Texting Guide for Cross-Selling

Cross-selling works when offers are timely, relevant, and easy to accept. Customers respond to short texts that connect a current purchase or need with a clear complementary product. TextUs helps you run consistent cross-sell outreach that feels personal and can lift average order value.

How TextUs Fits Cross-Selling Workflows

TextUs Campaigns can target customers right after a purchase, delivery, or support interaction with one focused offer. You can attach PDFs or images such as comparison cards, bundle one-pagers, or quick setup visuals so customers can decide inside the thread.

Keywords like ADD, BUNDLE, or INFO can enroll contacts in Sequences that acknowledge interest and can send links automatically.

Replies appear in the Shared Inbox, where marketing, ecommerce, and account teams can assign owners and answer with templates. Integrations can sync contacts, orders, and message activity back to your CRM or commerce platform, so impact is visible.

You can review deliveries, replies, and clicks, then export CSVs to connect messaging with add-on revenue.

What to Set Up First

Connect your CRM or ecommerce system so order items, categories, and customer tiers can sync both ways. Register 10DLC numbers and keep opt-out handling active so STOP and UNSUBSCRIBE can process automatically.

Define your cross-sell rules, such as accessories by product, warranty by price tier, or services by category.

Create templates for core moments. Useful sets include immediate post-purchase add-ons, delivery-day accessories, usage-based enhancements, and renewal-time upgrades. Assign Shared Inbox coverage by team and hours so replies receive fast attention.

Build segments such as Purchased Without Accessory, Delivered Today, High-Usage Accounts, Warranty Eligible, and Customers Near Renewal. Tight segments can improve relevance and reduce fatigue.

How to Create an SMS Campaign With TextUs

1. Choose your audience: Open Campaigns in TextUs and select a segment such as “Purchased Without Accessory.” This can make sure your message reaches customers most likely to benefit.
2. Write your message: Keep it short and specific. Example: “Hi {{first_name}}, many [Product] buyers add [Accessory] for [Benefit]. Want details or a quick link to add it? Reply ADD.”
3. Attach media: Add a one-page comparison, quick setup image, or short bundle card. Attachments can help customers decide in seconds.
4. Set up an A/B test: Create a second version that changes one element, like an opener or a call to action. Keep the variant with a higher reply or click rate.
5. Schedule your campaign: Send within 24 hours of purchase for accessories, on delivery day for protection plans, or 7 days into usage for enhancements. Use recurrence for ongoing cross-sell windows.
6. Create a keyword: Add a keyword such as ADD, BUNDLE, or INFO and reference it in your message. When someone replies, TextUs can recognize and route automatically.
7. Link to a sequence: Connect the keyword to a two-step sequence. For example, “Step 1: Send the add-on link or bundle page. Step 2: Follow up after 48 hours if there is no action.”
8. Send and monitor: Launch your campaign, track replies and clicks, and route high-intent threads to an owner in the Shared Inbox.

Example sequence messages:

• Step 1 (auto-reply): “Here is the quick link to add [Accessory]: [short URL]. Want a one-page comparison?”
• Step 2 (reminder): “Checking in on [Accessory]. It pairs with your [Product] to deliver [Benefit]. You can add it here: [short URL].”

Segmentation and Personalization Strategy

Segment by product, category, and lifecycle moment so each text drives one action. Useful dimensions include price tier, plan level, delivery status, and recent support topics. Exclude customers who already own the add-on, opted out, or are in an open return.

Personalize with first name and one context field such as product, use case, or city. Example: “Hi {{first_name}}, your [Product] shipped to [City]. Want to add [Accessory] for [Benefit]? Reply ADD.” Set fallbacks so no message looks broken.

Refresh segments daily for recent orders and delivery milestones. For software and services, refresh weekly based on usage or feature adoption.

Template Library for Cross-Selling Scenarios

Keep a compact library your team can reuse without rewriting. One offer per message and one clear action.

• “Hi {{first_name}}, complete your [Product] setup with [Accessory]. Reply ADD for the quick link.”
• “Delivered today. Most customers add [Protection/Plan] for coverage. Want details? Reply INFO.”
• “Seeing high use of [Feature]. [Upgrade] unlocks [Benefit]. Reply BUNDLE to compare plans.”
• “Your renewal is coming up. Add [Service] to get [Outcome]. Reply ADD for pricing.”
• “Many teams pair [Product] with [Service] for faster onboarding. Reply INFO for a one-pager.”

Review the template performance monthly with compliance. Rotate fresh examples, keep files small, and retire low performers.

Reporting and Attribution Workflow

Export deliveries, replies, clicks, and keyword activity from TextUs weekly. Join that data with commerce or CRM outcomes such as add-on revenue, attach rate, and time to add. Preserve campaign name, segment, keyword, variant, and send time so you can run cohort analysis.

Track reply-to-click, click-to-purchase, and add-ons per 100 sends. Slice by product and segment to see where SMS lifts basket size. Publish a one-page summary with delivery rate, reply rate, attach rate, and top-performing opener.

Bundle Strategy and Offer Design

Design bundles that solve a real problem, not just add items. Pair a core product with one complementary accessory or service so the decision is simple. Keep pricing clear and show the single benefit customers gain.

Use timing that matches intent. Accessories fit immediately after purchase, while warranties fit on delivery or within the return window. For software, position add-ons after a usage milestone that proves value.

Keep the ask light. One action and one link prevent decision fatigue. If a customer hesitates, offer a quick comparison card instead of a discount first.

Managing Replies in the Shared Inbox

All replies can appear in the Shared Inbox so marketing, sales, and service see the same context. The first responder assigns the thread to themselves so ownership is clear. Templates can standardize answers, while a short personal line can keep the tone helpful.

Use tags like Accessory, Plan, Bundle, Upgrade, and Questions to organize threads. Add a brief note before forwarding to an account or support specialist so context travels with the conversation. Keep notifications on during business hours to capture intent while it is warm.

Compliance and Deliverability for Cross-Selling

Use registered 10DLC numbers for all promotional traffic. Keep opt-out handling on so STOP and UNSUBSCRIBE can process automatically. Include a short line in the first message, such as “Reply STOP to opt out.”

Avoid spam triggers by limiting links, punctuation, and all caps. Do not include payment or account security details in SMS. Keep attachments relevant and lightweight so they open quickly on mobile.

Send during local business hours and cap cadence to one cross-sell touch per week per product family. Clear value and respectful timing can keep engagement strong.

FAQs About Texting Guide for Cross-Selling

Can I attach comparison charts or bundle cards to my texts?

Yes. TextUs allows PDFs, images, or GIFs in both campaigns and one-to-one conversations. Many teams include a one-page comparison or bundle visual so customers can choose quickly.

Can I automate cross-sell offers by trigger?

Yes. You can schedule and repeat campaigns or connect Keywords and Sequences to events like purchase, delivery, or usage milestones. A reply with ADD or INFO can send the right link and a follow-up.

How do Keywords and Sequences help conversion?

When someone replies with a keyword like ADD or BUNDLE, TextUs can enroll them in a Sequence. The first step can deliver the offer link, and the second can answer common questions or confirm interest.

How does the Shared Inbox improve cross-sell handoffs?

All replies appear in one shared view so teams can assign owners, tag threads, and add notes. This structure prevents duplicate outreach and speeds resolutions.

What metrics should I track to prove cross-sell impact?

Start with delivery, reply, and click rates. Export TextUs data and match it to add-on purchases, attach rate, and revenue per account. Weekly summaries can reveal which segments and offers perform best.