In one of our latest articles we talked about the different uses of transactional SMS for Ecommerce. On that occasion, we focused on how to improve your communication and sales using text messages. However, we are convinced that in this topic there is a lot more to say. Because of that, we want to dive deep into how this type of SMS can help online stores to increase their sales, deepen their relationship with consumers, and offer a more personalized relation. All of this to earn your potential clients’ trust. Shall we?
In the first place, it’s important to have in mind what transactional SMS are. As we have told you in other occasions, these are communications related to an economic translation or commercial relationship between a company (or entity) and consumers. Their main objective is to help or favor a transaction by sending key aspects the receiver needs about a purchase (for example, the state of delivery).
You should not confuse them with promotional or commercial SMS which are much more focused on direct sales. However, do not underestimate them for this because indirectly (by generating empathy, brand image, good user experience and, all in all, building trust) they favor sales, recurrent or complementary.
This is precisely what we wanted to mention: how to build trust and loyalty with this type of text message. In this sense, it’s important to take into account that the trust of your clients is the key that opens most sales. That is why it’s so important to get it and, once you have it, to take care of it as if it’s a rare flower. Data speaks for itself: almost 40% of Spanish consumers have trust in the brands they buy.
However, these people demand more and more to trust in them. They consider that a brand should have:
And here is when this type of SMS is helpful for an Ecommerce company to achieve these objectives. For this, it’s important for an online store to create a flawless user experience. That means that personalization and controlling the process go hand in hand. Let’s see how:
Solving issues fast and efficiently is a good way to increase your clients’ trust in the brand, turning weaknesses into strengths. SMS can be used as a tool for communication in case of an issue (to solve internal and external conflicts). They are quick, they have a high open rate and it’s a clear and direct way of communication.
So, at an internal level, you can use this type of message to:
They are also very useful when informing clients of possible problems or communicate the management of issues to your clients:
Undoubtedly, another way to gain the trust of your clients is by giving them a feeling of safety and privacy during the whole process of registering and buyung. SMS are perfect for this, as they are personalizable and sent via mobile phone (which is usually accessed only by its owner), guaranteeing more privacy. Let’s see how they can help an Ecommerce in this sense:
We have seen how transactional SMS can help generate trust and ease by solving issues and by providing an extra security layer. However, in this process of building trust with the client, we can also use SMS to offer a personalized experience and generate more complicity. How?
It’s quite simple. You need to know that keeping constant communication is good during the purchasing process (from payment until after the delivery, with reviews, etc). Why? Because this communication, that covers all the stages when ordering, keeps the client updated and keeps you closer virtually. Besides, it makes the online store closer to the user. This is particularly important in case of issues such as lack of stock, transportation delays, lack of payment confirmation,etc.
If you have reached this stage, you probably know that text messages are a good tool for an Ecommerce company to build trust with their clients. This usually translates into more sales and loyal consumers. But if you still have doubts, reach out to us at LabsMobile and we will be happy to help you with your mass SMS strategy. We’ll be happy to help!