In today’s mobile-first digital landscape, SMS campaigns have become one of the most effective tools for collecting customer reviews. Unlike email, which can sit unopened for hours or even days, SMS messages are usually read within minutes. This immediacy makes SMS the ideal channel to request feedback from customers while their experience with your brand is still fresh.
Additionally, with smartphones in nearly everyone’s hands, you’re reaching customers exactly where they spend most of their time. Consequently, more businesses are moving away from traditional review request methods and embracing SMS for faster, more reliable engagement. Whether you’re a small local business or a growing eCommerce brand, incorporating SMS review campaigns can dramatically boost the volume and quality of your testimonials.
Instant Communication = Higher Engagement
The average open rate for SMS messages is over 90%, compared to about 20% for emails. As a result, SMS review requests are more likely to be seen, clicked, and acted upon. This increased engagement can translate directly into more positive reviews on platforms like Google, Yelp, and Trustpilot.
Pro Tip: Timing Matters
To maximize success, send your SMS review request shortly after the transaction or service has been completed—ideally within 1 to 3 hours. During this window, the experience is still top-of-mind, and the likelihood of receiving a thoughtful review is significantly higher.
How to Structure an SMS Review Campaign for Success
Creating a review SMS campaign isn’t just about asking for feedback. It requires thoughtful strategy, personalization, and compliance. First, you must ensure the customer has opted in to receive SMS messages. Next, your message should be concise yet compelling, with a clear call-to-action that guides them to the review platform.
Crafting the Perfect Message
Start with a friendly greeting that includes the customer’s name, if possible. Then, express appreciation for their recent purchase or interaction. Follow this with a direct request for feedback, and finally, provide a shortened and trackable link to your review page.
Personalization Drives Action
Including the customer’s name, mentioning the specific product or service, and referencing the date or location of the transaction can make the message feel more genuine. The more tailored your request, the higher your chances of getting a response.
Add a Gentle Reminder (If Needed)
If your customer doesn’t respond to the first message, it’s okay to send a follow-up within 24 to 48 hours. Keep the tone polite and respectful. Something like:
Best Practices to Increase Review Conversion Rates via SMS
While crafting the right message is important, the uae mobile database success of your campaign also depends on when, how often, and where you send these messages. As with all marketing, timing and targeting are everything. Avoid over-sending or contacting customers too early, as this can annoy data on rather than inspire action.
Use Automation to Streamline Efforts
Fortunately, SMS marketing platforms like Klaviyo, Postscript, SMSBump, and Twilio allow you to automate review requests based on customer activity. For example, after an order is marked “delivered,” the system can trigger a message within hours. Automation saves time and ensures consistency while i didn’t even realize it allowing for better tracking of conversion rates.
Integrate With Review Platforms
Integrating your SMS platform with your preferred review tools (like Google My Business or Trustpilot) allows for seamless redirection to review pages. This eliminates friction for the customer and increases the likelihood they’ll leave a review.
Offer an Incentive—Cautiously
While incentivizing reviews should be done carefully to avoid policy violations (especially on platforms like Google), offering a general reward for feedback—like entry into a giveaway or a discount on their next purchase—can be an ethical and effective way to encourage participation.
Measuring Results and Avoiding Common Mistakes
Just like any other marketing strategy, you need to track performance to optimize your SMS review campaigns. Use tools that offer click-through tracking, review completion rates, and opt-out stats to get a clear picture of what’s working and what isn’t.
Key Metrics to Monitor
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Open rate: How many people are reading your messages
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Click-through rate (CTR): How many are clicking the review link
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Conversion rate: How many actually leave a review
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Opt-out rate: Whether your message frequency is turning users off
Segment Your Audience for Better Results
Not every customer is the same, and neither should your messages be. Segment your list based on:
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Purchase history
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Customer satisfaction (based on NPS or support tickets)
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Location or demographics
This allows you to tailor your review requests even further and get higher-quality, more relevant feedback.
Avoid These Common Pitfalls
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Sending unsolicited messages: Always ensure proper consent
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Using overly generic templates: Personalization increases response
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Spamming users with multiple reminders: One or two reminders are enough
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Sending at inappropriate times: Avoid early mornings or late nights
Bonus: Encourage Review Sharing
After a customer leaves a review, send a thank-you SMS and encourage them to share the review on social media or tag your business. This creates a ripple effect, building trust and increasing visibility for your brand.