SMS marketing enables fast, direct communication that drives immediate action and repeat purchases.
SMS messages are delivered and read within minutes, making them ideal for time-sensitive communication and urgent actions.
Subscribers who opt into SMS are typically high-intent customers, leading to stronger engagement compared to broader channels.
SMS helps move customers through the funnel faster, reducing friction between intent and action at key moments.
Used correctly, SMS supports and amplifies email campaigns, rather than replacing them, increasing overall retention impact.
SMS forces brands to communicate with precision, focusing only on messages that truly matter to the customer.
This phase focuses on understanding how SMS should support your retention strategy without becoming intrusive or overused. We analyze your brand, audience behavior, existing email performance, and customer journey to identify where SMS adds the most value. The goal is to define clear use cases for SMS based on intent, timing, and relevance — not volume.
Activities
Customer Journey Review
Email & SMS Overlap Assessment
Audience Intent Evaluation
Historical Performance Review
Compliance & Consent Check
Outputs
Clear understanding of when SMS should be used vs. email channels.
Identified moments where SMS can drive faster action and higher intent.
Defined SMS use cases aligned with customer behavior and expectations.
A strategic foundation that prevents overuse and message saturation.
In this phase, we design SMS as a high-impact, low-volume channel. We create intent-driven messages triggered by specific behaviors, define strict rules around timing and frequency, and align each message with a clear purpose. The focus is on delivering the right message at the exact moment it matters — driving action while preserving trust and long-term engagement.
Activities
SMS Automation Setup
Behavioral Segmentation Logic
Campaign Planning & Structure
MMS ROI Calculation
KPI Definition & Tracking
Account Review Checkpoints
Outputs
A focused SMS system designed to support retention, not replace email.
Faster customer action through high-intent, time-sensitive messaging.
Clear visibility into what drives engagement and conversions via SMS.
Guardrails that keep SMS communication relevant, controlled, and effective.
This phase focuses on refining how SMS is used over time. We continuously evaluate performance, challenge existing assumptions, and adjust message timing, triggers, and use cases. As the system matures, SMS is carefully integrated with other retention channels to ensure communication stays relevant, coordinated, and effective, without increasing message frequency.
Activities
Performance & Response Analysis
Trigger & Timing Refinement
Message Relevance Evaluation
Funnel Impact Assessment
Frequency & Pacing Control
Long-term Value Optimization
Outputs
Higher SMS performance driven by better timing and intent, not more messages
Improved customer experience through balanced, coordinated communication
A scalable SMS system that supports retention without overcommunication
We are covering all Retention Channels in the eCommerce industry.
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SMS should be used selectively, not frequently. Within automations, SMS works best at critical touchpoints where speed and immediacy matter. For campaigns, it should be reserved for important announcements only. Because SMS is a highly personal channel, the goal is to drive action without overwhelming subscribers.
There is no single best platform for every brand.
While Klaviyo is our primary tool and allows us to keep data under one roof, SMS pricing can vary significantly by country.
When cost becomes a factor, our team evaluates alternative platforms based on pricing and ecosystem integrations, ensuring they can be paired effectively with existing tools for maximum impact.
This comes down to simple unit economics. Each platform has clear pricing for SMS and MMS. Through controlled A/B testing, we evaluate whether MMS generates enough incremental conversions to justify the higher cost and what that means for the brand’s profit margins.
SMS is most effective at moments where timing directly impacts conversion, such as order updates, abandoned checkout reminders, back-in-stock alerts, or limited-time offers. These are situations where speed and visibility matter more than long-form explanation, making SMS the most efficient touchpoint.
SMS is not a standalone channel. It works best when integrated with email and other retention touchpoints, supporting specific moments in the customer journey. Used this way, SMS accelerates action without replacing long-form communication or increasing overall message volume.
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