Overview

SMS or Short Message Service allows brands to send text messages to users. SMS is one of the most prevalent channels used to communicate using mobile devices.

More than 80% of the total population that is more than 290 million people in North America use text messages. More the number of mobile devices and telecommunication providers, more the number of global users using SMS to communicate with organizations.

Use Cases

SMS campaigns can be integrated at various touchpoints throughout the user journey, making them a versatile tool for a wide range of the following business objectives:

• Transactional alerts: SMS is ideal for sending essential, time-sensitive information, such as order confirmations, shipping updates, appointment reminders, and password resets. These messages are critical for a positive user experience and build trust.
• Flash sales and promotions: Announce limited-time offers, exclusive deals, or new product launches to create a sense of urgency and drive immediate conversions. The immediacy of SMS makes it perfect for these types of campaigns.
• Re-engagement campaigns: Nudge inactive users back to your platform with personalized offers or friendly reminders. SMS can effectively recapture the attention of users who have stopped engaging with your app or emails.
• Surveys and feedback: Gather valuable customer insights by sending quick surveys or links to feedback forms. The direct nature of SMS often leads to higher response rates.

Getting Started

If you’re getting started with your SMS campaigns on MoEngage, this guide provides the essential steps and resources you need to set up your channel:

1. Obtain an SMS phone number:  Make sure to procure a phone number through which you can send and receive SMS. This is a crucial step because it establishes your unique identity for SMS communication and enables two-way interaction with your subscribers. For more information, refer to  Choose a phone number.
2. Connect and configure SMS on MoEngage: After procuring a phone number, you must configure it on MoEngage. This configuration links your phone number to the platform, enabling you to send and receive messages efficiently. For more information, refer to the following articles:
   • Configure Custom Connector (Service Provider)
   • Configure General Settings for SMS
3. Manage SMS opt-ins and opt-outs: MoEngage provides tools to manage when users opt in to receive messages and opt out if they no longer wish to receive them. Properly configuring these keywords ensures compliance with regulations and respects your users' preferences, which is vital for building a healthy subscriber list. For more information on configuring and managing your opt-in and opt-out keywords, refer to Subscription Management.
4. Build your SMS subscriber list: You can convert your existing website and mobile app visitors into SMS subscribers by offering clear sign-up opportunities. Building a robust subscriber list allows you to expand your reach and directly communicate with interested individuals. For more information on configuring sign-up units using our campaign templates, refer to:
   • On-Site Templates 
   • In-App Templates
5. Launch your first SMS campaign: After acquiring a list of subscribers for the SMS channel, you can begin sending targeted messages to them. Creating an SMS campaign allows you to engage directly with your audience, deliver timely information, and drive desired actions. For more information, refer to Create an SMS campaign.
6. Analyze your campaign performance: After launching your campaign, you can track its performance to measure its effectiveness. In MoEngage, you can monitor key metrics like delivery rates, click-through rates (CTR), and conversions within your campaign analytics dashboard. This data provides insights into user engagement and helps you optimize future campaigns. For more information, refer to Analyze SMS Campaign.