How SMS fits into your retention strategy

SMS works best when it’s designed alongside email not in isolation. We use SMS intentionally at moments where immediacy, visibility, and action matter most.

Using platforms like Klaviyo, we integrate SMS directly into your existing email flows, ensuring each channel plays a clear role without competing for attention.

Before recommending anything, we assess your goals, customer behaviour, and current setup to determine where SMS will genuinely add value and where email should lead instead.
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Where SMS typically makes the most impact:

SMS campaigns designed for timely action

SMS is a highly personal channel and we treat it that way. Rather than overusing it, we focus on moments where a message on someone’s phone genuinely makes sense. SMS is changing the game and we have the tools to harness it.

We design SMS campaigns to prompt clear, timely actions: returning to checkout, responding to an offer, engaging with a survey, or revisiting products they’ve already shown interest in.
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Every message is mapped back to your broader retention strategy, ensuring SMS supports conversion and loyalty without overwhelming your audience or duplicating email.

Grow your SMS list with intention

We design opt-in experiences that feel natural within the customer journey, whether that’s during checkout, through targeted pop-ups, or via interactive prompts tied to real intent.
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Using tools like Klaviyo, Justuno, we tailor opt-in strategies based on customer behaviour and preferences, including identifying when SMS is someone’s preferred channel over email.

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We also leverage two-way messaging and keyword replies to gather insights, segment audiences more effectively, and guide customers toward their next meaningful action.

Two-way SMS that deepens customer understanding

SMS is one of the most direct ways to understand customer intent, not just prompt action.
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We use two-way messaging to learn how customers are thinking in real time, reduce friction in their journey, and create more relevant follow-up across channels. That might mean helping someone find the right product, understanding why they haven’t converted yet, or capturing insights that improve segmentation and personalisation over time.

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Those learnings don’t live in a silo. They feed directly into your broader retention strategy, shaping how email, SMS, and on-site experiences work together as customer behaviour evolves.

What working with Growth Gurus for SMS looks like

We approach SMS the same way we approach email and lifecycle marketing, as part of a considered retention system, not a standalone channel.
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SMS is planned alongside email journeys, customer behaviour, and channel preferences, with a clear role at each stage of the customer lifecycle. We focus on when SMS genuinely adds value, how it supports the next step, and how it works in balance with other touchpoints.

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As performance data comes in, we test, refine, and adjust. Formats, timing, and messaging evolve based on real behaviour, not assumptions or volume targets. The result is an SMS program that feels intentional, well-timed, and aligned with how your brand actually communicates.