Surely, the vast majority of users have received messages over the years of different types, forms and content. But, often in marketing, these messages can be divided into three categories: transactional messages , OTP and promotional messages. These types have different roles in the customer journey, so they are used in several of its stages.
Nowadays, new digital services have boomed, making it much easier for consumers to obtain services and products no matter where they are. That is why SMS has had great relevance in marketing strategies, since, in this way, you can communicate directly with customers .
By including it in the stages of the customer journey, it mauritania email address becomes more interesting, as you will know how the messages work in the user's experience with your brand. This way, you can see if this is really optimal for your campaigns.
TABLE OF CONTENTS
What is the customer journey?
But what are SMS in the customer journey?
Phases of the customer journey
1.- Objectives
2.- Identify the client
3.- Stages of the journey
4.- Needs and activities
5.- Points of contact
6.- Key moments
7.- Sensations
How does a company integrate SMS into the customer journey?
1.- Start by creating a database
2.- Segment your database and achieve customer satisfaction
3.- Make things easier for the user
4.- Don't miss any opportunity with SMS automation
5.- Be the solution for your client
6.- Find a way to solve your problems
What is the customer journey?
What is the customer journey?
This is a technique that will allow you to know and develop the ideal experience for each of your clients with respect to any service or product that your brand offers.
To help you understand better, when a person buys something, they are not only paying for the product itself, but for the problems it solves and the satisfaction it will bring. For this reason, you must guide the user throughout the entire process , taking into account the needs, expectations and demands they have .
Therefore, this strategy is known as the life cycle that every customer has with respect to a product. However, what makes this analysis special is that it is not only based on looking for accounting and tangible results, but it is oriented on how your customer relates to your brand .
But what are SMS in the customer journey?
A good strategy for this is to use SMS in the customer journey, since you can include it in the different stages and have greater receptivity from your customers. SMS allows you to send a text message to notify them about promotions, discounts or any important information.
Phases of the customer journey
If you want to include SMS in the buyer's journey, you should know that the customer journey has different stages. You need to know all of them so that you know how to include SMS in them. Take a look at which ones they are:
1.- Objectives
As with any strategy that is about to begin, it is always essential that you are clear about the objectives you want to achieve .
However, you should keep in mind that the goal of the customer journey is not so much about a sale or the path the customer has with your brand.
2.- Identify the client
Attracting customers
This is one of the most important steps in designing this journey. You need to specify which customers you are going to focus on, since depending on the user, their journey will change completely.
For this reason, you need to create a specific user profile . To do this, it will be useful to use diagrams such as the buyer persona .
3.- Stages of the journey
You need to specify the stages that you are going to relate to the service or product to be discussed. Some of the phases are:
