Over the last few years, we’ve probably heard how much e-commerce has continued to expand and become more and more popular. We’ve all also seen the news about Amazon and probably seen their stock increase. With people stuck at home, hesitant to go in-person to a store, and having a lot more time on their hands, there is a reason a company like Amazon has grown in popularity since 2020.
Businesses across the United States are jumping on board to give their customers this shopping experience, but this has also forced businesses to change the face of many other aspects of their company.
Whether it is a smaller boutique store, a household brand that has been around for years, or a massive retailer that spans multiple categories of goods, e-commerce has helped keep businesses open. And, customers LOVE this shopping experience. To search, purchase, and set up shipping deliveries online all in one place is super convenient, and customers do not have to leave the comfort of their homes.
E-commerce, or electronic commerce, is here to stay, and retail stores are coming up with creative ways to attract and keep customers. One of these ways is through two-way SMS.
Two-way SMS is a specific texting system set up via an online platform and connects businesses with their customers in a simple, fast, and highly personalized way.
Telecommunications statistics estimate that the percentage of adults in the United States who own a smartphone has doubled over the last decade. Of that percentage, over 75% own a smartphone, and users span across all demographics and age groups. This also means that an extremely high percentage of consumers in the United States have a smartphone.
These smartphones are in our pockets, purses, and on our person for the vast majority of the day. Statistics show that the average adult spends over three hours on their smartphone throughout the day, NOT including work. Smartphones are:
By utilizing a form of communication on a device that the overwhelming majority of customers use day-to-day, businesses can unlock a whole new set of experiences for customers using tools like two-way SMS.
A colleague wanted to buy a new high-quality blanket from a specialty household goods store the other day. We zoomed in on her e-commerce experience over a month and saw just how powerful the company utilized two-way SMS:
We were so impressed with how the system was automatic, but it was designed for our colleague to choose what she wanted to do or see or participate in. It was so unlike an email marketing campaign experience where something can be sent to junk mail or piles up and gets ignored. She opened every text almost immediately, replied almost immediately, or spent some time shopping based on the link sent.
This was a fully automated example, but we learned that if she had clicked “N” or no during the question about her product arriving safely and to her satisfaction, the system would have switched into help desk mode. In this experience, we saw personalized gratitude from the company, tracking in real-time, immediately triggered responses based on her customer journey, and ongoing marketing promotions all through one place.
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