Perfect For Staying Top of Mind and Increasing Customer Retention!
April 10, 2019
Perfect For Staying Top of Mind and Increasing Customer Retention!
Score 10 out of 10
Vetted Review
Verified User
Modules Used
- Programmable SMS
Overall Satisfaction with Twilio
Twilio SMS is being used as a transactional SMS platform mostly, and we are starting to branch into promotional and marketing SMS as well to bring back users and increase retention. But for now, it is mostly used to remind users and restaurants of upcoming reservations so neither misses the time, discount, and more that needs to be applied to the customer's bill. This is mostly done on a time base, either based off of direct action inside the app or an hour before action needs to be taken.
- Easy implementation. Just a few lines of code.
- Custom numbers for area codes (we have one in each different city).
- Cost effective. Very cheap not only for a number (about $1 or so per number per month) but also for sending out automated SMS.
- Good overview dashboards to see activity, send rates, and deliverability.
- Number verification (so the text that makes you input a code) something we haven't used but will be adding in in the near future.
- Setting up response sequences should be more intuitive like an email sequence software or a chatbot service where you can send users through flows based on actions.
- Less code setup or having a graphical user interface to set it up would be nice then to be able to just export the code of what we need and send it over to developers.
- Easier multi-media sending for images, videos, or files needed.
- Adding in phone numbers onto our onboarding sequence has increased our user activity by about 30%. We believe due to the users being more invested in the application now.
- On top of that, our first SMS has increased our week 1 retention by about 15%. Pushing users to go on the app more than 2-3 times has been a struggle and SMS seems to be a solid driver in retention.
To be honest, I don't know of any Twilio SMS competitors that have the robust transactional SMS that Twilio SMS has. I know of a few marketing SMS platforms such as Textedly but that's more of an email blast (or SMS blast) to your list then something targeted based on user action inside our application that Twilio SMS can provide. On top of that, in Twilio SMS I can push them through my own segmentation and sequences programmatically to even make the marketing SMS's more targetted compared to some of the pure blast competitors.