How to Use SMS for Customer Engagement Without Being Spammy

In a world where customers receive hundreds of emails and notifications daily, SMS for customer engagement stands out. With open rates hovering around 98%, SMS is the unsung hero of modern communication. But let’s be honest—no one wants to be that brand. You know, the one that sends relentless texts at 2 AM about a flash sale on socks.

So how do you make SMS work without being annoying? Let’s dig into practical strategies, best practices, and real-world examples that show how SMS can delight customers instead of driving them away.

Why SMS Deserves a Spot in Your Engagement Strategy

We’re not saying ditch email or social. But if you’re not using SMS, you’re missing a golden opportunity. Here’s why:

• 98% open rate (compared to 20-30% for email)
• 90% of messages read within 3 minutes
• 45% response rate (email averages 6%)
• Global mobile penetration is over 90%

SMS gets read. Fast. And in the world of digital marketing, speed often means revenue.

Real-World Example: Domino’s Pizza

Domino’s used SMS to update customers on delivery status and offer real-time promotions. Customers appreciated the transparency and convenience. The result? Increased repeat orders and higher customer satisfaction.

1. Start with Consent: Always Get Opt-Ins

Before you type a single character, make sure your customer wants to hear from you.

Why It Matters

SMS is personal. It’s your customer’s digital front porch. Don’t barge in uninvited.

Use double opt-in systems to confirm subscriptions. Provide clear information on what kind of texts they’ll receive.

Pro Tip: Include frequency expectations: “You’ll receive up to 4 messages a month.”

This builds trust and lowers unsubscribe rates.

2. Segment Like a Pro: One Size Doesn’t Fit All

Not all customers are created equal. A first-time visitor doesn’t want the same message as a loyal VIP.

Smart Segmentation Ideas

• New subscribers: Welcome series with discounts or onboarding help
• Loyal customers: Exclusive early access or rewards
• Abandoned cart users: Reminder with a small incentive
• Event attendees: Real-time updates or thank-you notes

Using SMS for customer engagement without segmenting is like throwing darts blindfolded. You might hit something, but it won’t be pretty.

Real-World Example: Yournotify Client – Online Retailer

An online fashion retailer used Yournotify to send segmented SMS campaigns. Abandoned cart reminders converted at 17%, compared to 4% from email.

3. Timing is Everything: When (and When Not) to Text

A well-timed text can make a sale. A poorly timed one can lose a customer.

Best Times to Send SMS

• Weekdays between 10 AM and 3 PM
• Avoid early mornings, late nights, and weekends unless it’s urgent or expected

Respect time zones and local holidays. Yournotify helps automate this with smart scheduling features.

4. Write Texts People Actually Want to Read

You only have 160 characters. Make every word count.

Writing Tips

• Use clear, conversational language
• Add urgency: “Today only,” “Limited spots”
• Include a CTA: “Reply YES,” “Tap here to shop”
• Personalize when possible: “Hi Sarah, your order is ready!”

Avoid all caps, excessive punctuation, or weird abbreviations. You’re a business, not a spam bot.

5. Make It a Two-Way Street

Don’t just blast messages. Let people talk back.

Use Cases for Conversational SMS

• Appointment confirmations: “Reply 1 to confirm, 2 to reschedule”
• Customer feedback: “How was your experience? Reply 1-5”
• Support: Provide quick answers or direct them to help pages

Yournotify offers integrations with CRMs and customer service platforms to make this seamless.

Real-World Example: Healthcare Provider

A clinic used two-way SMS for appointment reminders. Patients could confirm or cancel without calling. No-shows dropped by 23%.

6. Keep it Legal: Know the Rules

Compliance isn’t optional. SMS laws are strict.

SMS Compliance Checklist

• Get written consent (opt-in)
• Provide opt-out instructions (“Reply STOP”)
• Don’t hide who you are
• Store proof of consent

Violating SMS laws like the TCPA or GDPR can lead to big fines. Yournotify includes compliance tools to keep you covered.

7. Track, Test, Tweak

What gets measured gets improved.

Key SMS Metrics to Watch

• Delivery rate
• Open rate (inferred)
• Click-through rate (CTR)
• Conversion rate
• Unsubscribe rate

A/B test message copy, timing, and offers. Yournotify’s analytics dashboard makes it easy to visualize trends and refine campaigns.

8. Combine SMS with Email for Maximum Impact

SMS isn’t here to replace email. They work better together.

Orchestrated Campaigns Example

• Day 1: Email with detailed product info
• Day 2: SMS reminder about sale ending
• Day 3: Final SMS with exclusive code

Cross-channel campaigns see 37% higher conversion rates than single-channel efforts.

Final Thoughts: Think Like a Human, Not a Marketer

When done right, SMS for customer engagement feels like a helpful nudge from a friend. Not a relentless nag.

Use it to surprise, delight, and inform. Keep it short, smart, and respectful.

Want to see how SMS can transform your engagement strategy?

Yournotify is built to make SMS marketing easy, legal, and ridiculously effective. Try it free for 14 days. Your customers will thank you (and maybe even reply with a smiley face).

• SMS boasts 98% open rates and 90% read times within minutes.
• Always get consent and segment your audience.
• Timing, tone, and testing make or break your strategy.
• SMS + email = marketing power couple.
• Yournotify helps you do it all—the right way.