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How to Improve Customer Retention Through SMS Messaging

Featured image by Priscilla Du Preez on Unsplash

SMS messaging still packs a huge wallop when it comes to customer retention for small businesses. What’s more, it’s affordable.

Do You Have Trouble Keeping up with Digital Marketing’s Latest Trends?

In a digital marketing world where big businesses with deep pockets are enamored with artificial intelligence, virtual reality, and machine learning, it can be difficult for small businesses to keep up. However, one key benefit of text marketing is that businesses can use it with great effect with regard to customer retention.

Customer retention is a critical factor for businesses, now more than ever. You want to see customers more than once. In fact, you want them to become loyal customers. Here is how SMS messaging can support you in doing just that.


Use SMS Messaging to Provide Top-Notch Customer Service

Your customers sometimes have questions or run into difficulties they need support with. You can give them the support they need through SMS messaging.

For example, take a look at a service like TouchSMS online SMS platform. This company offers customer service features to businesses. They provide your customers with around-the-clock support, giving them instant answers and help for any questions they may have.

Keep Customers Engaged with SMS Messaging

There is no doubt that customer retention is essential to your business. In fact, some studies suggest that even a modest 5 percent increase in retention can lead to increased profits, all the way from 25 percent to 95 percent.

An SMS messaging approach can be critical to giving your business this boost. You already know how much your customers love to text. Instant messaging might have left traditional means and migrated to WhatsApp and other services. However, sending and receiving messages is still what your customers are doing each and every day.

Using personalized SMS messages, you can invite your customers to a promotion or touch base with them every two or three months. Basically, you’ll just be reminding them you’re still there for them. These are great ways to continue engaging with your customers. You can start your SMS campaign by setting up an account with a reputable online SMS service provider.

Are You Using Push Notifications?

Do you make use of push notifications as part of your marketing strategy? You should.

Here’s how it could work. Let’s say your business has a number of locations. So you use geofencing to recognize when a customer is near one of your stores. Then you send a notification offering a special, one-time-only deal just for them.


Because the messages are personalized, customers often receive them far better. In fact, they can be exactly the calls to action that bring them back to your business.

All Your SMS Messaging Wil Be Permission-Based

There is nothing spammy or invasive about these SMS messages, either. This is because the consumer has the chance to opt in or to opt out. This happens both in the beginning when they first share their number and additionally with your successive SMS marketing messages.


Therefore you can rest easy in the knowledge that you are targeting customers with their permission, further increasing the trust between your brand and your customers.

Additionally, you can really personalize your SMS messages. This taps into customers’ emotions and adds a human element. All of this contributes enormously toward increasing your company’s customer retention.