Post-purchase SMS: Benefits, tips, and examples for success

Reading Time: 7 minutes

Post-purchase SMS helps you keep customers informed and engaged after they buy, building stronger relationships via timely communication.

Your automated SMS could reduce support inquiries, boost customer satisfaction, and create opportunities for more sales through personalized follow-ups and targeted recommendations.

With Omnisend’s powerful automation tools, you can automate your SMS with pre-built workflows and multi-channel sequences to combine SMS with email.

Join us below to learn how to use post-purchase text messages in your ecommerce strategy. 

What is a post-purchase SMS?

A post-purchase SMS is a text message sent to customers after they complete a transaction. These messages deliver order confirmations, shipping updates, and other relevant information about their purchase directly to their phone.

Automated messages serve as key touchpoints in the customer journey. They provide instant updates about orders, build trust through proactive communication, and create opportunities for gathering feedback or encouraging repeat purchases.

When a customer buys from your store, for example, you can send them a text confirming their order details, followed by shipping notifications as their package moves toward delivery, creating a cohesive customer experience. 

Benefits of post-purchase SMS communication

Automated post-purchase SMS updates can do more than notify customers — they can also enhance growth, satisfaction, and retention. Here’s how:

• Real-time order visibility: Your customers receive instant updates about their orders through text messages, creating transparency and trust. That immediate communication keeps them informed about their purchase status without manually checking emails or tracking orders.
• Enhanced customer satisfaction: Quick, proactive updates via SMS show customers you value their time and business. Keeping them informed at every step reduces anxiety about their purchase and demonstrates your commitment to service excellence.
• Upselling opportunities: Post-purchase messages let you recommend complementary products or share relevant offers when engagement is highest. You can send personalized promotions based on purchase history to encourage additional sales.
• Reduced support inquiries: Proactive SMS updates about order status, shipping, and delivery can significantly decrease “Where is my order?” support tickets and emails, saving your team time and resources while improving customer experience.
• Better customer retention: SMS follow-ups help maintain engagement after purchase through timely communication, loyalty program invites, and feedback requests. These interactions strengthen your customer retention and encourage repeat purchases.

Types of post-purchase SMS messages

Your post-purchase SMS strategy can include various message types beyond basic order updates, creating meaningful connections throughout the customer journey.

Order confirmation SMS

Send these messages immediately after purchase to build trust and reduce anxiety. Include essential details like the order number, total amount, and estimated delivery date. 

A tracking link lets customers monitor their package’s journey. Simple “thank you” notes and customer service contact details enhance these messages.

Shipping updates 

Keep customers informed about their package’s journey with automated SMS notifications at key milestones. Alerts should follow packing, shipping, out for delivery, and delivery, with tracking numbers and direct links to carrier tracking pages as essential features. 

Shipping updates prevent support queries and create a professional customer experience that mimics those of the biggest stores. 

Thank-you messages 

Personalized thank-you texts work best 24-48 hours after delivery. Acknowledge the customer’s purchase while expressing genuine appreciation for their business. 

A conversational tone with relevant tips or product recommendations adds value while keeping discount codes subtle and helpful.

Feedback requests 

Schedule feedback requests three to seven days after delivery, allowing customers time with their purchase. Brief, mobile-friendly surveys paired with incentives like discount codes boost completion rates. 

Quick-reply options and numbered rating systems simplify the response process, generating valuable data for product and service improvements.

Loyalty program invitations 

Reach first-time buyers with loyalty programs five to seven days after purchase. The key benefits and point-earning system should take center stage. 

A clear call to action paired with a signup link drives engagement. Sweeten the deal with welcome bonuses and points from recent purchases, and streamline enrollment with one-click registration. Exclusive member discounts can further boost signup rates, making the offer irresistible.

5 tips for writing post-purchase SMS messages

Follow these tips to write post-purchase SMS messages your customers can’t ignore:

1. Keep it short 

Focus on your key message in 160 characters or less. Break complex updates into separate texts and avoid unnecessary words or redundant information.

2. Personalize the message 

Use customer names and order details to make each message feel individual. Reference specific products and tailor recommendations based on shopping history and preferences.

3. Include a clear call to action

Each message should guide customers to take a specific step, such as tracking packages, leaving reviews, or joining loyalty programs. Ensure links are easily noticeable and clickable.

4. Be timely 

Match messages to customer actions and shipping milestones. Send order confirmations instantly, space out shipping updates, and time feedback requests after delivery.

5. Use friendly and brand-consistent language 

Maintain your brand voice while keeping messages conversational and easy to understand. Use simple language and keep everything friendly to encourage action. 

How to automate post-purchase SMS messages

Automating your post-purchase SMS messages is easy with Omnisend’s automation templates. Here’s how to get started:

Setting up automation workflows

Omnisend’s automation platform lets you create SMS sequences for key post-purchase touchpoints, including order confirmations, shipping updates, and delivery notifications.

To create your Workflow:

• Go to the Automation tab > Create Workflow
• Choose your Workflow:
  • Select from the Automations Library
  • Or create from scratch
  • Both options allow customization

You can also combine email and SMS in a single workflow to maximize reach. For example, send order details via email while using SMS for urgent shipping updates.

Customizing message timing

Match your SMS timing to actual shipping events rather than preset intervals to ensure convenient delivery. 

To set message timing in Omnisend:

1. Go to the Automation tab > Select Workflow
2. Set the Delay, select timing (minutes to months)
3. Under Frequency settings, set delay period (hours/days)

For convenience, send SMS messages between 9 AM and 9 PM in your customers’ local time zones. Keep frequency reasonable and include opt-out instructions in every message. 

For US customers, add text like “Reply STOP to opt-out,” while other regions need an unsubscribe link. These elements build trust while avoiding carrier blocks and potential TCPA penalties. Extend these rules to your SMS campaigns to ensure compliance. 

Personalizing your messages

Create targeted post-purchase messages using customer data like names, order details, purchase history, and preferences. Omnisend supports SMS sending to multiple countries with region-specific sender names and compliance settings.

You can also personalize messages by adding links to abandoned carts or order tracking pages when your automation trigger includes relevant customer data. These can make automated text messages more useful and specific to each customer’s journey.

Tracking performance

Monitor these key metrics through Omnisend’s reporting dashboard:

• Sent messages and delivery rates
• Click-through rates on included links
• Sales generated from SMS campaigns
• Unsubscribe and bounce rates
• Global sending coverage

These metrics will help you optimize timing, content, and segmentation to build better SMS marketing campaigns.

Post-purchase SMS examples you can steal

Use these post-purchase SMS updates to connect with customers, provide value, and encourage future purchases:

Order confirmation

1. “Thanks, (Name). Order #(Number) is confirmed and will ship soon. Click to view details: (Link). We appreciate your business!”
2. “Your order is confirmed, (Name)! We’ll start preparing #(Number) right away. To view or manage your order, click (Link).”

Shipping updates

1. “Good news, (Name)! Your package is on the move. Track order #(Number) here: (Link). Estimated delivery: (Date).”
2. “Hey (Name), your order #(Number) was just delivered! Let us know if you need anything: (Support Link). Enjoy!”

Thank you messages

1. “We hope you’re loving your recent purchase, (Name)! Here’s 15% off your next order: (Code). Valid for 7 days.”
2. “Thanks for choosing us, (Name)! To show our appreciation, here’s a style guide for your new (Product): (Link).”

Feedback requests

1. “How did we do, (Name)? Take 1 minute to rate your experience with (Product) and get $10 off your next purchase: (Survey Link).”
2. “Your opinion matters! Please share your thoughts about your recent order and help us serve you better: (Link). Takes just 60 seconds.”

Loyalty program invites

1. “You’ve earned 100 points from your purchase, (Name)! Join our rewards program to redeem them: (Link). Plus, get 50 points for signing up!”
2. “VIP perks await! Your recent purchase qualifies you for our loyalty program. Unlock exclusive deals & early access: (Link).”

Wrap up

Post-purchase text messages are crucial for your ecommerce store to provide a professional customer experience, reduce support inquiries, and create opportunities for additional sales.

With Omnisend, setting up these messages is a smooth and intuitive process. You then can track their performance or integrate SMS with email marketing for even better results. 

SMS has content limitations (160 characters, limited screen size) but offers the same segmentation and personalization capabilities as email.

Consider starting with a simple order confirmation workflow and expanding your messaging as you learn what resonates with your customers.