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Post-purchase SMS lets customers know you care, allows them to reach out if they have any problems, and turns them into loyal customers who keep coming back for more. This post-purchase communication, combined with SMS’s incredible open rates, gives you a recipe for success.
A customer made a purchase! **insert your favorite celebration gif here** Now it’s time to turn your marketing magic into a post-purchase strategy. Reviews, retention, and revenue are just three of the benefits that can come from a post-purchase SMS strategy.
An eCommerce review expert, Junip CEO and Co-founder Stuart Arsenault, said on a recent podcast, “When it comes to the eCommerce experience or even the review experience, you have to be excellent. You can't just upload a bunch of fake reviews anymore. You have to have really good content.“
Reviews are a pivotal part of customer conversions because people trust people. Qualtrics review statistics show just how powerful reviews really are. 91% of 18-34 year-olds trust online reviews as much as personal recommendations. That’s close to the same level as the holy grail of marketing—word of mouth.
A 2021 study of the conversion impact of user-generated content analyzed activity on Product Detail Pages (PDPs) from 1,200 eCommerce websites and found that consumers who interact with ratings and reviews convert at 120.3% versus the rate of those who don’t.
By using automated SMS drips, you can ensure you’re sending the review request at the right time and never miss an opportunity. For some products, such as a necklace, it may be best to ask for a review a day or two after the product was delivered. It is easy for a customer to love the product right away and give feedback. For other products, it would be better to let the customer use the product for a while before asking for a review. A customer that just bought a new snowboard may need a few weeks to actually try out the product.
💡 Listen/watch Stuart discuss how Junip was founded, why eCommerce reviews are so important, and how reviews turn customers into creators.
Now that your customers have purchased, it is your goal to keep them coming back for more. As you have probably heard many times, it’s anywhere from five to 25 times more expensive to gain a new customer than to retain an existing one. With recent changes in the digital marketing ecosystem costs of acquiring new customers are higher than ever.
Brands that focus on customer loyalty are seeing the benefits. Research done by Bain & Company found that a 5% increase in customer retention can increase profits by 25% to 95%.
Post-purchase is the perfect time to encourage customers to sign up for your loyalty program. Your post-purchase loyalty text could look something like this:
“You could earn X points from your last purchase! Sign up for our rewards program now to get perks such as free shipping and more!”
Loyalty programs give the customers that have the warm fuzzy feeling for your brand an even deeper connection. They literally get rewarded for interacting and shopping with you. But loyalty programs go beyond making a community around your brand. It can tap into customer motivations to increase repeat purchases and customer lifetime value (CLTV). Loyalty programs can consist of points, rewards, and tiers to motivate customers by awarding for:
👀 Read more on how to support your loyalty program with SMS here.
Chargebacks suck for brands. A chargebacks is a form of consumer protection that allows cardholders to dispute a charge and have the transaction amount returned to them. On the merchant side, this means the revenue is taken from you unless you can prove the cardholder is wrong. Basically, it’s a “guilty until proven innocent” situation.
To gain back revenue, merchants need to provide evidence against the cardholder's claim in the form of a dispute response document.
It can be as easy as a couple of clicks on a bank’s app to dispute a charge. To combat this, you need to make it incredibly easy to reach out to your company. You want to encourage customers to reach out to you instead of their bank if they have a problem.
This is where a post-purchase text can give the customer a chance to chat with your brand directly if they are having any problems with the product or service. SMS provides real-time connection and high open rates allowing you to resolve problems and answer questions quickly while being more flexible than live chats.
Preventing chargebacks will help retain revenue and improve your customer experience.
Customer lifetime value (CLTV) is a key marketing metric to track your customer experience and how your customers contribute to your company as a whole. This is the total amount spent by customers throughout the period of their relationship with your brand. It is more cost-efficient to retain existing customers than to acquire new ones, so increasing the value of your current customers is important to the growth of your brand. Post-purchase follow-up through SMS shows your customers that you care about them and their experience with your brand. Making sure your customers feel special with every touch point is the best way to gain their loyalty, and this includes after they have purchased.
Post-purchase SMS allows you to turn customers into evangelists. Sending a text at the right time lets the customer know you care, allows them to reach out if they have any problems, and turns them into loyal customers that keep coming back for more. This post-purchase communication, combined with SMS’s incredible open rates, gives you a recipe for success.
Maximizing customer lifetime value (CLTV) is the north star of every SMS platform. But at Voyage, we don't just talk the talk, we walk the walk. Our innovative SMS platform (with the most advanced SMS-first segmentation builder on the market) is paired with expertise from our team of accomplished eCommerce founders and best-in-class technical product managers — so you send the right message to the right person at the right time.
Ready to start sending the perfect post-purchase SMS? Get a demo today!
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