SMS Chatbot Campaign

From E-Mail To SMS To SMS Chatbots

SMS campaigns have high open rates but with so many companies using SMS bots nowadays, the problem is that people open messages - but don’t respond.

Some existing e-commerce companies take advantage of SMS's ~94% open rates to send them a 10% abandoned cart coupon, but more can be done with SMS. Despite the great open rates, you can't expect someone to take action even if you think you sent them a great deal.

By utilizing a SMS chatbot that starts only when certain conditions are met, it allows your business to engage with customers at a higher rate while saving employee hours.

What are SMS Chatbots?

Current SMS campaigns are mostly used in other businesses to recover abandoned carts, blast deals, and just one-off messages where if someone responds, the chatbot just responds with the next message in line.

With SMS bots, you are able to personalize messages or use it as a digital concierge to get more out of each message. We have developed our AI to analyze SMS messages and respond accordingly similar to if someone was to interact with the AI on the website chatbot.

Bots on SMS can be used for automated flows once customer requirements are met, and instead of pre-set flows or one-off messages, it upgrades SMS campaigns with chatbot capabilities.

Some Use Cases

• Follow up with customers when it is around the time they usually make their recurring purchase

• Message purchasers 2 days after they receive it to make sure the product is being used correctly

• Have texts routed to a live agent

From SMS Campaigns to SMS Chatbot Campaigns

Chatbot campaigns are the evolution of texting campaigns, where a single message is released by a chatbot. That is, instead of blast sending a message to thousands of leads, we blast trigger a chatbot to the leads. For example, a texting campaign could send out message “It is time for your dental cleaning. To schedule your cleaning, go to https://mydentist.com/cleaning”.

Instead, a chatbot campaign could trigger a chatbot that initially sends out message “Hi Bob, it’s been a while since your last cleaning. Is now a good time to chat about it? Yes/No.” If the user replies “No” the chatbot will try again the next day, else the chatbot will continue with message “Great, let’s get you scheduled. Has your insurance coverage changed since your last visit? Yes/No”, and the chatbot can then continue to collect all needed information and find a suitable time slot.

This increases the conversion rates, improves user experience and decreases customer service cost (saves calling center time). 

Advanced SMS feature

Aside from having chatbot capabilities on SMS, SmartBot360 can also take advantage of flags to segment contact lists for further personalization, integrate with existing apps, add potential optimization signals with conversion tracking, and more.

Conversion Tracking

You can have SmartBot360 fire a conversion event back to Facebook ads, Google ads, and other platforms once a chatbot user completes a desired action. Setting up conversion events on a website is relatively straightforward, but what events can you track and optimize with a chatbot SMS campaign?

Possible optimization goals when using a custom SMS bot:

• Increase New Patient Engagement

• Increase LTV of Existing Patients

• Improve ROAS of Conversion Focused Campaigns

SMS custom conversion events allow for optimization outside of your website and can get extremely detailed by adding conversion events throughout the entire chatbot SMS logic flow.

Segmentation Feature: Flags

You can automatically add flags/filters to contacts if they reach key points in a chatbot flow, and then filter contacts by flags to send tailored SMS messages.

Send a text requesting to leave a review to patients with a 'came in for an appointment 2 days ago' flag, or send post-procedure recovery instructions to phone numbers with a 'surgery 1 day ago' flag.

Flags can be used to improve follow-up flows by sending texts at the right time to increase engagement.

Download Case Study: BPD

Learn how Breast Pump Depot scaled their 1:1 consultations to thousands a month through automated SMS bot sequences by SmartBot360.

SMS Chatbot Use Cases

Post-Purchase Customer Service

If a customer purchased something that requires the assistance of a manual, you can automatically import customer lists and start a post-purchase follow-up chatbot to send a message after ‘X’ number of days to make sure they are using the product correctly, as well as have direct access to text customer support with questions.

Follow-Up based on Quiz Results

Medical spas have many services, which patients may not know. A chatbot may automatically assign flags to users based on their interests and responses while interacting with the bot. Then, these flags can be used to send messages over the next few days about the corresponding services and answer 3-5 common questions regarding the service as a way to stay at the top of their mind

Pre-Visit Assessments

If you can filter your customers to those that have an appointment the next day, you can upload their numbers to SmartBot360 and start a chatbot campaign that reminds them of their appointment and asks if they can fill out a form to make their visit faster. Or if they text "How do I get there", the chatbot can respond with the address of your business.

Employee COVID Screening

Having employees returning from a trip and going back to the office? You can schedule an SMS bot to ask COVID-related questions and have the chatbot store the responses associated with their number.

Have a potential use case or wondering how you can use a chatbot campaign?