What are SMS Campaigns?
In CRM Essentials, campaigns can be sent via email or SMS to your customers. SMS Campaigns refer to the ability to send marketing messages to shop customers via SMS.
How do I send SMS Campaigns?
When you set up an SMS marketing number for your shop, you will have a dedicated phone number to send marketing communications to your customers.
I already text my customers about their orders through my shop number. Can I just send them marketing texts from that number, too?
No. Your SMS marketing number is not the same phone number as your shop SMS number. A separate marketing phone number allows your customers to opt out of marketing messages without interfering with your shop’s ability to share order updates and other transactional communications using your regular SMS number.
Check out our help article CRM Essentials: Set Up an SMS Marketing Number to learn more.
How can my customers opt in to receive SMS Campaign messages?
Marketing SMS requires explicit written opt-in (usually digital) to text customers. In Shopmonkey, this explicit consent can be received by:
Customers texting START to your shop’s marketing number
Checking the marketing message opt-in when:
Scheduling an appointment with the CRM Essentials: Appointment Scheduler
Submitting a Work Request Form
Authorizing services on the public order page
Bulk uploading previously opted-in customers
Please review the Bulk Upload Opted-In Customers section of the CRM Essentials: Set Up an SMS Marketing Number help article to learn more
Please Note: This upload will update customer phone numbers. Only make updates for customers who have already opted in for SMS marketing. Non-compliance may lead to penalties. It is up to you to ensure your shop is meeting all compliance requirements. Review compliance requirements
Please review the Collect Customer Consent to Receive Marketing Messages section of the CRM Essentials: Set Up an SMS Marketing Number help article to learn more about the different ways to collect explicit written consent from customers.
Non-compliance may lead to penalties. We encourage you to review applicable compliance requirements. It is up to you to ensure your shop is meeting all compliance requirements regarding SMS marketing communications with your customers.
I have a saved file of opted-in phone numbers. Can I move them over to Shopmonkey CRM Essentials?
Bulk upload your list of previously opted-in customers. Please review the Bulk Upload Opted-In Customers section of the CRM Essentials: Set Up an SMS Marketing Number help article to learn more.
What are some ways I can encourage my customers to opt in to our shop’s marketing messages?
Consider these creative approaches to informing your customers of your marketing messages:
Offer a discount (e.g. $5 off their next service) when they opt in:
Display a sign with your marketing number and/or a QR code to text START to your marketing number
Have your customer show you the opt-in text message before they pay
Apply the discount to their order
Display signs with your marketing number and/or a QR code to text START to your marketing number in the customer waiting area
What happens if I contact customers who have not opted in?
Using a CRM Essentials SMS Campaign to contact customers who have not provided explicit consent to marketing messages via SMS may violate the TCPA and other applicable laws and regulations. This could lead to lawsuits, penalties, damages, or other consequences. It is up to you to ensure your shop is meeting all compliance requirements. Review compliance requirements and do your research to ensure you are complying with the most up-to-date requirements.
In addition, high unsubscribe rates and/or invalid phone number messages may impact your SMS Campaign deliverability. This is because carriers may filter or block your message traffic if flagged.
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