Studies show that SMS open rates are as high as 98%, compared to just 20% of all emails. Additionally, on average it takes only 90 seconds for someone to respond to a text message and 90 minutes to respond to an email. So, SMS is a great way of reaching out to your customer who are not responsive over other channels.
Emarsys supports the following types of SMS:
- Transactional SMS
- Commercial/Marketing SMS
- Inbound SMS
For best practices and real-life examples, see the below sections.
Transactional SMS Messages
Transactional SMS messages are non-marketing automated messages, therefore they do not require opt-out information. Among others, types of transactional messages are the following:
- System notifications
- Password reset
- Ignore opt-out features
- Order confirmation / information
- Ticket booking confirmation or cancellation
- Information about shipping and delivery updates
Unlike scheduled or instantly sent promotional SMS campaigns, you need to set up transactional SMS only once and works automatically after that.
Transactional SMS examples:
Your order has been confirmed. Your purchased products will be delivered to 75 Windsor Road WATFORD WD91 6JI at 5:40pm.
You requested a new password at www.yourcompany.com. Your password reset code is 123456
Your order is ready for pickup! Please see a cashier.
Your verification number is 123456.
You can send transactional messages through Interactions and Automation Center programs. See Supported channels and Sending SMS using an Automation Center program.
Commercial/Marketing SMS Messages
There are several types of promotional SMS messages, which can effectively support your business. Among others, types of marketing text messages are the following:
- Offers and deals (e.g. discount offers, limited time promotions etc)
- Helpful tips and information (e.g. appointment availability, service hours etc)
Promotional messages require an explicit opt-in from the customer, also a simple and easy way needs to be provided for the customer to unsubscribe.
Promotional SMS examples:
All personal training sessions are 15% off until April 10th! Sign up at www.yourcompany.com. Reply STOP to unsubscribe
Dear Jason, wishing you a happy birthday from all of us at Your company! As a special birthday offer, we are giving you a 20% off your next treatment. Book your appointment until May 15th for your offer. Reply STOP to unsubscribe
THIS WEEK ONLY! Show this text at checkout and get 15% off your purchase. Click the link to unsubscribe: [unsubscribe link]
Greetings from Your company! Buy 1 pair of shoes and get another 50% off! Check out the offer at www.yourcompany.com. Click the link to unsubscribe: [unsubscribe link]
For more information about creating marketing SMS campaigns, see Creating an SMS campaign.
Inbound SMS Messages
In certain countries or regions, inbound numbers are required for sending text messages so the contacts can unsubscribe using the STOP keyword. However, other keywords can be used as well to collect other types of information, or to expand your SMS services.
Inbound numbers can be premium or standard short codes. The main difference is that premium inbound numbers are used for messaging that charges a premium price to the customer.
Among others, inbound SMS campaigns can be used for the following:
- To collect customer feedback or information such as email addresses.
- To launch competitions with prizes.
- Donation (with premium short code).
- Voting activities.
- Experimenting with new promotion techniques (e.g. quiz with a coupon as a reward)
Inbound SMS campaign examples:
Hi Alice, by entering our monthly competition, you can win $100 worth of our products. Reply WIN to take part. Reply STOP to unsubscribe.
Hello Lisa! We would like to ask you a feedback on your last order. Did you like the food? Reply YES or NO. Click the link to unsubscribe: [unsubscribe link]
Hi John, which training class do you prefer in our gym? Reply 1-3. 1: Crossfit, 2: Yoga, 3: Boxing. Reply STOP to unsubscribe.
For more information see End-user guides:: SMS Inbound Numbers.
SMS Transliteration
If you are interested in the enablement of SMS Transliteration feature, please contact Emarsys Product Support.
Please note that the SMS Transliteration feature works only with infobip as a service provider.
During transliteration special (unsupported) characters are replaced with similar or related ones that are part of the 7-bit default alphabet when using standard GSM message encoding.
When a message includes a character not supported by the default alphabet, then all characters are encoded based on a different standard and their maximum number is limited to 70 per message. Messages containing more than 70 characters will be split up into multiple parts, where each part is limited to 70 characters.
You can use the method of transliteration to handle special characters in SMS messages. Transliteration also allows you to use a maximum number of 160 characters per message instead of 70. However, as a result, the delivered message may differ from the original one. You can send SMS messages in the preferred alphabet and characters will be converted into the appropriately transliterated ones.
Characters not included in the default alphabet and not recognized by the selected language are replaced by the . symbol.
Notes:
- To check formatting of the transliterated message and the respective character count we recommend sending a test message.
- For more information on supported languages and limitations, please refer to the infobip documentation.