Texting Guide for Upselling

Upselling through SMS is one of the most effective ways to increase revenue from existing customers while strengthening relationships. When messages are clear, relevant, and timed correctly, they can turn satisfied users into premium customers.

TextUs helps you deliver personalized upsell offers that feel natural and helpful.

How TextUs Fits Upselling Workflows

TextUs Campaigns can reach specific customer segments with targeted upgrade or add-on offers. You can attach PDFs or images such as feature comparison charts, pricing sheets, or limited-time promos.

Keywords like UPGRADE, INFO, or DEAL can enroll customers in Sequences that send follow-up links or connect them with sales automatically.

Replies appear in the Shared Inbox, where marketing and account teams can track interest and follow up quickly. Integrations can sync activity back to your CRM or billing system for accurate reporting. You can monitor deliveries, replies, and clicks, then export CSVs to analyze conversion performance.

What to Set Up First

Connect your CRM, billing, or subscription platform so customer data, plan types, and usage details can sync both ways. Register 10DLC numbers and keep opt-out handling active so STOP and UNSUBSCRIBE can process automatically.

Identify your ideal upsell triggers—such as high usage, nearing renewal, or reaching feature limits. Create templates for early-stage, offer, and follow-up messages. Assign Shared Inbox coverage so interested customers receive quick replies during business hours.

How to Create an SMS Campaign With TextUs

1. Choose your audience: Open Campaigns in TextUs and select a segment such as “Active Customers Nearing Renewal” or “High Usage Accounts.” This can make sure offers reach people most likely to upgrade.
2. Write your message: Keep it simple and value-driven. Example: “Hi {{first_name}}, based on your recent use of [Product], our [Plan Name] might save you time with [Feature]. Reply UPGRADE for details.”
   
   
3. Attach media: Add a pricing sheet, feature comparison, or limited-time promo graphic. Attachments can help customers evaluate the value quickly.
4. Set up an A/B test: Try different CTAs, like “See Plans” versus “Reply UPGRADE for Options”, to learn which earns better engagement.
5. Schedule your campaign: Send during active periods such as renewal season, product launches, or post-purchase upsell windows.
6. Create a keyword: Add a keyword such as UPGRADE or INFO and reference it directly in your message. When a customer replies, TextUs can respond automatically.
7. Link to a sequence: Connect the keyword to a two-step sequence. For example, “Step 1: Send the upgrade link. Step 2: Follow up after 48 hours with a discount or benefit reminder.”
8. Send and monitor: Launch your campaign, track engagement, and forward high-interest leads to your sales or account team.

Example sequence messages:

• Step 1 (auto-reply): “Thanks for your interest! Here’s a quick overview of [Plan Name]: [short URL]. Want help comparing features?”
• Step 2 (reminder): “Hi {{first_name}}, wanted to follow up in case you missed this—[Plan Name] adds [Benefit] and takes minutes to upgrade: [short URL].”

Segmentation and Personalization Strategy

Segment by plan type, engagement level, and lifecycle stage. For example, group “Basic Plan,” “Trial Users,” and “Enterprise Prospects.” Exclude customers already on premium plans or who declined prior offers.

Personalize messages with first name and product context. Example: “Hi {{first_name}}, noticed your team uses [Feature] often. Our [Upgrade Name] can automate that process—want the details?” Always include fallback fields to keep messages clean.

Refresh segments weekly to align with account changes or product usage. Personalized segmentation improves reply rates and upsell success.

Template Library for Upselling Scenarios

Keep a concise set of upsell templates ready for different triggers. Each should highlight benefits clearly and lead to a single action.

• “Hi {{first_name}}, your [Plan] can be upgraded to include [Feature]. Reply UPGRADE for details.”
• “We noticed you’re using [Feature] daily—our [Plan Name] automates it completely. Want to learn more? Reply INFO.”
• “New add-on available: [Feature/Service]. Enhance your [Product] experience. Reply DEAL for pricing.”
• “Hi {{first_name}}, upgrade to [Plan Name] before [Date] and save [Discount]%. Want the link?”
• “Your [Trial/Basic Plan] is almost up. Upgrade now for full access: [short URL].”

Review the template performance monthly with compliance. Update copy for new offers, track click rates, and adjust timing based on engagement patterns.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks from TextUs weekly. Join that data with CRM outcomes like upgrades completed, upsell revenue, or average deal size. Keep campaign name, segment, and keyword consistent for accurate reporting.

Track reply-to-upgrade and click-to-conversion rates. Identify which triggers and templates yield the highest revenue lift. Summarize data in a simple report with delivery rate, engagement rate, and ROI per campaign.

Timing and Offer Strategy

Time messages around usage milestones, renewals, or product launches. Early-stage offers can focus on discovery (“Learn More”), while later-stage messages can include promotions or limited-time discounts.

Keep offers specific and benefit-focused. Replace generic CTAs with practical phrasing like “Save time,” “Unlock automation,” or “Add users instantly.” Limit to one upsell per campaign to avoid overwhelming your audience.

Managing Replies in the Shared Inbox

All replies appear in the Shared Inbox, where sales, marketing, and account teams can collaborate. The first responder assigns ownership and ensures customers receive accurate information. Templates can standardize answers while allowing personalized touches.

Use tags like Upgrade, Interested, Discount, and Declined to track outcomes. Add notes before forwarding to account managers for smooth handoffs. Keep notifications active during campaign periods for prompt responses.

Compliance and Deliverability for Upselling

Use registered 10DLC numbers for all upsell traffic. Keep opt-out handling on so STOP and UNSUBSCRIBE can process automatically. Include a clear opt-out line like “Reply STOP to opt out.”

Avoid spam triggers such as all caps or multiple links. Keep attachments under 1 MB and relevant to the offer. Send during local business hours and limit to one upsell message per week for best results.

FAQs About Texting Guide for Upselling

Can I include pricing or upgrade links in messages?

Yes. TextUs supports links, PDFs, and images in both campaigns and one-to-one texts. Include short URLs for easy access to pricing or feature details.

Can upsell messages be automated?

Yes. You can schedule Campaigns or set Sequences to trigger after milestones like renewal dates, high usage, or plan anniversaries.

How can I personalize upsell offers effectively?

Use CRM data to identify customer needs, then tailor your message by product or usage. TextUs merge fields let you insert names, plans, and renewal dates automatically.

How does the Shared Inbox help manage upsell replies?

All responses appear in a shared view, letting teams assign owners and reply consistently. Tags and notes make it easy to track progress and conversions.

What metrics should I track for upselling?

Monitor delivery, reply, click, and conversion rates. Combine TextUs and CRM data to calculate ROI, average upgrade value, and campaign effectiveness.