Quick Guide to Terms
✅SMS (Short Message Service)
A communication method allowing text messages of up to 160 characters to be sent to mobile devices.
✅MMS (Multimedia Messaging Service)
An upgraded version of SMS that includes images, videos, GIFs, or audio.
✅Shortcode
A 5-6 digit number used to send or receive SMS messages for businesses.
✅Transactional SMS
Automated texts triggered by a user’s action (e.g. order confirmation, delivery update).
✅Promotional SMS
Texts promoting sales, events, or exclusive offers.
✅Opt-in Compliance
User consent required before sending marketing texts, following TCPA and GDPR regulations.
✅Open Rate
Percentage of recipients who open a message—SMS typically has a 90%+ open rate.
✅Click-Through Rate (CTR)
The percentage of users who click a link within your SMS.
Table of contents
What Is SMS Marketing?
At its core, SMS marketing is the art of using text messages to reach, engage, and convert customers. It’s permission-based, meaning users must opt in—and typically used for:

- Product launches
- Flash sales
- Order updates
- Appointment reminders
- Feedback requests
Unlike email, it hits faster, feels more personal, and doesn’t get buried under promotions or spam tabs.
Why SMS Marketing Works (and Wins)
Direct, Unfiltered Access
When you send a text, it lands directly on the home screen—not a promotions folder. That’s a prime spot for attention.
- Average Open Rate: 98%
- Read within 3 minutes: 90%
- Email Open Rate: 15–25% (on a good day)
Minimal Clutter, Maximum Impact
There’s no competition with 30 other brands in an inbox. Texts are standalone interactions. It’s just you and the recipient.
Real-Time Communication
Need to promote a flash sale that ends in 6 hours?
An email might go unnoticed. A text gets opened instantly.
Use Case:
“Your VIP discount ends in 3 hours. Tap here to shop [link]”
Personal + Conversational Tone
Texting feels human. When done right, it mirrors how we talk to friends. That means:
- Using first names
- Injecting emojis
- Keeping it casual, not corporate
Example:
“Hey Jess Your order is packed and on its way Get ready to glow”
Use Cases for SMS Marketing
Use Case | Description | Best For |
---|---|---|
Flash Sales | Short-term offers with urgency | Ecom & DTC brands |
Product Drops | Early access or launch alerts | Loyalty/VIP lists |
Abandoned Cart Recovery | Nudge to complete purchase | Shopify stores |
Appointment Reminders | Reduce no-shows | Salons, clinics |
Internal Alerts | Staff scheduling or critical updates | Enterprises |
Customer Feedback | Post-purchase review or NPS requests | Service providers |
How SMS Marketing Works (Step-by-Step)
- Choose a Platform
Top tools include Klaviyo, Postscript, Attentive, and SMSBump. - Build a List
You need explicit permission. Common methods:- Opt-in at checkout
- Pop-up with discount offer
- Embedded forms with consent checkbox
- Segment Your Audience
Send personalized messages based on:- Purchase behavior
- Location
- Past engagement
- Create the Message
Keep it short, clear, and actionable. Add urgency. - Schedule or Automate
Use time triggers, cart abandonment, or browsing behavior. - Track Performance
Monitor:- Delivery rate
- Click-through rate (CTR)
- Revenue per message
SMS vs. Email: Why It’s Not Either/Or

Texting and email are not enemies—they’re the perfect duo.
Channel | Strengths | Best Use |
---|---|---|
Long-form content, branding | Newsletters, education, product deep dives | |
SMS | Speed, urgency, visibility | Promotions, updates, reminders |
Power Combo Example:
- Email: “Here’s our full Fall Lookbook 🍁”
- SMS: “Your 15% Fall discount expires tonight 🔥”
SMS Marketing Examples by Industry
Ecommerce
- “Your order #7456 is confirmed It ships tomorrow. Track it here: [link]”
- “VIP Early Access starts now. Shop our Black Friday sale before anyone else [link]”
Travel & Hospitality
- “Your flight AA123 to NYC is now boarding at Gate C12 ”
- “Your hotel check-in starts in 2 hours. Need directions? Tap here [link]”
Service-Based Businesses
- “Hi Amy! Just a reminder: Your haircut is tomorrow at 10AM Reply YES to confirm.”
Large Organizations
- “Office closed tomorrow due to weather. Work from home protocol in effect.”
Compliance: Don’t Skip This Part
SMS marketing is powerful, but it’s also regulated. To stay compliant:
- ✅ Always get opt-in consent
- ✅ Provide opt-out instructions (e.g. “Reply STOP to unsubscribe”)
- ✅ Log consent timestamps
- ✅ Never buy lists—only use organic signups
Failing to follow laws like the TCPA (U.S.) or GDPR (EU) can result in huge fines.
Advanced SMS Strategies
Abandoned Cart Recovery via SMS
- Time-based: 15 mins after cart left
- Personalization: Product name, image, price
- CTA: “Complete your order now for 10% off!”
Loyalty & Rewards Programs
Text exclusive offers to VIP segments:
“You’ve earned $10 off, VIP Use code LOYAL10 at checkout.”
Post-Purchase Nurture
- Ask for a review
- Recommend complementary products
- Share product usage tips or how-to videos
Metrics That Matter
Metric | What’s Good? | Why It Matters |
---|---|---|
Open Rate | 90–98% | Texts are almost always seen |
CTR | 15–45% | High engagement = more traffic |
Opt-Out Rate | Under 2% | Keeps list healthy |
Revenue per Message | $0.10–$0.50+ | ROI benchmark |
Building Your SMS Campaign in Klaviyo (Quick Setup)
- Enable SMS in your account
- Create opt-in flow (popup or embedded)
- Design welcome flow with:
- Opt-in confirmation
- Welcome discount
- Browse abandonment follow-up
- Test delivery on multiple carriers
- Monitor analytics + adjust CTA language
Want us to build your Klaviyo SMS setup? We’ve got the templates ready.
Common SMS Marketing Mistakes to Avoid
- ❌ Spamming users with daily promos
- ❌ Not including opt-out instructions
- ❌ Sending without segmentation
- ❌ Forgetting time zones (don’t text at 3AM)
- ❌ Using long, email-style copy (keep it short!)
Subject Lines That Work (A/B Test These)
- “Your 10% discount expires in 3 hours ”
- “Just checking in… your cart’s still here”
- “Amy, your favorites are back in stock ”
- “We packed your order It ships today!”
Frequently Asked Questions
Why Texting Is Taking Over Email Marketing
1. Is SMS marketing legal?
Yes, if done with proper consent. Always follow TCPA, GDPR, and CAN-SPAM regulations.
2. How many texts should I send per week?
Start with 2–4 per month. Increase based on engagement. Over-texting leads to unsubscribes.
3. What’s the best platform for SMS marketing?
Klaviyo, Postscript, and Attentive are top choices for eCom and Shopify brands.
4. Do SMS messages need branding?
Yes. Always include your brand name in the message so it’s instantly recognizable.
5. Can I use SMS and email together?
Absolutely. They work best as a team. Use email for content, SMS for action.
6. How do I grow my SMS list?
Use pop-ups, checkout opt-ins, and lead magnets. Incentives like discounts work well.
Final Takeaway: SMS Isn’t Optional Anymore
Texting isn’t the future of marketing—it’s the now. It’s intimate. Fast. Highly visible. And if you’re not using it, you’re leaving engagement (and revenue) on the table.
Pair it with email, personalize it, respect user privacy—and watch your conversions take off.
Need help implementing this?
Let us take the hassle of managing your email marketing channel off your hands. Book a strategy call with our team today and see how we can scale your revenue, customer retention, and lifetime value with tailored strategies. Click here to get started.
Curious about how your Klaviyo is performing?
We’ll audit your account for free. Discover hidden opportunities to boost your revenue, and find out what you’re doing right and what could be done better. Click here to claim your free Klaviyo audit.
Want to see how we’ve helped brands just like yours scale?
Check out our case studies and see the impact for yourself. Click here to explore.
Read Our Other Blogs

Attract More Customers: Which Videos to Use in Your Email Marketing and Why



8 eCommerce Customer Service Mistakes You NEED to Stop Making (Like, Yesterday)



Creating The Perfect E-Commerce Tech Stack




Not Sure Where to Start?
Let's find the biggest retention opportunities in your business. Get a free Klaviyo audit or retention consultation.

