SMS Templates: E-commerce User Experience

When people think SMS for e-commerce, the first thing that comes to mind is sales. Making the sale will always be your end goal, but if you want to focus on retaining your customer—you’ll need to provide them with the best possible user experience.

In the SMS templates below, we’ll show you different sets of messages that you can use to help elevate your overall e-commerce experience.

If you’re looking for something more sales related, check out these templates:

• Customer Loyalty, Sales, and Promotions Series
• Sales Templates

The Nitty Gritty

Before we dive in, it’s important to note that these SMS templates will display the flow of what happens after your customer makes an online purchase. Here are the text messages that we’ll focus on:

1. Order Confirmation
2. Shipping Confirmation
3. Delivery Confirmation
4. Customer Satisfaction

Now that we got that out of the way. Let’s get started.

Step One: Order Confirmation

We live in an instantaneous world now. When someone makes a purchase, sending an instant confirmation is a must. In a recent Ericsson report, they discovered that the average person experiences a 6% heart rate increase from just a two-second digital delay. This number rises to 38% once the delay reaches 6 seconds. That’s why it’s so important to send a confirmation immediately.

Message Sample:

Step Two: Shipping Confirmation

We recommend that you send two shipping confirmation messages when:

1. The package leaves your facility
2. The day before your package is delivered

Reason #2 is important because delivery dates vary no matter how accurate you think your estimates are. Customers love this because it takes the unpredictability factor out of online purchases. They’ll be able to better prepare their days to receive your package. Remember the anxiety factor. Customers want to feel like they’re in control.

Message Sample: (1):

Message Sample: (2):

Step Three: Delivery Confirmation

Whether their package was successfully or unsuccessfully delivered, keep your clients updated. Here are examples of great delivery confirmations:

Message Sample - Successful Delivery:

Message Sample - Unsuccessful Delivery:

Step Four: Satisfaction

Try to send this message out 4-7 days after your delivery confirmation. This gives your customer time to try your product.

Your customer experience initiatives shouldn’t end here. Customer retention is a long-term commitment. Follow up with an automated SMS message in three months to see how they’re doing, along with other personalised messages staggered throughout the rest of the year.

Here are some ideas for staggered messages:

• Birthday messages
• Anniversary message from date of 1st purchase
• Holiday Promotions: New Years / Easter / Labour Day / Thanksgiving / Christmas
• Special Themes: Valentines Day / Mother’s Day / Halloween / Flying Spaghetti Monster
• Special Moments: Movie Launches / Sporting Events / World Records / Awards
• Contests or competitions
• Personalised products and services related to their purchase history

In case you didn’t know, there are special days in the calendar that retailers can take advantage of for marketing campaigns.

Message Sample: