Transactional SMS in Klaviyo: Turning Everyday Messages into Powerful Customer Experiences

When you’re running a business, maintaining a stellar relationship with your customers is like building a house of cards—it’s all about balance, timing, and precision. If you’re still relying solely on email for all your customer communication, you might be missing out on a faster, more direct way to connect—Transactional SMS.

Imagine this: A customer places an order, and alongside their email confirmation, they receive an instant text message saying, “Thank you for your purchase! Your order #12345 is confirmed and will be on its way soon.” It’s quick, clear, and gives them that immediate assurance they’re looking for. That’s the power of transactional SMS!

We at Mavlers have 12+ years of experience catering to the CRM needs of brands and businesses globally, with incomparable expertise in 50+ ESPs. 

In today’s blog, we will walk you through:

• The basics of transactional SMS
• Why choose Klaviyo for transactional SMS?
• Transactional SMS use cases
• Why does transactional SMS marketing matter for your brand?
• How do you choose the best transactional SMS provider?

By the end of this blog, you will be able to understand the importance of transactional SMS for your business/brand and how to choose the right provider for your SMS needs.

Let’s hit “send,” shall we? 😉

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The basics of transactional SMS

Let’s keep it simple: Transactional SMS is like your brand’s friendly concierge, delivering essential, real-time updates straight to your customers’ phones. Unlike promotional SMS, which tries to entice customers with sales pitches and offers, transactional SMS just focuses on delivering information like order updates, shipping notifications, or OTPs (One Time Passwords).

It’s that calm, collected type of communication—the one that says, “Hey, we’ve got this covered,” without ever pushing a sale.

Some common examples:

• “Your order #54321 has been dispatched and will arrive by Oct 10th. Track it here: [Link]”

• “Use OTP 678910 to verify your login. Please don’t share it with anyone.”

Why choose Klaviyo for transactional SMS?

Sure, there are tons of transactional SMS providers out there, but Klaviyo stands out for a reason (actually, for several reasons). Think of Klaviyo as your go-to toolkit for combining powerful communication with personalized experiences. Here’s why Klaviyo makes your transactional SMS as smooth as butter:

• Personalization mastery 🧩: With Klaviyo, each message can be customized based on the recipient’s name, preferences, and purchase history. It’s not just, “Your order is on the way.” It’s, “Hey [Name], your new sneakers are on the way and will arrive by Tuesday!”

• Automation brilliance 🚀: Need to send order updates, delivery notifications, and password reset links without lifting a finger? Klaviyo’s automation workflows handle it all. Just set it up once, and let it work its magic.

• Compliance like a pro 🕵️: Handling opt-ins, opt-outs, and ensuring your SMS is in line with international regulations can be a headache. But Klaviyo’s got built-in compliance features that let you focus on sending, not worrying.

• Deep analytics 🔍: Want to know how many people opened, clicked, or ignored your SMS? Klaviyo’s reporting lets you keep an eagle eye on every metric.
• Seamless SMS and email integration 📧💬: Klaviyo allows you to effortlessly integrate both SMS and email, giving your customers a cohesive experience across multiple channels. For example, a customer can receive a text confirmation and a follow-up email with more details—ensuring they’re always in the loop, no matter where they are.

Transactional SMS use cases: Making an impact, one text at a time ✨

Here’s where the magic happens. Let’s walk through some transactional SMS examples that Klaviyo can effortlessly handle for you:

1. Order confirmation

• “Woohoo! Your order #12345 is confirmed. We’ll keep you updated!”

• With Klaviyo, set up an automation to trigger this message the moment a customer hits the “Buy” button.

2. Shipping updates

• “Good news! Your package is on its way and should reach you by Oct 12th.”

• Link this message to real-time shipping data, and your customers will never be left wondering, “Where’s my order?”

3. Password reset or OTP verification

• “Here’s your one-time password: 123456. This code is valid for 10 minutes.”

• Keep account security top-notch by automating these messages the second a password reset is requested.

4. Appointment reminders

• “Hi [Name], your dental checkup is scheduled for 3 PM tomorrow. See you then!”

• Remind your customers of their appointments, reduce no-shows, and keep your calendar in order.

Why does transactional SMS marketing matter for your brand?

Transactional SMS marketing is a way to build trust quietly. It’s not about hard selling; it’s about building trust for your brand- as you keep buyers updated on the whereabouts of their orders. Think of it as the unsung hero of your communication strategy. Here’s why:

• Open rates that wow 📈: SMS open rates sit at an impressive 98%. When something’s that effective, why not use it?

• Enhanced customer experience 🌟: Nothing says “We care” like a timely update. Customers appreciate being kept in the loop without having to dig through their inboxes.

• Cost-effectiveness 💰: Given the higher engagement, the transactional SMS price often provides a better ROI than other channels, especially for time-sensitive updates.

However, don’t let the ease of sending SMS trick you into thinking compliance is optional. Before you hit send, keep these transactional SMS rules in mind:

• No marketing language: Your content must be strictly informational. A simple “Your order is confirmed” is okay, but sneaking in, “P.S. Don’t miss our weekend sale!” isn’t.

• Recipient expectations: The recipient must reasonably expect the message. For example, a password reset code is expected; a product recommendation isn’t.

• Opt-in/Opt-out options: Even for transactional SMS, make it easy for customers to opt-out if they wish to stop receiving updates.

How do you choose the best transactional SMS provider?

While Klaviyo is an excellent choice for transactional SMS marketing, it’s important to consider your specific needs. Here are some factors to weigh when selecting the best transactional SMS provider:

• Integration: Does the provider integrate seamlessly with your existing systems?

• Scalability: Can the provider handle large volumes of transactional bulk SMS?

• SMS and email integration: Does the provider support both SMS and email, allowing you to create synchronized communication across both channels? This helps ensure your customers receive consistent updates without confusion.

• Personalization options: Does the provider offer dynamic message content and segmentation?

• Pricing: Is the transactional SMS price affordable, especially for high-frequency use cases?

• Compliance support: Does the provider offer tools and templates to help you stay compliant?

The road ahead

Now that you are equipped to transform your customer communication from mundane to memorable, we now suggest reading ~ HubSpot INBOUND 2024: How AI is Shaping the Future of CRM and Marketing.