SMS (Short Message Service) is a popular and effective communication channel that brands are utilising to strengthen customer relationships. Here are several ways in which brands are using SMS for this purpose :


  • a) Personalised messaging : Brands can send personalised SMS messages to customers, addressing them by name and tailoring the content based on their preferences, purchase history, or other relevant data. Personalization helps create a stronger connection and makes customers feel valued.
  • b) Order updates and notifications : SMS is an ideal channel for providing order updates, such as order confirmations, shipment tracking, and delivery notifications. Brands can keep customers informed about their purchases in real-time, increasing transparency and reducing anxiety.
  • c) Exclusive offers and promotions : Brands can send exclusive SMS offers and promotions directly to customers. These could be personalised discounts, early access to sales, or limited-time deals. By offering special perks through SMS, brands can reward customer loyalty and encourage repeat purchases.
  • d) Surveys and feedback requests : SMS can be used to gather customer feedback and insights. Brands can send quick surveys or feedback requests via SMS, making it convenient for customers to respond. This helps brands understand customer needs, preferences, and areas for improvement, demonstrating that their opinions matter.
  • e) Appointment reminders : Service-based businesses, such as salons, clinics, or restaurants, can send SMS reminders to customers about upcoming appointments. This helps reduce no-shows and enables customers to reschedule if needed, enhancing the overall customer experience.
  • f) Customer support and assistance: SMS provides a direct and convenient channel for customers to reach out for support or assistance. Brands can offer a dedicated SMS helpline where customers can send their queries, issues, or requests, and receive prompt responses. This quick and accessible communication option can enhance customer satisfaction and loyalty.
  • f) Loyalty program updates : SMS can be used to update customers about their loyalty program status, reward points, or special offers available to them. Brands can keep customers engaged and motivated to participate in the program by sending regular SMS updates and reminders.
  • g) Event invitations and reminders : Brands can leverage SMS to send event invitations, reminders, and RSVP options to customers. Whether it’s an in-store event, webinar, or product launch, SMS ensures that customers receive timely information and can easily respond or register.

When using SMS to strengthen customer relationships, it’s essential for brands to prioritise permission-based marketing and comply with relevant data protection regulations. Respecting customers’ privacy preferences and ensuring the messages are relevant and valuable are crucial factors for success.