What are SMS conversations in Klaviyo?

In Klaviyo ‘SMS conversations‘ are a two-way communication mode activated by a customer replying to your sending number without the use of an automation-triggering keyword.

Unlike one-way SMS messages, two-way SMS conversations allow you to receive customer messages, such as product-related inquiries, and respond to them in real time.

Once you set up Klaviyo SMS, your subscribers will be able to initiate SMS conversations, which anyone from the owners, admins, managers, or support roles in your account can manage. Note that this feature is unavailable with branded sender IDs as these cannot receive inbound messages.

How to use SMS conversations for marketing

Here are 4 ways to use SMS conversations for mobile marketing:

  1. Abandoned cart recovery: Send out SMS campaigns to customers who have abandoned their carts. Write your message to encourage them to ask questions about the items left behind. If they reply, address any concerns and help them complete their purchase.
  2. Product announcements: Use promotional messages to announce new launches and invite customers to reply with any product-related inquiries.
  3. Post-delivery follow-up: After a customer has received their order, follow up with an SMS asking if they are satisfied and encourage them to leave a review.
  4. Special discounts: Message customers on their birthday or the anniversary of their first purchase. Offer them a special discount to celebrate and invite them to reach out with any questions.

Benefits of SMS conversations 

SMS conversations help you address barriers to purchase and strengthen your connection with your customers. Here’s how:

  • Increased retention rates: Address customer needs in real time. SMS conversations help you provide a better customer experience, encouraging repeat purchases and customer retention. 
  • Personalised responses: Send informed and personalised responses to queries via SMS based on customer data such as behaviour or previous purchases.
  • Improved engagement: When customers receive timely responses to their queries, they feel more connected to your brand.
  • Reduced purchase barriers: SMS conversations help you address customer concerns instantly, so there’s no room for second-guessing.

Sign up for Klaviyo to set up SMS conversations. This email and SMS marketing platform automates all aspects of your SMS initiatives, from segmenting customers and organising their numbers to writing, messaging, and engaging with them. Start reaching your customers and tracking your performance for effective SMS marketing.

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