When thinking about automated text messages, your mind may immediately conjure ideas of pre-scheduled texts or autoresponders. However, these basic capabilities fail to capture the full scope of what SMS automation can achieve.
The three examples below are just scratching the surface for what becomes possible with the right software integrations in place:
- When certain restaurants’ geographic areas forecast rain, you can automatically text limited-time coupons for free food delivery to those locations’ subscribers.
- You can remind customers to replenish their dwindling supply of dog treats based on when they last made the purchase.
- Has a customer not engaged with your services in the past 90-days? You can automatically text them a special promo code as part of a win-back campaign.
Recognizing the ever-expanding potential of AI-fueled automation, Voxie offers customers numerous solutions for streamlining and improving SMS campaign deployment, including:
- Real-time list segmentation and clean-up
- Behavior-based text deployment
- Automated personalizations for heightened relevancy and engagement
- 2-way text informed by Conversational Intelligence and machine learning
- SMS analytics organized through franchise-focused automation
Below, we’ll explore the specifics of the various SMS automations and examples of use cases, spanning across industries like restaurants and QSR, retail, and service businesses.
Automation for Real-time SMS List Segmentation and Clean-up
Up-to-date SMS list management is crucial for three very different reasons:
- TCPA compliance requires that, if someone opts out, that all text communications cease immediately. Failure to obey these rules—even by accident—can result in extreme fines, as was this case for this $925 million lawsuit.
- SMS list segmentation grants the option of more targeted SMS messaging through automation. This is not only proven to heighten engagement rates but also prevents unneeded spending by sending texts to customers unlikely to interact.
- SMS list segmentation also enables deeper analysis through the easy comparison of groups. Many of our customers are franchises who choose to not only segment lists by brick-and-mortar locations, but also by the franchisee owner. In turn, they’re able to flag who is the most active and the overall effectiveness of their text messaging.
How automated SMS list segmentation works:
List segmentation within Voxie is a flexible process that allows users to upload their own lists or create new ones directly within the platform. Segmentation can be driven by data already housed in Voxie, as well as by customer attributes collected externally and shared through integrations with other systems.
Voxie’s AI can assist in setting up and defining the key characteristics that determine each segment, and it can also automate the process of keeping lists updated in real time as new data comes in. This ensures that each segment remains accurate and relevant, enabling more targeted and effective communication.
SMS automation examples made possible through Voxie list segmentation include:
- Individuals receive texts more targeted to them. For example, a fitness center can send notifications about upcoming “family days” specifically to members with family plans, while excluding subscribers who do not have children.
- When a customer is shown to increase their purchase frequency or average-order-value, they can be added to an SMS list that targets high-priority customers.
- When someone fails to engage with sent texts, they can be added to groups that receive messages at reduced frequency.
- Loyalty members will receive texts with modified content that reference their current status.
- Franchisees can elect to have their SMS lists receive automated messages crafted at the national level or, alternatively, craft their own.
Dive deeper into the possibilities with Effectively Segment SMS Lists - Tactics for Greater Engagement.
Behavior-based Text Deployment
You can set up Voxie to take certain actions based on how recipients interact with your brand. This could be clicking on a link within a text, but also behaviors well beyond the extent of SMS.
Using existing and bespoke integration solutions, Voxie can trigger SMS chains in response to external factors, whether that be new purchases, new customer enrollments, loyalty program status changes, event attendance, or direct marketing interactions.
SMS automation examples made possible through Voxie include:
- Let’s say your CRM documents that a prospective customer toured your assisted living facilities; this can trigger a series of SMS messages that shares helpful literature and inquires about any follow-up questions, further nurturing the lead.
- When your appointment software schedules a new appointment for someone who previously missed their last one, your SMS system can trigger the standard reminder sequence with an additional reminder for extra assurance.
- Automatically schedule a satisfaction survey to be texted 24-hours after someone received lawn care.
- Has a high-priority customer failed to make a purchase within the last 90-days? Automatically text them an individualized coupon code for 50% off their next order as part of a win-back strategy.
See how one company combined Voxie’s automation with data-driven strategies to improve its win-back campaign, resulting in a 2,200% ROI and a 164% increase in attributed revenue.
SMS Automation Enables Multi-Branch Drip Campaigns
Text message series don’t have to be linear—Voxie’s text drip features make it easy to create multi-branch text flows that adapt based on recipients’ responses (or lack of response). Practical use cases for this include:
- You send a new subscriber a promo code to redeem. If they haven’t used the code within a certain amount of time, send a follow-up text reminding them of the awaiting discount.
- Suppose you have an omnichannel lead nurturing campaign in progress. If someone engages with a link sent via SMS rather than email (or vice versa), integrated data between the two platforms can automatically adjust future communications to favor the channel that individual prefers.
- After a customer completes a purchase, send a thank-you message with a request for feedback. If they respond positively, automatically text them a request for a review; if they respond negatively, route them to customer support for personalized assistance.
Automated Personalizations for Heightened Relevancy
Voxie users can build text templates personalized to the individual recipient. Information sources can come from information directly within Voxie, like their name, information they volunteer in various surveys or text exchanges, or outside software integrated with the SMS platform.
Ways Voxie’s SMS automation capabilities can personalize texts include:
- Referencing past purchases or services by integrating with your CRM or POS
- Including important details they previously provide, which can be anything from their pets’ names to dietary restrictions to their birthday
- Alert customers when they may be due to renewal their membership or may simply be close to running short on their supply of their product
- Reference accrued loyalty program points
For more examples, read Personalized SMS Marketing – Maximizing its Potential.
2-way Text Informed by Conversational Intelligence and Machine Learning
SMS is uniquely positioned for two-way conversations with customers, offering immediacy, convenience, and a personal touch that other channels often lack. Because people use text messaging in their daily lives, engaging in conversations via SMS feels natural and intuitive.
When combined with conversational intelligence and machine learning, SMS automation can handle a wide range of customer inquiries and actions without sacrificing the human element. With Voxie, businesses can provide instant answers, schedule appointments, and collect valuable feedback—all through simple, natural text conversations.
Customer service SMS automation examples made possible through Voxie include:
- A customer wants to know if your business will be open Christmas Day; instead of being forced to call during the limited store hours, they can text no matter the time of day to receive the answer.
- A customer wants to know about the status of a package they ordered.
- A customer wants to schedule a dog grooming appointment—all this can be done through text.
- If someone replies to an automated promotional text with a question, the system can instantly shift to address their inquiry or alert a team member to follow up personally.
Examples of SMS surveys and review-acquisition made possible through Voxie automation include:
- When collecting feedback, you can allow customers to describe their experiences in their own words. Conversational Intelligence will identify underlying themes and the overall tone, then respond appropriately—either inviting satisfied customers to leave an online review or forwarding complaints to the appropriate team members.
- Individuals who did not respond to the initial feedback request can receive a follow-up text, while those who have already completed the survey will be excluded from further messages.
- Voxie can categorize SMS survey responses by sentiment and identify common themes, even when recipients use different wording. This organized data enables deeper analysis, such as comparing responses across subgroups—a feature especially valuable for franchises looking to evaluate and benchmark the performance of individual franchisees.
SMS Analytics Organized Through Intelligent Tagging Franchise-Focused Automation
There are few terms that make marketers shutter more than “data dumps,” as it evokes images of walls of numbers with no takeaways. Voxie spares your team the headache of sifting through meaningless figures through intuitive reporting dashboards designed for easy, valuable comparisons.
The analytical value we offer franchises goes beyond data visualization and grouping by preset sublists. Voxie automatically categorizes texts by themes—such as coupon codes or limited-time offers—enabling easy performance comparisons across themes. Additionally, we can sort results by franchisee, automatically highlighting both top performers and underperformers, as well as identifying shared patterns among them.
Automated Platform Guardrails to Enforce Brand Practices
Automation doesn’t have to only apply to the texts themselves, but also the level of permissions our SMS platform grants. Voxie lets franchises establish multiple levels of admin access; franchisees will only be able to view the metrics and marketing lists under their control, while the brand’s marketing team will have a broader view.
Voxie enables franchises to standardize SMS processes. For example, the company can set up the platform so franchisees can use pre-approved templates but automatically require corporate approval for any new or modified messages.
Get to Know Voxie, the Only SMS Platform Designed for Franchises
Franchise-specific SMS needs call for targeted automated solutions. After all, franchise business models are fairly unique, in that they combine centralized brand standards with independently operated locations. The upside is that brands can enjoy localized customer engagement alongside nationwide recognition. However, there’s challenges that accompany maintaining consistency and control across diverse franchisees.
Voxie built an SMS platform that strikes the balance between franchisee autonomy and corporate governance, made scalable through sophisticated automations. Schedule a demo to get to know our software solutions or read more about franchise marketing with the resources below.