Texting Guide for E-Commerce

E-commerce runs on speed, clarity, and engagement. Customers expect fast updates about orders, promotions, and deliveries. TextUs helps online stores send timely, personalized messages that increase conversions and keep every conversation organized.

How TextUs Fits E-Commerce Workflows

TextUs Campaigns let you reach targeted customer lists from your CRM, e-commerce platform, or marketing automation tool. You can attach PDFs or images, such as order confirmations, product previews, or coupon codes, so customers can act immediately.

Keywords like TRACK, SALE, or HELP route replies into Sequences that confirm intent or provide next-step details automatically.

Replies appear in the Shared Inbox where marketing, fulfillment, and customer service teams can coordinate. Templates keep tone consistent, and integrations ensure that orders, returns, and conversations sync with your store’s backend.

You can view deliveries, replies, and clicks inside TextUs and export CSVs to connect messaging results to revenue and retention.

What to Set Up First

Connect your e-commerce platform or CRM so customer data and conversations sync automatically. Register your 10DLC number to stay compliant and improve deliverability. Keep opt-out handling active so STOP and UNSUBSCRIBE messages are processed correctly.

Create templates for the most common customer touchpoints, such as shipping updates, promotions, order confirmations, and review requests. Assign Shared Inbox coverage during business hours so every customer receives a quick response.

Segment your audience by lifecycle stage or behavior. Examples include New Subscribers, Abandoned Cart, Repeat Buyers, and Loyalty Members. Smaller, well-defined lists help you stay relevant and reduce message fatigue.

How to Create an SMS Campaign With TextUs

1. Choose your audience: Open Campaigns in TextUs and select a segment from your CRM or e-commerce platform, such as “Abandoned Cart.” This ensures your message reaches active, interested customers.
2. Write your message: Keep it brief and helpful. Example: “Hi {{first_name}}, you left something in your cart! Complete your order today and get 10% off. Reply CHECKOUT for your link.”
3. Attach media: Add a product photo, promo banner, or PDF with offer details. Visuals improve click and conversion rates.
4. Set up an A/B test: Create a second version that changes one detail, like tone or discount framing. Compare which version drives more clicks.
5. Schedule your campaign: Send messages during high-engagement hours, like midday or early evening. Use recurring sends for weekly offers or restock alerts.
6. Create a keyword: Add a keyword such as SALE, TRACK, or CHECKOUT and reference it in your message. When a customer replies with that word, TextUs recognizes and processes it automatically.
7. Link to a sequence: Connect the keyword to a two-step sequence. For example, “Step 1: Send the link or confirmation. Step 2: Follow up after 24 hours if no response.”
8. Send and monitor: Launch your campaign, watch replies, and adjust timing or tone as needed based on engagement.

Example sequence messages:

• Step 1 (auto-reply): “Thanks for your interest! Here’s your checkout link: [short URL]. Let me know if you need help with payment.”
• Step 2 (reminder): “Still thinking it over? Your items are almost gone! Finish checkout today to secure your discount.”

Segmentation and Personalization Strategy

Segment by purchase history, engagement, or preferences. Use lists such as First-Time Buyers, High-Value Customers, or Seasonal Shoppers. Refresh segments weekly so messages reflect current behavior and inventory.

Personalize messages with the first name and one relevant field, such as product category or promotion type. Example: “Hi Emma, our new skincare line just dropped—your VIP code is ready.” Simple personalization makes customers feel valued without sounding automated.

Audit your segments monthly to keep data clean. Remove inactive subscribers and monitor response rates to fine-tune message cadence.

Template Library for E-Commerce Scenarios

Use short, conversational templates to cover your most common customer touchpoints.

• “Hi {{first_name}}, your order #[Order ID] has shipped. Reply TRACK for the delivery link.”
• “Thanks for shopping with us! Want 15% off your next order? Reply SALE for your coupon.”
• “Your item is back in stock. Reply LINK to grab it before it sells out again.”
• “Hi {{first_name}}, your return for #[Order ID] was received. Expect confirmation soon.”
• “We’d love your feedback on your recent purchase. Reply REVIEW for a quick link.”

Review the template performance monthly with compliance. Update outdated promotions and retire low performers. Track reply and click rates to identify the most effective message styles.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks from TextUs weekly. Join that data with your store analytics to measure SMS-driven sales and retention. Include campaign name, audience, and variant fields so analysis is easy.

Track reply-to-click and click-to-purchase rates for each segment. Preserve attachment and keyword data so you can identify which elements generate conversions. Keep a short weekly note describing changes in message content or send time.

Summarize performance in a one-page report showing delivery rate, reply rate, click rate, and conversion rate. Use trends to plan future promotions and optimize timing.

Promotions and Customer Experience

Use TextUs to make promotions personal, not pushy. Schedule recurring updates for sales, product launches, or restocks. Automate post-purchase follow-ups to request reviews or offer loyalty perks.

When a customer replies SALE or LINK, trigger an instant message with their personalized offer and a follow-up reminder 24 hours later. These small automations increase purchase intent and keep your brand top of mind.

Test message timing for your audience. Morning messages often perform best for restocks, while evening sends work better for limited-time offers.

Managing Replies in the Shared Inbox

All replies land in the Shared Inbox, where your support and marketing teams can collaborate. The first available agent assigns ownership, so the customer gets one consistent contact. Templates help maintain a professional tone and quick turnaround.

Use tags like SALE, RETURN, or SHIPPING to group conversations. Add brief notes before forwarding a message to another department to keep context intact. Quick responses help prevent cart abandonment and improve satisfaction.

Tracking Results and Improving Performance

Check delivery and reply rates a few hours after each send. Delivery below 95% often signals list or compliance issues. Compare A/B test results weekly and keep the higher-performing version for future campaigns.

Review click data for any attached links or product images. Export CSVs and match with sales metrics to calculate conversion. For example, short, benefit-driven messages typically lift reply rates by 15% over formal copy.

Refine timing and frequency based on audience engagement. Test early-week vs. weekend sends and limit campaigns to a sustainable cadence.

Compliance and Deliverability for E-Commerce

Use registered 10DLC numbers to maintain high deliverability and compliance. Keep opt-out handling active so STOP and UNSUBSCRIBE are processed immediately. Include a simple line in the first message, such as “Reply STOP to opt out.”

Avoid spam triggers such as multiple links, heavy punctuation, or all caps. Send during reasonable local hours for each region. Keep attachments lightweight and relevant, such as promo images or shipping details.

Do not send sensitive payment or personal data by SMS. Use secure checkout links for all transactions. Transparent, respectful communication builds customer trust.

FAQs About Texting Guide for E-Commerce

Can I attach images or coupons to my texts?

Yes. TextUs supports PDFs, images, and GIFs for both campaigns and one-to-one messages. E-commerce teams often attach product images, promo banners, and coupon codes to drive engagement.

Can I automate cart recovery or restock messages?

Yes. You can schedule recurring campaigns or use Keywords and Sequences to automate these workflows. Many brands trigger automatic reminders for abandoned carts, new arrivals, or limited-time promotions.

How do Keywords and Sequences improve automation?

When customers reply with a keyword like SALE or TRACK, TextUs can enroll them in a Sequence. The first message delivers their link or confirmation, while a follow-up checks back later if they don’t respond.

How does the Shared Inbox help with customer support?

All replies appear in one view, so your marketing and support teams stay aligned. You can assign ownership, tag threads, and use templates for consistent answers. This keeps response times fast and service consistent.

What metrics should I track to measure success?

Focus on delivery, reply, and click rates to gauge engagement. Export TextUs data and combine it with store analytics to see conversion impact. Weekly performance reviews help refine timing, tone, and segmentation.