How Brands Are Using SMS to Strengthen Customer Relationships

As a leader in referral marketing, Extole is always looking for ways to provide the best possible solutions for their clients. That’s why Extole has partnered with Attentive, the leader in conversational commerce, to help businesses strengthen relationships with their customers through personalized mobile messaging. We spoke with Carina Shahin, Senior Partner Manager, Ecosystem at Attentive to learn more about how their platform can benefit Extole’s clients through this strategic partnership.

What is Attentive?

Attentive® is the leader in conversational commerce, reinventing business-to-consumer communication. Attentive’s SMS-first software platform helps everyone from entrepreneurs to enterprises strengthen relationships with their consumers in a new way. Through two-way, real-time, personalized communications, Attentive drives billions in e-commerce revenue and over 8,000 leading brands like CB2, Pura Vida, Urban Outfitters, Jack in the Box, and Coach rely on Attentive to deliver powerful commerce experiences.

How do you help your customers solve their goals? What makes Attentive unique?

At Attentive, we specialize in mobile messaging for e-commerce brands. We understand that reaching customers on mobile devices is critical, so we’ve developed a platform that allows businesses to send personalized, targeted text messages directly to their customers’ phones. What sets us apart is our ability to leverage customer data to create highly relevant and engaging messages. We also offer a suite of tools for managing and automating messaging campaigns, so our customers can save time and resources while still delivering exceptional customer experiences. Overall, our focus on mobile messaging and personalization is what makes us unique and valuable to our customers.

“On average, 81% of Attentive customers see an increase in SMS-generated revenue in less than a month.”

– Carina Shahin, Senior Partner Manager, Ecosystem at Attentive

What does a typical implementation of Attentive look like? How quickly can customers expect results?

A typical implementation of Attentive involves a few key steps. First, we work with our customers to gather and import their customer data into our platform. Next, we collaborate with them to develop and execute a tailored messaging strategy across various channels like SMS and email. The timeframe for implementation can vary depending on the scope of the project and specific needs of the customer, but we aim to get our customers up and running as quickly as possible. On average, 81% of Attentive customers see an increase in SMS-generated revenue in less than a month. Of course, results may vary depending on the customer’s specific goals and campaign strategies.

Tell us about Attentive’s partnership with Extole.

As marketers deal with sky-rocketing paid advertising costs, it’s critical that brands prioritize the relationships they have with their existing customers to accelerate repeat business and drive growth. With Attentive’s new integration partnership with Extole, brands can now leverage one of their most powerful strategic advantages, their highly-engaged SMS subscribers, by delighting them with personalized referral promotions and messages throughout the customer lifecycle – driving repeat purchases while acquiring new customers at a significantly lower cost.

How can brands use Attentive and Extole together to help achieve their goals?

Let’s start with the fact that promotions are all about reaching the right customers at the right time to drive engagement. When it comes to asking customers for referrals, the same principle applies. That’s why Attentive makes it easy for brands to create personalized referral SMS promotions targeted to different segments, triggered at key moments during the customer journey, and ultimately result in more repeat purchases and new customers acquired at a lower cost.

But it doesn’t stop there! As subscribers participate in the referral program, brands can use turn-key referral journeys that automatically trigger relevant SMS communications in real-time. This includes earned reward notifications, reminders about the reward, and tailored welcome journeys for both advocates and referred customers who are joining the brand’s SMS program for the first time.

Lastly, it’s important to acknowledge that customers expect personalization and tailored experiences from brands. With the Attentive-Extole integration, brands have easy access to customer data and insights from their Extole-powered programs. This means they can create new segments in Attentive to target customers who have influence, repeat referrers, or those who are sharing specific products with additional SMS campaigns. Ultimately, this drives more relevant messaging and better conversion rates.

As you look into 2023, what is Attentive most excited about?

As we move into 2023, we are incredibly excited about the potential for even deeper personalization in mobile messaging. We believe that personalized messaging will become increasingly important for building lasting relationships with customers and driving long-term business success. We are investing heavily in new technologies and capabilities that will enable us to deliver even more tailored, engaging messaging experiences that resonate with individual customers on a deep level and drive ROI. Additionally, we are excited about expanding our platform to new verticals and industries, helping businesses across the board to unlock the full potential of mobile messaging as a powerful marketing and engagement tool. Overall, we see tremendous opportunity ahead and are committed to staying at the forefront of this rapidly evolving landscape.

Where can Extole customers go to learn more about Attentive?

To learn more about Attentive visit or contact your Client Success Manager at Extole to learn more about Attentive’s extended free trial for Extole customers.

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