In Omnisend, we believe that contacting your customers through the appropriate communication channel is as much important as sending the relevant data. In this article, we are going to explain how you can use the SMS channel to confirm transactions, inform about shipping, remind about abandoned carts, and more.

Contents

Before you start
Set-up of the Automation with SMS channel
Multi channel sequence
Testing SMS in automation
SMS credits subscription
Reports

Before you start

  1. You need to have your contact's phone number in an international format: +11231234567 (+ country-code area-code phone-number)
  2. To start sending promotional newsletters via the SMS channel, you need to collect your customers' opt-ins for the SMS channel. If you want to send SMS messages to the US customers, you need to collect TCPA consents along with the opt-in records.
  3. Omnisend provides you with the phone numbers for the SMS messages sending.
  4. SMS channel is included in the Trial (limited amount), Pro and Enterprise plans; you can also purchase SMS credits as a subscription service (on the paid plans. For SMS messages sending to US numbers, additional charges may apply.
  5. Learn about SMS channel limitations for custom Sender's names
  6. You can either create a flow with the SMS channel only or with a combination of different channels.

 

Set-up of the Automation with SMS channel

The SMS message can be sent with any of the automation workflows available in Omnisend. Once you've chosen the workflow, you may start adding the message blocks to the sequence.

1. Add SMS block to the automation workflow

This block can be added to any stage of your sequence. You can send it right after the customer triggers the sequence or after some time passes by. While you might be interested in sending your Order Confirmation sequence immediately, you may want to give your customer some time before providing the discount code in the Abandoned Cart message.

2. Fill in the SMS message content

When you add this block to the sequence, a red bar with Missing SMS information warning appears. It informs that you are not yet set fully, and you still need to add your sender's name and the content of the message.

Look through the limitations to the sender's name before you provide one. 

Add personalization

SMS is a more intimate channel, so maintain that closeness by personalizing your messages. Send offers that are relevant based on location, or previous purchases.

In case the trigger you are using in the automation carries the unique data that is relevant to each of your customers in particular, you may add a link to the cart your customers abandoned or to the order tracking page.

3. Add opt-out instruction to the message

At the end of the message you may want to add the opt-out instruction. Even though this option is optional, we encourage you to add it to the content of your texts.

To comply with the TCPA requirements, we suggest adding a reply STOP to opt-out text for the US customers. Once the customer replies with this message, an automatic message will be sent informing about successful opt-out. Check this article for more information on TCPA compliant marketing.

Since the key-word replies are relevant for the US customers only, we suggest adding an Unsubscribe link for the rest of the recipients.

Keep in mind, adding the opt-out all non-transactional emails (Welcome, Abandoned Cart, etc.) sent to the US is mandatory. And even though there might be no special regulation for the non-US recipients adding opt-out instruction is still highly recommended since different countries may have different rules and requirements.

Important! This Unsubscribe link will ONLY unsubscribe the customers from the SMS. They will still receive the messages from any other channels to which they subscribed.

4. Review your message content 

In the Preview section you can see how this message will be shown for the US and non-US customers.

Important! Enable the "Pass non-opted-in contact to next workflow step" option, to ensure that non-subscribed customers for one channel go right away to the next channel in the flow. 

When you are happy with the text, click Update and continue working on your workflow. Feel free to add as many SMS messages to your workflow as you feel most appropriate.

Multi channel sequence

You could use SMS campaigns solely to deliver critical and time-sensitive messages at every step of the customer journey. However, you can't forego the limitations to the message content. Therefore, the best decision is a combination of different channels. For example, you may send an SMS message to capture your customer’s attention and add the photos of the abandoned products in the email follow up to remind them of what they’re missing.  

It is not only about the timing and reaching your customers personally but also about developing your brand awareness. 

Check our Blog for more examples on the Best Practices.

SMS Marketing: Guidelines and Examples for 2020

SMS Campaigns 101: Things To Know Before Starting (With Examples)


Testing SMS in automation

It's the easiest to test SMS in automation via Welcome, Order Confirmation, or Abandoned cart. Here is how:

  1. Add the SMS block in the workflow 
  2. Change the delay to trigger immediately
  3. Make the action on your store - sign up to receive the welcome message, make a test order or abandon the cart (make sure to provide your phone number and opt-in permission)
  4. Wait for that SMS message to be delivered!

 

SMS credits subscription

To start using the SMS channel for your marketing you need to make sure you have enough SMS credits in your account. The number of the SMS message you can send with a single SMS credit is based on the price for a single SMS in your recipients' countries.

  • On the Trial plan, you get $1 credit for SMS messages sending. Since the price for a single message in the US is $0.015, with $1 credit, 66 texts can be sent to US numbers.
  • On the Pro and Enterprise plans, you get FREE SMS credits equivalent to the price of your subscription. If you are paying $99 on the Pro plan, you get $99 on your SMS messages budget for month.
  • On any of the paid plans (Standard, Pro, and Enterprise), SMS credits can be purchased as a subscription service.

For the detailed information on the SMS pricing on each of the paid plans check the dedicated article. 


Reports

Reports for SMS contain:

  • Sent SMS. Subscribers that received SMS.
  • Click rate. If you message contained a link you will see here how many of the customers clicked on it.

Important note: open rates are not tracked for SMS. Make sure you include a clickable link in your SMS messages to see how many actions were initiated. Adding a link will let you see the click rates and measure client engagement via SMS channel.

Something is not working? Have a look at our Troubleshooting SMS channel article. If you have more questions or need any assistance, do not hesitate to contact our Support Team, which is available 24/7 and can be reached via In-app chat or email at support@omnisend.com

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