While email has until now been the most widely used communication channel for keeping consumers informed about the status of their orders, e-commerce SMS is gradually making inroads and is winning over more and more e-tailers. In this article, we reveal why SMS is becoming increasingly popular in post-purchase communication with e-commerce professionals, and how you too can consider using this communication channel to engage and retain your customers.
E-commerce SMS has an excellent open rate
Its open rate is higher than that of e-mail: 98% for sms versus 20% for e-mail! This is partly because consumers are increasingly connected and always have their phone at hand, and partly because they receive the information they need without even having to click or go to their mailbox. E-commerce SMS is therefore becoming an essential tool for optimizing the customer experience.
Accessible and reliable
Package tracking notification via e-commerce SMS allows messages to be sent without the need for an Internet connection. It’s delivered faster than an email, i.e. instantly after sending. What’s more, it also poses no SPAM and/or system compatibility problems . So it’s very practical.
Reading times 30x shorter than e-mail
With a turnaround time of just 3 minutes, compared with 90 minutes for email, e-commerce SMS is an ultra-efficient means of post-purchase communication! These figures are not surprising, however, given that we spend more and more time on our phones, wherever we are.
In its annual report entitled “The State of Mobile 2021”, App Annie, the global benchmark for the mobile applications market, revealed a 20% increase in time spent on a cell phone in 2020, with a global average of 4 hours and 10 minutes during the pandemic. The impact of SMS e-commerce is therefore undeniable.
Boost your customers’ commitment
E-commerce SMS has a local dimension. Its very nature makes it authentic, practical and attractive. You want to be closer to your customers, and SMS e-commerce is committed to that.
To find out more about customer satisfaction and loyalty, read our article on customer expectations in e-commerce.
E-commerce SMS has a wide reach
Most smartphone users continue to send SMS despite the availability of instant messaging applications. What’s more, 67% of the world’s population and 77% of the French population now have a cell phone. This means that over 5 billion people have access to a cell phone, most of whom can send and receive SMS. Last but not least, SMS is also considered an intergenerational mode of communication, although it is more familiar to younger generations, who are more comfortable with smartphones.
Consumers’ preferred communication channel
A recent Twilio study “State of Customer Communication Report 2021” confirms this: SMS is ranked as the number one communication channel that consumers want to use to communicate with companies in the majority of the world regions surveyed. It conveys the image of a modern company that is close to and attentive to its consumers. To optimize your e-commerce strategy, discover the steps involved in setting up an Order Management System and learn how to sell on Amazon without stock.
SMS e-commerce tracking notification with Shippingbo
As you can see, SMS is the Usain Bolt of post-purchase communication. Now all you have to do is add an email to make it even more effective, and ensure that the consumer gets the information they want, without even having to lift a finger!
Want to improve your customer engagement and loyalty? Find out how in our white paper dedicated to e-commerce SMS!
