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SMS + User-Generated Content

Let your customers tell the story of your brand with reviews and visual UGC. This lesson offers tactics for collecting more reviews, and especially high-quality ones, via SMS.

Let your customers tell the story of your brand with reviews and visual UGC. This lesson offers tactics for collecting more reviews, and especially high-quality ones, via SMS.

Almost all (98%) of shoppers say authentic reviews are the most important factor influencing their purchase decisions — take advantage of higher engagement rates on SMS to collect even more reviews, photos, and videos via text.

Request reviews via SMS to generate more influential user-generated content for your brand. Over half (56%) of consumers would be interested in sharing their product feedback with their favorite brands directly through text. Plus, review requests via SMS convert 66% higher compared to reviews requested via email due to the SMS’s high engagement rates.

How to integrate SMS with UGC

Here are some tactics for collecting more reviews, and especially high-quality ones, via SMS:

SMS review requests

Send SMS review requests to recent shoppers to gain valuable feedback and maximize social proof on-site. You can ask for ratings, give them poll options, or give them the opportunity to write an open-ended review.

review request

Collect visual UGC via SMS

Collect photos directly from your customers via text message that you can then showcase online in shoppable galleries. When shoppers see your products being used by happy customers in real-life, it lends more credibility to your brand and products.

collect visual content

Best practices for SMS + UGC

  • Have a plan to address negative feedback, either on-site or via SMS. Customer service is essential on any channel your customers are on, and the faster you can address their concerns, the better.
  • Don’t be afraid to provide an incentive for a review, whether it’s in the form of loyalty points or a discount offer.

Remember: your happy customers are your best marketing tool. Give them the opportunity to do your marketing for you, and you’ll be providing shoppers with authentic feedback to help them make informed purchase decisions.

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