?" inquiries and build confidence.
- Abandoned cart recovery: A customer abandoned their cart? Send a text offering to answer any questions they might have about the product. A quick, helpful response could be all it takes to complete the sale.
- VIP concierge service: Make your most valuable customers feel special. Reserve a 2-way SMS concierge service for VIPs, giving them a direct line for support, early access to sales, or personalized recommendations.
- Collecting feedback and reviews: A week after a customer receives their product, send a text asking for their thoughts. Encourage them to reply with a rating, a short review, or even a picture.
How it works
Getting started with SMS Conversations is straightforward. Here are a few key things to know:
- A conversation begins when someone who has opted into your SMS list texts your number without using a keyword (like "JOIN" or "STOP"). This is key: a subscriber has to text you first to start the conversation.
- To protect your subscribers' privacy, you cannot initiate a conversation. The customer must text you first.
- This feature works with your standard SMS number. It is not compatible with branded sender IDs (alphanumeric senders).
Inside the Conversations inbox, your team can reply to messages, snooze conversations for later, set up auto-responder messages, close and reopen tickets, and even block profiles if needed. It’s a simple but powerful toolset for managing your customer interactions.
Ready to go live with SMS Conversations?
SMS Conversations is available for all Delivra customers on the Professional license and above with SMS enabled. If you're ready to unlock the power of two-way SMS messaging and create more meaningful connections with your customers, we’re here to help you get started.
Please contact your Customer Success Manager or reach out to our support team to enable this feature for your account.
