Cómo usar SMS para conectar las compras minoristas en línea y fuera de línea

Pájaro

28 ene 2020

SMS

1 min read

Cómo usar SMS para conectar las compras minoristas en línea y fuera de línea

Puntos clave

    • Las compras en tienda todavía dominan — pero los clientes ahora confían en investigación móvil y mensajería para guiar sus compras.

    • Marketing por SMS y plataformas CPaaS (Communication Platform as a Service) ayudan a los minoristas a conectar los viajes de compra en línea y fuera de línea sin problemas.

    • La mensajería de texto personalizada genera un compromiso más fuerte que el correo electrónico, con tasas de apertura alrededor del 94% y tasas de redención más altas para ofertas.

    • El SMS admite múltiples casos de uso: promociones, seguimiento de pedidos, notificaciones de entrega, alertas de pago y encuestas.

    • Comunicación omnicanal a través de Bird permite conversaciones unificadas con los clientes a través de SMS, WhatsApp y otros canales — aumentando la lealtad y las conversiones.

    • La personalización basada en datos hace que cada mensaje de texto se sienta relevante, ayudando a las marcas a destacarse en un paisaje minorista competitivo.

Destacados de Q&A

  • ¿Por qué el SMS sigue siendo esencial en el marketing minorista?

    SMS ofrece inmediatez, altas tasas de apertura y compromiso en tiempo real que conectan la navegación digital con la compra en la tienda. Convierte a los compradores pasivos en compradores activos.

  • ¿Qué significa realmente “bridging online and offline”?

    Significa crear una experiencia continua, donde promociones digitales, recordatorios y actualizaciones animen a los clientes a visitar tiendas físicas o completar pedidos en línea.

  • ¿Cómo mejora CPaaS esta experiencia?

    CPaaS integra los canales de mensajería, voz y chat en un solo sistema, para que los minoristas puedan gestionar todas las conversaciones con los clientes de manera eficiente y contextual.

  • ¿Cuáles son formas prácticas de utilizar SMS?

    Envía ofertas sensibles al tiempo, actualizaciones de entrega y alertas de pago, o recopila comentarios rápidos con encuestas cortas, todo dentro del entorno de chat preferido del cliente.

  • ¿Cómo pueden beneficiarse los pequeños minoristas?

    Las soluciones CPaaS como las de Bird hacen que la comunicación omnicanal a nivel empresarial sea accesible sin configuraciones complejas ni altos costos, ideal para minoristas locales o en crecimiento.

The rise of online shopping giants like Amazon has changed just about everything about how people make purchases. But you might be surprised to learn that more people still buy in-store than online. So, how can you keep up, and get customers buying from both your webshops and your brick-and-mortar stores?

By bridging online and offline experiences.

The retail path-to-purchase is going mobile

Even if customers buy more often in physical stores, they still use their smartphones to do most of the legwork. Keep in mind:

  • 37% of consumers today look to social media for inspiration before making a purchase.

  • 34% get inspiration from websites before buying in-store or online.

These days, your customers expect digital experiences that will draw them into your stores. This shift means retailers should treat SMS as a primary channel for driving both digital awareness and in-store conversions. So, why not use SMS to give them loads of reasons to buy from you?

The rise of online shopping giants like Amazon has changed just about everything about how people make purchases. But you might be surprised to learn that more people still buy in-store than online. So, how can you keep up, and get customers buying from both your webshops and your brick-and-mortar stores?

By bridging online and offline experiences.

The retail path-to-purchase is going mobile

Even if customers buy more often in physical stores, they still use their smartphones to do most of the legwork. Keep in mind:

  • 37% of consumers today look to social media for inspiration before making a purchase.

  • 34% get inspiration from websites before buying in-store or online.

These days, your customers expect digital experiences that will draw them into your stores. This shift means retailers should treat SMS as a primary channel for driving both digital awareness and in-store conversions. So, why not use SMS to give them loads of reasons to buy from you?

The rise of online shopping giants like Amazon has changed just about everything about how people make purchases. But you might be surprised to learn that more people still buy in-store than online. So, how can you keep up, and get customers buying from both your webshops and your brick-and-mortar stores?

By bridging online and offline experiences.

The retail path-to-purchase is going mobile

Even if customers buy more often in physical stores, they still use their smartphones to do most of the legwork. Keep in mind:

  • 37% of consumers today look to social media for inspiration before making a purchase.

  • 34% get inspiration from websites before buying in-store or online.

These days, your customers expect digital experiences that will draw them into your stores. This shift means retailers should treat SMS as a primary channel for driving both digital awareness and in-store conversions. So, why not use SMS to give them loads of reasons to buy from you?

Focus on CPaaS

SMS and WhatsApp really are everywhere. Chances are your buyers already use these channels to chat with their friends.

Plus, more than 50% of customers feel that companies don’t make it easy to contact them.

CPaaS (communication platform as a service) solutions, such as SMS, can make a huge difference — and transform casual shoppers into loyal customers.

Think of it this way:

  • 91% of consumers are actually more likely to shop with brands who recognize and remember them and provide relevant offers and recommendations.

  • Nearly 3 out of 4 buyers surveyed by Accenture said that a business has never communicated with them online in a way that felt too personalized. So, if your customers have opted in to messaging and left their numbers, they really want you to strike up a conversation with them.

SMS and WhatsApp really are everywhere. Chances are your buyers already use these channels to chat with their friends.

Plus, more than 50% of customers feel that companies don’t make it easy to contact them.

CPaaS (communication platform as a service) solutions, such as SMS, can make a huge difference — and transform casual shoppers into loyal customers.

Think of it this way:

  • 91% of consumers are actually more likely to shop with brands who recognize and remember them and provide relevant offers and recommendations.

  • Nearly 3 out of 4 buyers surveyed by Accenture said that a business has never communicated with them online in a way that felt too personalized. So, if your customers have opted in to messaging and left their numbers, they really want you to strike up a conversation with them.

SMS and WhatsApp really are everywhere. Chances are your buyers already use these channels to chat with their friends.

Plus, more than 50% of customers feel that companies don’t make it easy to contact them.

CPaaS (communication platform as a service) solutions, such as SMS, can make a huge difference — and transform casual shoppers into loyal customers.

Think of it this way:

  • 91% of consumers are actually more likely to shop with brands who recognize and remember them and provide relevant offers and recommendations.

  • Nearly 3 out of 4 buyers surveyed by Accenture said that a business has never communicated with them online in a way that felt too personalized. So, if your customers have opted in to messaging and left their numbers, they really want you to strike up a conversation with them.

Bridge the online/offline divide with SMS

Considering all the channels they use, your consumers are definitely on a journey when they decide to buy a product.

Here’s how you can use SMS to win them over.
Here’s a quick breakdown of how SMS supports each stage of the customer journey:

Channel

Business impact

SMS marketing

Drives urgency and boosts in-store traffic using promotional messaging

Order & delivery notifications

Reduces support load and improves delivery communication transparency

Account & security alerts

Builds trust with proactive protection and reminders

SMS surveys

Collects fast feedback to improve CX and retention


  • SMS marketing. Want to create a sense of urgency that just isn’t achievable with email? Use text messages that appeal to your VIP customers and increase foot-traffic to your stores. Send out promotions based on preferences they’ve shared with you. Text them coupons or special sales that can be redeemed on or offline.

  • Use order and delivery notifications — so the entire process can be followed by SMS. This removes one of the biggest annoyances for customers: not knowing where they stand with their order. It also frees up your customer support staff to deal with more urgent issues.

  • Text them special alerts. Want to demonstrate to your customers that you’re looking out for them? Use SMS instead of email to notify people of changes to their accounts, or to flag suspicious behavior. Send them payment reminders, and even try to guide them through password resets.

  • Don’t forget SMS surveys. By asking customers about their experience with your company and giving them an easy and fast way to respond, you’re giving your buyers a voice while also gathering critical information that can help you make their experience better going forward.


CPaaS can make the difference

We’ve built a CPaaS platform that lets retailers like you reach out to your customers naturally with SMS — or WhatsApp, or Messenger, or WeChat. With this powerful and agile technology, you can get more customers buying from you, whether they’re online or in line at your stores.

Considering all the channels they use, your consumers are definitely on a journey when they decide to buy a product.

Here’s how you can use SMS to win them over.
Here’s a quick breakdown of how SMS supports each stage of the customer journey:

Channel

Business impact

SMS marketing

Drives urgency and boosts in-store traffic using promotional messaging

Order & delivery notifications

Reduces support load and improves delivery communication transparency

Account & security alerts

Builds trust with proactive protection and reminders

SMS surveys

Collects fast feedback to improve CX and retention


  • SMS marketing. Want to create a sense of urgency that just isn’t achievable with email? Use text messages that appeal to your VIP customers and increase foot-traffic to your stores. Send out promotions based on preferences they’ve shared with you. Text them coupons or special sales that can be redeemed on or offline.

  • Use order and delivery notifications — so the entire process can be followed by SMS. This removes one of the biggest annoyances for customers: not knowing where they stand with their order. It also frees up your customer support staff to deal with more urgent issues.

  • Text them special alerts. Want to demonstrate to your customers that you’re looking out for them? Use SMS instead of email to notify people of changes to their accounts, or to flag suspicious behavior. Send them payment reminders, and even try to guide them through password resets.

  • Don’t forget SMS surveys. By asking customers about their experience with your company and giving them an easy and fast way to respond, you’re giving your buyers a voice while also gathering critical information that can help you make their experience better going forward.


CPaaS can make the difference

We’ve built a CPaaS platform that lets retailers like you reach out to your customers naturally with SMS — or WhatsApp, or Messenger, or WeChat. With this powerful and agile technology, you can get more customers buying from you, whether they’re online or in line at your stores.

Considering all the channels they use, your consumers are definitely on a journey when they decide to buy a product.

Here’s how you can use SMS to win them over.
Here’s a quick breakdown of how SMS supports each stage of the customer journey:

Channel

Business impact

SMS marketing

Drives urgency and boosts in-store traffic using promotional messaging

Order & delivery notifications

Reduces support load and improves delivery communication transparency

Account & security alerts

Builds trust with proactive protection and reminders

SMS surveys

Collects fast feedback to improve CX and retention


  • SMS marketing. Want to create a sense of urgency that just isn’t achievable with email? Use text messages that appeal to your VIP customers and increase foot-traffic to your stores. Send out promotions based on preferences they’ve shared with you. Text them coupons or special sales that can be redeemed on or offline.

  • Use order and delivery notifications — so the entire process can be followed by SMS. This removes one of the biggest annoyances for customers: not knowing where they stand with their order. It also frees up your customer support staff to deal with more urgent issues.

  • Text them special alerts. Want to demonstrate to your customers that you’re looking out for them? Use SMS instead of email to notify people of changes to their accounts, or to flag suspicious behavior. Send them payment reminders, and even try to guide them through password resets.

  • Don’t forget SMS surveys. By asking customers about their experience with your company and giving them an easy and fast way to respond, you’re giving your buyers a voice while also gathering critical information that can help you make their experience better going forward.


CPaaS can make the difference

We’ve built a CPaaS platform that lets retailers like you reach out to your customers naturally with SMS — or WhatsApp, or Messenger, or WeChat. With this powerful and agile technology, you can get more customers buying from you, whether they’re online or in line at your stores.

Otras noticias

Leer más de esta categoría

A person is standing at a desk while typing on a laptop.

La plataforma completa AI-native que escala con tu negocio.

Contactar con ventas

Empieza gratis

© 2025 Bird

Contactar Soporte

A person is standing at a desk while typing on a laptop.

La plataforma completa AI-native que escala con tu negocio.

Contactar con ventas

Empieza gratis

© 2025 Bird

Contactar Soporte

A person is standing at a desk while typing on a laptop.

La plataforma completa AI-native que escala con tu negocio.

Contactar con ventas

Empieza gratis

© 2025 Bird

Contactar Soporte