Improve Customer Satisfaction with Personalized SMS

A happy customer is loyal to your brand and keeps buying. Every marketer knows that. So the challenge is to find ways to continuously improve customer experience and satisfaction. 

Email personalization is one way to do it. Another? Personalized SMS. 

SMS personalization has many of the same benefits as its email counterpart. Plus, with the Zembula platform, it’s easier than ever to send personalized texts to your readers using the same data that helps to individualize emails. 

Here are a few ways to start using personalized SMS to improve your customer satisfaction and experiences. 

Add more personal connections

No consumer wants to talk to a nameless, faceless brand. And no consumer wants to be customer number 839,293 instead of a person. With SMS, you can have a better connection with your subscribers and customers — and personalization helps. 

Address them by name, send messages when you know they’re around and interested, and provide the information they want — like shipping updates, product recommendations, and promotions. Even use geo-location to send messages that tie into weather and other local events.

Using data gives them a better, more personalized message, helps build trust, and enhances the customer experience. 

Improve engagement

Increasing engagement and action is always a struggle for marketers. But, personalization is a huge driver that helps get more consumers clicking. 

Just as with email, consumers want to get personalized communications from brands with SMS messages too. So don’t put in all the effort to personalize email and forget about SMS. 

With Zembula, there are tons of opportunities to add more personalization to every text message campaign. Start with name personalization. But don’t end there. Our animated messages highlight abandoned carts, sales promotions, and loyalty updates.

Include post-purchase communications

Consumer interactions should never end at purchase. Smart brands know it’s critical to keep the communication going, especially after the transaction is complete — and that includes SMS messages.

Use your SMS campaigns to stay in touch with customers after they’ve bought. And that doesn’t mean sending them sale updates. Provide instructions, educational information, and tips for getting the most out of the products they’ve bought.

Also, use your SMS to remind consumers when it’s time to re-fill a past purchase because they’re close to running out. These are great ways to continue to keep the conversation going with your customers and keep investing in them over the long term.

Focus on their interests

What’s so great about email personalization is it pulls in customer data and tracks behaviors to provide an overall picture of each shopper. Then, you can use those data-driven insights to send better, more personalized messages to your subscribers. 

The same is true with SMS, especially with the Zembula platform. We use the same data-driven insights for both SMS and email, relying on performative personalization — messages that drive action and engagement. 

When a subscriber know the texts they get from you are chock full of stuff that interests them, like product recommendations with ratings and reviews, it makes them far more likely to engage with your brand over the long term.

Overall, personalized SMS help businesses create a more personal connection with their customers, leading to better engagement, trust, and higher customer satisfaction. It’s a cost-effective way to improve customer service and build stronger relationships with your shoppers.

Do something different with your SMS campaigns

If you want to connect more with your customers and meet them where they are, all while delivering a great customer experience, it’s time to explore personalized SMS. 

We’d love to walk you through how Zembula works seamlessly with your existing SMS deployment platform and delivers engaging personalized text messages. 

If you’re ready to do something new and interesting with your SMS, get in touch. We’d love to help. Click here to request a demo.