Customer Story
How Thank Tommi drove a 150% uplift in completed orders with SMS
Overview
Challenge: Thank Tommi wanted to strengthen re-engagement with existing customers and recover more lost sales, but its email marketing and abandoned cart emails were producing only moderate results.
Solution: Sinch Engage for Shopify enabled Thank Tommi to automate abandoned cart SMS reminders and run promotional SMS campaigns that were faster to deliver and easier for customers to act on.
Results: Abandoned cart SMS increased completed orders by 150%, while the brand’s first SMS campaign delivered 2.5x more completed orders than email, 300% ROI and AUD $4,000 in sales.
“SMS is pretty easy, especially automated text messages. It’s just set and forget and you optimise as you go.“
Thank Tommi was not trying to reinvent its marketing from scratch. The brand already had a strong community on Instagram and Facebook and had seen rapid growth during COVID, as more shoppers embraced self-care and online shopping. The opportunity was to get more value from the demand it already had — especially from shoppers who were showing intent but not completing a purchase.
Email was doing some of that work, but only to a point. Thank Tommi’s email campaigns were generating moderate results, with 25% open rates and 0.4% fulfilled orders from a single campaign. Abandoned cart emails were also helping recover some lost sales, but the results were limited, with 8% click-through rates and an average 4% recovery rate. As the business grew through Shopify, the team wanted to explore a faster and more effective way to re-engage customers.
That led Thank Tommi to Sinch Engage (formerly MessageMedia) for Shopify. Bethany and the team added SMS into their marketing mix to make offers easier to redeem, reach customers faster and create more immediate reasons to act.
Turning abandoned carts into completed orders
One of the first and most effective use cases was abandoned cart recovery. Thank Tommi set up Sinch Engage to automatically send text reminders one hour after a customer left the site without completing their purchase. The message included a 10% discount and a personalised cart link, giving shoppers a simple, time-sensitive reason to come back and finish the order.
The results were clear. Using abandoned cart SMS instead of email increased completed orders by 150%. SMS also delivered a 20% click-through rate, 10% completed orders and 9,400% ROI for this workflow. For Thank Tommi, the difference came down to timing and convenience: the text arrived while the purchase was still top of mind and made it easy for customers to act straight from their phones.
Stronger campaign returns through SMS
Thank Tommi also saw strong results when it used Sinch Engage for broader promotional campaigns. In its first SMS campaign — a simple end-of-month sale offering 15% off — the brand sent one message to 10,000 customers and saw immediate returns.
That single campaign delivered 2.5x more completed orders than email, 300% ROI and AUD $4,000 in sales. For a growing ecommerce brand, that made SMS more than just a recovery tool. It became a practical way to drive revenue from the existing customer base without adding unnecessary complexity.
