How Using an SMS Short Code Can Improve Customer Engagement

Whether you have been using SMS marketing for a while or are just getting started, you are likely interesting in improving customer engagement through your campaign. After all, SMS is one of the best ways to get in touch with more customers at a quicker rate than any other mobile marketing tool. However, there is a way to improve engagement even more: using an SMS short code.

By utilizing an SMS short code and making the most out of your SMS campaign, you can not only generate better customer interactions, but increase customer retention as well. In this article, we are going to show you exactly how to do that. Let’s get into it.

What is a short code?

First, let’s define what exactly we mean we talk about using an SMS short code. Short codes are 5-6 character codes that can be sent in response to a marketing text message for a variety of reasons. Popular uses of short codes include opting-in to SMS campaigns, getting additional information, receiving a discount code, and many others.

Even though short codes have been around for over a decade, mobile marketing professionals are just now understanding the power of using them to engage customers. Most of the drive behind the success of mass text marketing has come from the fact that it is so convenient. By using an SMS short code in your messages, you are making things even simpler for customers.

However, simply putting an SMS short code in your marketing messages is not enough to ensure improved customer engagement. Like any tool, it only works when used correctly. Next, we are going to show you exactly how to get the most out of short codes and the correct way to use them.

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SMS compliance

The first and most important part of using SMS short codes well is to be compliant with the rules surrounding SMS. Compliance here is not only a best practice, but it’s actually the law. The main thing that you need to know is that without consent, you should never send a customer a marketing message.

Thankfully, short codes actually make this process simpler than ever before. By sending a text asking customers to join your campaign with a short code that they can respond with, your first big hurdle will be behind you and you can focus on improving customer engagement.

Even though this can seem like a hassle, having these rules in place is what makes mass text marketing so powerful. For a full list of SMS compliance best practices, check out this article from SimplyCast.

Keeping customers up-to-date

Now that you have started to add new subscribers through opt-in campaigns, which we should mention should be an ongoing thing, the time has come to actually engage with them. There are a few ways you can do this, and almost all of them can be improved by using an SMS short code. For instance, keeping customers up-to-date on new products or services.

An SMS message like this can bring attention to the new offering, then request a short code to gain more information. Not only is this a convenient way to show customers your products, but when they send back a short code, you know they are interested. User engagement metrics like this are invaluable to you and your company, so take note.

Customer Engagement

Running support

Another great way to improving your relationships with customers using short codes is by running support with them. An increasing number of companies are now doing this and finding it to be successful as it allows customers to get their questions answered in a timely manner. Compared with older technologies, SMS blows it out of the water.

Not only that, but by using an SMS short code in your support messages, you can automate almost the entire process. Let me explain: by linking up each of your short codes to the proper informational response, you can set up the support network for your business and then let it run automatically.

While there may be times when a customer needs a custom, non-automated response, most frequently asked questions are simple enough that they can be fully automated. This will save both you and your customers time, as well as show to your audience that you are on the ball.

Read also: 8 Best Practices for Writing the Perfect Text Blast

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Special offers and promotions

One of the most common and effective ways to use SMS short codes is for running special offers and promotions. If you have interacted with a company lately through SMS, you likely are familiar with what I am referring to. For example, last week I received an offer from my gym about a savings deal for the holidays where I simply had to reply OFFER to take advantage of it.

Although this is just one example of a short code can be used, there are plenty of others. The best part about this sort of campaign is again, seeing what your customers are interested in, but also keeping your brand on their mind. While this tool has been shown to convert more customers, it might also simply be the reminder they need to make a purchase from you another time.

This sort of constant communication is what you should aim for with your SMS campaign. By making it easy for customers to find you and know about your company, the more likely they are to stick with you for the long haul.

SMS campaign

Improving mobile engagement overall

So, what happens when you combine each of these SMS short code best practices? Your mobile engagement will improve across the board. Customers in today’s digital world are looking for a company that will make their lives easier with less work on their part and using an SMS short code in your campaigns is one of the best ways to show them that that is the kind of company you are.

As always, we hope that you found this article helpful for running your own business text messaging campaign. However, this article will only be helpful if you apply what you have learned, so why wait? Get started today!

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