The e-commerce SMS playbook: 10 proven ways to increase revenue

Customer expectations change fast, and attention is harder to earn than ever. For retail and e-commerce brands, success depends on reaching shoppers instantly, with messages that feel relevant and useful.

That’s where SMS stands out.

Recent data from an SMS marketing study shows why SMS has become a core channel for modern e-commerce:

• 66% of businesses use SMS marketing, and nearly 70% plan to increase investment
• Brands using SMS are 5× more likely to report digital marketing success
• 82% of consumers read texts within five minutes, making SMS one of the most immediate customer touchpoints available

For e-commerce, SMS doesn’t just get attention. It drives more action more directly and efficiently than other marketing channels.

This blog post shares 10 proven ways to use text messaging to boost revenue for your retail and/or e-commerce businesses.

SMS marketing is the practice of sending promotional or transactional mobile messages to customers who have opted in. For e-commerce brands, it enables direct, phone-based communication at key moments in the customer journey.

Common e-commerce SMS use cases include:

• Abandoned cart reminders
• Order and shipping confirmations
• Product launches and restock alerts
• Exclusive promotions and VIP offers
• Post-purchase feedback and reviews

Because SMS messages are short, immediate, and personal, they consistently outperform many traditional digital channels.

For online retailers, SMS offers a rare combination of reach, speed, and efficiency:

Here are the major benefits of SMS marketing for e-commerce businesses:

1. High open and response rates: SMS open rates hover around 98%, with 90% of messages read within three minutes, far exceeding email (by about 8x).
2. Cost-effectiveness: Compared to paid social ads and email marketing, SMS is a highly cost-effective way to engage customers, especially with its high ROI.
3. Direct and immediate communication: SMS allows e-commerce businesses to reach customers instantly, making it a perfect channel for limited-time discounts, restock alerts, and order confirmation messages.
4. Easy omnichannel integration: Complements other activities like email, paid media, and loyalty programs
5. Increased cart recovery rates: SMS is one of the most effective tools for reducing card abandonment. Sending a personalized text with a discount code or reminding a customer of items left in their cart can significantly boost conversions.
6. Faster customer support and resolution: Customers appreciate quick, convenient service via SMS. E-commerce brands can use SMS for automated order status updates, returns processing, and direct customer service responses.

Use SMS to announce sales, product drops, and exclusive offers. Pair it with email for an omnichannel approach, or use SMS as a reminder when timing matters most.

Example:

Visual messaging (MMS or RCS) helps products stand out. Images, buttons, and branded layouts create a more immersive shopping experience and drive stronger engagement – especially for fashion, beauty, travel, and lifestyle brands.

SMS can link directly to mobile landing pages with pre-filled carts or one-tap actions, removing friction and reducing drop-offs. Built-in analytics help measure engagement and optimize follow-ups.

Sending receipts via SMS simplifies returns for customers while capturing valuable opt-ins and purchase data for future engagement—without adding checkout friction.

Automated SMS reminders – especially those sent within the first hour – are one of the most effective ways to recover lost revenue. So whatever your e-commerce SMS strategy looks like, it better include abandoned cart messages.

Example:

Proactive SMS notifications reduce “where is my order?” messages and improve post-purchase satisfaction. Customers appreciate clear, timely updates—especially around peak shopping periods.

When items are out of stock or substitutions are required, interactive SMS or RCS lets customers respond instantly—without calling support or delaying fulfillment.

SMS is ideal for quick questions, account updates, and loyalty inquiries. It gives customers a fast, convenient alternative to phone or email support.

SMS surveys deliver high response rates and real-time insights. Use them to spot issues early, improve retention, and proactively re-engage dissatisfied customers.

By integrating SMS with platforms like Shopify, BigCommerce, WooCommerce, and HubSpot, e-commerce brands can automate campaigns, personalize messages at scale, and reduce operational overhead – all within a tool that’s already central to operations.

SMS has evolved from a simple notification tool into a strategic e-commerce channel. With unmatched open rates, strong conversion performance, and deep platform integrations, SMS helps e-commerce brands:

• Increase revenue
• Recover more abandoned carts
• Improve customer satisfaction
• Get more ROI from existing marketing campaigns

The key is using SMS responsibly: sending messages that are timely, relevant, and clearly valuable to customers. And while some SMS providers help you get started with sending e-commerce texts, Sinch Engage is the messaging leader – with more reach and security, more technical features (including integrations), and 24/7 expert support worldwide.

See why top brands choose Sinch Engage, and if you’re curious what we can do for your e-commerce SMS strategy – get started today or contact us.