Goal: Use email and SMS together to recover missed engagement and convert abandoned carts into completed purchases.
- Increase conversion rates across marketing channels
- Recover abandoned carts with timely SMS follow-ups
- Grow SMS subscriber base
- Improve ROI visibility across campaigns
- Deliver seamless cross-channel customer journeys
Customer scenario
Customer industry: Applicable to all ecommerce businesses
Ecommerce businesses often struggle with customers who ignore emails or abandon carts. By combining email + SMS automation, businesses can re-engage shoppers and guide them back to purchase.
Ecommerce customer receives a marketing email driving them to the store, once there they are enticed to opt-in their mobile number to receive follow up deals through SMS.
Implementation requirements
Product setup:
SMS channel enabled
Email automation configured
Abandoned cart tracking enabled
Data requirements:
Customer email + mobile number
Cart tracking data
SMS opt-in
Workflow summary
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Trigger 1: Email ignored
Action: Send SMS follow-up -
Trigger 2: Cart abandoned
Action: Send SMS with discount + cart link - Audience: Consumers who have ignored marketing emails or abandoned their cart during the purchase process
- Result: Customer returns and completes purchase
Key use case and setup guide
Business need: Every touch point with an online shopper is important, as too often do customers browse rather than purchase. By leveraging Sinch Engage's powerful features, e-commerce businesses can do more than just send messages; they can fundamentally transform their customer engagement strategy, turning missed opportunities into loyal customers and achieving a significant, measurable return on investment.
Workflow setup:
Customer receives a marketing email however it’s missed or ignored e.g. during a busy sales period
The business has set up a SMS automation, which is triggered by an email being ignored. This drives the customer to the website to start shopping/re-engaging.
Customer browses and adds a product to their cart. Customer may opt to continue shopping elsewhere and abandons their cart e.g. looking for a better deal.
The business has set up an additional automation, which is triggered by an abandoned cart. This is sent to the customer with a coupon to re-entice the customer.
Customer clicks on the link from the SMS, and they’re redirected to their cart with the coupon applied.
Customer continues with the purchase and checkout.
The business can see this result within the ROI reporting of their abandoned cart.
Results:
Cross-channel engagement increases conversions
Recovers lost revenue from abandoned carts
Builds stronger customer engagement
Clear ROI tracking via campaign reporting
FAQs
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Why combine email and SMS?
SMS ensures visibility when email is ignored.
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Why didn’t the SMS trigger?
The email engagement tracking may not be enabled or configured correctly.
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Why isn’t cart recovery working?
Cart tracking may not be integrated. Try verifying the ecommerce integration.
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Why are we still getting low conversion rates after using the automations?
This could be due to various reasons - try testing stronger incentives!