{"id":47486,"date":"2021-04-27T09:19:44","date_gmt":"2021-04-27T16:19:44","guid":{"rendered":"\/us\/en\/blog\/?p=47486"},"modified":"2025-01-30T12:38:59","modified_gmt":"2025-01-30T20:38:59","slug":"how-retailers-are-using-outbound-sms-for-sales-and-service","status":"publish","type":"post","link":"\/us\/en\/blog\/how-retailers-are-using-outbound-sms-for-sales-and-service\/","title":{"rendered":"How retailers are using outbound SMS for sales and service"},"content":{"rendered":"<p><strong>Highlights:<\/strong><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><strong>Mobile-first retail consumers expect communications on their preferred channels<\/strong><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><strong>Customers have indicated a preference to both send and receive retailer SMS messages\u00a0<\/strong><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><strong>There are multiple use cases for high-volume SMS in retail<\/strong><\/li>\n<\/ul>\n<hr \/>\n<p>Today\u2019s mobile-first consumers have higher expectations than their predecessors. They use new tools during their shopping experience, and they expect retailers to communicate with them through their preferred channels when it\u2019s convenient for them.<\/p>\n<p>To retain customers, retailers must adapt with new strategies and techniques. One powerful way to communicate with customers is through outbound SMS. In this post, we\u2019ll explain how outbound SMS works and how to use it to connect with customers.<\/p>\n<h2 class=\"heading h2\">How can I communicate with my customers via text message?<\/h2>\n<p>As a retailer, you need to think seriously about adding SMS capabilities to your customer interactions for two main reasons:<\/p>\n<ul>\n<li aria-level=\"1\">Customers want to be able to get in touch with your business via text message.<\/li>\n<li aria-level=\"1\">Customers want to receive text messages from you about the status of their order, curbside pickup instructions, etc.<\/li>\n<\/ul>\n<p>The second reason might be somewhat surprising \u2013 after all, customers can be very selective about which messages they\u2019re interested in receiving. The <a href=\"https:\/\/learn.g2.com\/sms-marketing-statistics\">top three SMS text message types<\/a> customers say they like to receive are updates on their shipping tracking for products (75%), receiving order status and confirmations (65%), and scheduling reminders (46%).<\/p>\n<h2>Why text messaging for retail contact centers is more important than ever before<\/h2>\n<p><span style=\"font-weight: 400;\">Retailers shouldn\u2019t ignore the power of outbound SMS in their contact center. SMS messages have a higher read rate than emails \u2013<\/span> <a href=\"http:\/\/mobilemarketingwatch.com\/sms-marketing-wallops-email-with-98-open-rate-and-only-1-spam-43866\/\"><span style=\"font-weight: 400;\">consumers open 98% of text messages<\/span><\/a><span style=\"font-weight: 400;\">. Moreover,<\/span> <a href=\"https:\/\/www.shopify.ca\/retail\/retail-sms-marketing\"><span style=\"font-weight: 400;\">78% of consumers<\/span><\/a><span style=\"font-weight: 400;\"> say that SMS is the best way to reach them.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Keeping customers engaged via SMS messages at a time when many are choosing to forego physical trips to brick and mortar retailers is a smart move for retailers. Sending updates, reminders, and notifications when appropriate keeps your brand top of mind with consumers. For instance, sending a thank you message via SMS following a sale is an excellent way to nurture a continuing relationship with your customers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You do not have to always send SMS messages on a customer-by-customer basis. Some messages may need to be broadcast to a larger swath of customers. The most effective way to do this is through a technique known as \u201chigh-volume SMS.\u201d <\/span><\/p>\n<h2 class=\"heading h2\">What is high volume SMS?<\/h2>\n<p><a href=\"https:\/\/www.ringcentral.com\/whyringcentral\/company\/pressreleases\/ringcentral-announces-fully-integrated-high-volume-sms-services-for-rapid-business-communications.html\"><span style=\"font-weight: 400;\">High-volume SMS<\/span><\/a><span style=\"font-weight: 400;\"> is a way for companies to send many text messages to many customers at once. It uses application-to-person (A2P) technology.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A2P technology queues up thousands of messages to customers, then sends them out at a specified date and time. The benefit of using A2P technology is that you don\u2019t need to purchase or program a new number \u2013 you can use your existing number. That saves you time and money. <\/span><\/p>\n<h2 class=\"heading h2\">How can I message all of my customers at once?<\/h2>\n<p>If you want to message all of your customers at once, you need a <a href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center<\/a> platform that supports high-volume SMS.<\/p>\n<p><a href=\"https:\/\/developers.ringcentral.com\/guide\/messaging\/sms\/high-volume\/sending-highvolume-sms\">RingCentral\u2019s contact center software<\/a> enables retailers to message thousands of customers at once. Moreover, messaging can be carried out through the app, so there\u2019s no need to involve the IT department.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-47487\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/04\/smiling-woman-typing-on-a-computer-keyboard.jpeg\" alt=\"Smiling woman typing on a computer keyboard\" width=\"929\" height=\"671\" \/><\/p>\n<h2 class=\"heading h2\">What are use cases for outbound SMS in retail contact centers?<\/h2>\n<p>What are some of the ways retailers can use outbound SMS in their contact centers?<\/p>\n<ul>\n<li aria-level=\"1\">A welcome series of texts<\/li>\n<li aria-level=\"1\">Loyalty programs<\/li>\n<li aria-level=\"1\">Abandoned cart recovery<\/li>\n<li aria-level=\"1\">Reply to purchase<\/li>\n<li aria-level=\"1\">Promotions<\/li>\n<li aria-level=\"1\">Reminders and notifications<\/li>\n<\/ul>\n<h3 class=\"heading h2 h3\">A welcome-to-our-company series of texts<\/h3>\n<p>When customers buy something for the first time, you can send them a series of automated welcome text messages.<\/p>\n<p>These text messages introduce the customer to your company and let them know what they can expect \u2013 how often they\u2019ll hear from you, and what kind of messages you send out.<\/p>\n<h3 class=\"heading h3\">Loyalty programs<\/h3>\n<p>Loyalty programs can be an easy source of revenue \u2013 you\u2019re targeting customers who are already interested in shopping your brand. Yet, today\u2019s customers want more. A 2018 study shows that <a href=\"https:\/\/codebroker.com\/resources2\/doc\/CodeBroker_2018_Mobile_Loyalty_Survey_Results.pdf\">75% of consumers<\/a> say they would engage more with loyalty programs that they could easily access from a smartphone.<\/p>\n<p>With high-volume outbound SMS, you can reward customers for their loyalty while making it easier for them to access the program. Examples of text messages to loyalty program members could include:<\/p>\n<ul>\n<li aria-level=\"1\">News about early product releases<\/li>\n<li aria-level=\"1\">Exclusive deals<\/li>\n<li aria-level=\"1\">Recommendations for products based on previous shopping history<\/li>\n<\/ul>\n<h3 class=\"heading h3\">Abandoned cart recovery<\/h3>\n<p>There are times that customers don\u2019t go through with a purchase, and there could be any number of reasons for that. Sometimes, something else comes up, and they just forget.<\/p>\n<p>Abandoned cart recovery text messages remind customers that they have items in their cart waiting. The text message could spur them to make the purchase, ensuring revenue for you. Automated messages can yield a high return, considering they cost just pennies to send.<\/p>\n<h3 class=\"heading h3\">Reply to purchase<\/h3>\n<p>Another way to boost revenue is to text customers with items they might be interested in buying. They can respond to the SMS with \u201cyes\u201d or \u201cbuy\u201d if they\u2019re interested.<\/p>\n<p>A positive response to such a text automatically purchases the item for the customer. In addition to boosting revenue, these types of SMS messages are an easy, inexpensive way to build brand loyalty \u2013 customers like being exposed to new products they find useful, and they don\u2019t even need to expend the effort to search for them.<\/p>\n<h3 class=\"heading h3\">Promotions<\/h3>\n<p>Promotions are probably one of the most popular ways to use high-volume outbound SMS. If you\u2019re having a sale, this type of text message is an easy way to let many customers know about it at once, provided you use good judgment regarding the frequency and tone of such messages. It is important to avoid the customer perception that your business is \u201cspamming\u201d customers, so carefully consider when and how to use outbound SMS for promotions to ensure a good customer experience.<\/p>\n<h3 class=\"heading h3\">Reminders and notifications<\/h3>\n<p>Retailers can use outbound SMS for service calls as well.<\/p>\n<p>High-volume SMS capabilities can send out notifications that a service appointment has been scheduled. Automated reminders alert customers that a service technician will be coming at a specified date and time. Additionally, a notification could be automatically sent out when a service technician is on the way.<\/p>\n<h2 class=\"heading h2\">RingCentral: enabling high-volume outbound SMS for retail contact centers<\/h2>\n<p>RingCentral\u2019s high-volume outbound <a href=\"https:\/\/developers.ringcentral.com\/api-products\/sms\">SMS capabilities<\/a> enable retailers to reach customers quickly and easily. Find out more about <a href=\"https:\/\/www.ringcentral.com\/apps\/high-volume-sms\">high-volume SMS here<\/a> or <a href=\"https:\/\/www.ringcentral.com\/view_demo.html\">get a demo<\/a> of RingCentral\u2019s customer engagement solutions.<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Highlights: Mobile-first retail consumers expect communications on their preferred channels Customers have indicated a preference to both send and receive retailer SMS messages\u00a0 There are multiple use cases for high-volume SMS in retail Today\u2019s mobile-first consumers have higher expectations than their predecessors. They use new tools during their shopping experience, and they expect retailers to &#8230;<\/p>\n","protected":false},"author":29,"featured_media":47488,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4,18670],"tags":[380],"class_list":["post-47486","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","category-retail","tag-sales"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How retailers are using outbound SMS for sales and service | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Retailers can use high-volume outbound SMS to communicate with all of their customers at once, boosting loyalty and revenue.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, 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