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Why Your Small Business Should Engage with Customers via SMS

In the digital age, engaging with customers has never been more critical for small businesses. Among the many channels available, SMS (Short Message Service) stands out as one of the most effective tools for customer communication. This article explores why your small business should adopt SMS to recover lost sales, deepen customer relationships, drive sales, and ensure long-term growth.

The Power of SMS for Small Businesses

Mobile phones have become an indispensable part of daily life, making SMS an ideal communication channel for businesses. Here are some statistics to consider:

  • SMS boasts a 98% open rate, far higher than email’s average open rate of around 20%.

  • Nearly 90% of text messages are read within three minutes of delivery.

  • With billions of mobile devices in use globally, SMS offers unparalleled reach.

Unlike emails or social media, SMS delivers messages directly into the hands of your customers in real-time, ensuring they see your updates instantly.

Matrucart has built the most-simple and effective SMS recovery tool that's perfect for your small business


Advantages of SMS for Customer Engagement

High Engagement Rates

With its near-instantaneous delivery and high open rates, SMS guarantees that your messages won’t get lost in spam folders or overlooked in crowded inboxes.

Cost-Effectiveness

For small businesses with limited budgets, SMS is a cost-efficient solution. Sending bulk messages is affordable, and its high engagement translates into significant ROI.

Direct and Personal Communication

SMS creates a sense of intimacy by allowing businesses to send personalized messages. A well-crafted text can make customers feel valued and understood.

Time-Saving and Automation

Modern SMS platforms enable small businesses to automate message scheduling, send reminders, and manage responses efficiently.


Best Practices for SMS Customer Engagement

Obtaining Consent

Always prioritize compliance by securing explicit consent from customers. Encourage sign-ups through in-store promotions, website pop-ups, or email campaigns.

Crafting Effective Messages

Ensure your SMS content is concise and compelling. For example:

  • Promotion Message: “Get 20% off your next purchase! Use code SAVE20. Offer ends Friday. [Your Business Name]”

Timing Matters

Sending messages during business hours increases engagement and avoids frustrating customers.

Call-to-Action Strategies

Incorporate clear CTAs, such as “Click here to shop now” or “Reply YES to confirm.” Strong CTAs drive immediate action.


How Small Businesses Can Use SMS Effectively

Promotions and Discounts

Announce special offers or limited-time sales to encourage purchases. For example:
“Flash Sale! 30% off all items until 8 PM. Don’t miss out!”

Appointment Reminders

Service businesses can reduce no-shows by sending automated reminders:
“Reminder: Your appointment with [Business Name] is on Jan 15 at 2 PM. Reply CONFIRM to confirm.”

Customer Feedback and Surveys

Gather valuable insights by asking for feedback:
“Tell us how we did! Click here to complete our 1-minute survey: [link].”

Order Updates

Keep customers informed with order confirmations and shipping updates:
“Your order #1234 has shipped and will arrive on Jan 18. Track it here: [link].”

Loyalty Programs

Reward repeat customers by sharing loyalty rewards or exclusive perks.


Industries Where SMS Excels for Small Businesses

Retail

Promote sales, new arrivals, or restocks.

Healthcare

Send appointment reminders or wellness tips.

Food and Beverage

Notify customers about daily specials or delivery status.

Real Estate

Update clients on listings, showings, or closing reminders.

Professional Services

Streamline client communication with updates or confirmations.


Challenges and How to Overcome Them

Compliance

Adhere to regulations like the Telephone Consumer Protection Act (TCPA) and GDPR by obtaining customer consent.

Relevance

Send messages that align with customer interests to avoid being labeled as spam.


The ROI of SMS for Small Businesses

The return on investment for SMS marketing is undeniable:

  • Businesses report an average ROI of $5 for every $1 spent on SMS campaigns.

  • SMS drives higher click-through rates compared to emails or online ads.


Conclusion

SMS marketing is a game-changer for small businesses, offering direct, cost-effective, and highly engaging customer communication. By adopting SMS, your business can foster stronger relationships, boost sales, and stay ahead in a competitive market.

Take the leap today—connect with your customers where it matters most: their phones.

Matrucart has built a dead-simple tool to help engage with your shoppers perfect for your small business.

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1/13/2025
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