Ecommerce has been growing rapidly lately and the competition in the market is increasing, bringing more challenges for online retailers. In the market, you need to be better, faster and stand out.
One of the biggest challenges is how to deliver a product or service to the end customer you want to reach, as our inboxes and social media are full of ads, many of which we often don't even notice. And this is where the opportunity for SMS arises.

The use of SMS messages has seen a significant rise in ecommerce recently. Why? Because it stands out from the crowd and reaches the end customer better than any other channel. SMS marketing aligns with today's lifestyle and habits. More and more of our free time is spent on our phones and most people always keep their phone close at hand. This makes it a tool to reach the customer in an instant. On the other hand, the recipient is hard to resist the temptation to open the SMS they’ve received. That’s why we shouldn’t be surprised by the statistic showing an exceptional 98% open rate of SMS messages within the first five minutes of receipt. Not only is the open rate of SMS messages outstanding, but studies have also shown that customer engagement through SMS is high. With SMS, you can engage customers through either one-way or two-way communication.

In one-way communication, you prompt the customer to take action without expecting a response. This approach guides customers back to your online store, encouraging them to make repeat purchases. A one-way SMS also serves as a tool for upselling after a completed purchase or for campaign messages aimed at reactivating so-called dormant customers who haven’t visited your store in a while.

Meanwhile, two-way communication is used when a response from the recipient is expected. Automated two-way SMS communication can effectively function as a sales channel, similar to phone sales. It helps build long-term relationships with customers: an informed customer is a satisfied customer. Additionally, it creates a sense of importance and value, something that is often lost in purely transactional messages.
Two-way communication isn’t just about selling products and services but it also plays a crucial role in customer support. Automated two-way SMS communication streamlines support processes. Many online purchases are made impulsively and customers often enter incorrect information. In such cases, automated SMS messages help resolve issues and ensure a smooth sales cycle, particularly in the delivery process, where two-way SMS communication is essential for resolving misunderstandings and overcoming potential obstacles.

Matej Okorn from MetaKocka, a company specializing in software solutions for online retailers, shares his thoughts on two-way SMS communication:
‘’For online retailers, the focus should remain on what they do best: selling. That’s why we’ve developed various support systems to automate workflows, including two-way SMS communication. This solution enables tracking and monitoring of customer interactions, enhancing the overall experience for both the customer and the online retailer. Getting started with SMS marketing is simple. Define your message and its purpose. Choose between one-way, two-way communication, or a combination of both, depending on the content and the type of interaction you want with your customers. Then start sending. Keep your messages short, personalized and relevant. The more you analyze your results and customer responses, the better you can refine your approach, making SMS marketing an even stronger and more effective tool.''