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Original
2026-01-01
Modified
2026-03-10
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<p>An<strong>informational SMS message</strong>is a text message that delivers essential information and updates, usually after someone has made a purchase.</p>
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<p>An<strong>informational SMS message</strong>is a text message that delivers essential information and updates, usually after someone has made a purchase.</p>
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<p>Informational SMS messages can look like:</p>
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<p>Informational SMS messages can look like:</p>
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<ul><li>Order and shipping confirmations</li>
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<ul><li>Order and shipping confirmations</li>
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<li>Order status notifications</li>
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<li>Order status notifications</li>
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<li>Appointment reminders</li>
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<li>Appointment reminders</li>
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<li>Shipping delay notifications</li>
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<li>Shipping delay notifications</li>
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<li>Critical account alerts</li>
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<li>Critical account alerts</li>
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<li>Post-purchase care instructions</li>
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<li>Post-purchase care instructions</li>
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</ul><h2>What’s the difference between an informational and promotional SMS message?</h2>
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</ul><p>The main difference between informational and<a>promotional SMS messages</a>is their intent. While informational messages are meant to keep customers updated about their order or account, promotional messages aim to persuade the recipient to take action, such as making a purchase or<a>signing up</a>for a service.</p>
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<p>The main difference between informational and<a>promotional SMS messages</a>is their intent. While informational messages are meant to keep customers updated about their order or account, promotional messages aim to persuade the recipient to take action, such as making a purchase or<a>signing up</a>for a service.</p>
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<p>For example, an order confirmation is informational, while a follow-up message offering a discount on a related product is promotional.</p>
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<p>For example, an order confirmation is informational, while a follow-up message offering a discount on a related product is promotional.</p>
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<p><strong>Note that you must always obtain separate express consent to send people promotional messages.</strong>Just because someone purchased a product and begins to receive informational messages from your brand doesn’t mean you have permission to start sending them promotional messages (that goes for email<em>and</em>SMS).</p>
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<p><strong>Note that you must always obtain separate express consent to send people promotional messages.</strong>Just because someone purchased a product and begins to receive informational messages from your brand doesn’t mean you have permission to start sending them promotional messages (that goes for email<em>and</em>SMS).</p>
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<h2>The benefits of informational SMS messages</h2>
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<h2>The benefits of informational SMS messages</h2>
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<p>At their core, informational messages keep your customers informed about what they purchased. And since communication is the foundation for exceptional customer service, the main benefits of informational SMS messages are:</p>
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<p>At their core, informational messages keep your customers informed about what they purchased. And since communication is the foundation for exceptional customer service, the main benefits of informational SMS messages are:</p>
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<ul><li><strong>Improved customer experience:</strong>Timely and relevant updates reduce buyer’s remorse, set expectations, and provide opportunities for feedback.</li>
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<ul><li><strong>Improved customer experience:</strong>Timely and relevant updates reduce buyer’s remorse, set expectations, and provide opportunities for feedback.</li>
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<li><strong>Fewer customer support inquiries:</strong>Clear information gets ahead of common questions or concerns, which can alleviate your support team.</li>
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<li><strong>Fewer customer support inquiries:</strong>Clear information gets ahead of common questions or concerns, which can alleviate your support team.</li>
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<li><strong>A stronger brand reputation:</strong>Consistent and accurate communication positions your brand as reliable and professional.</li>
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<li><strong>A stronger brand reputation:</strong>Consistent and accurate communication positions your brand as reliable and professional.</li>
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</ul><h2>How to compose informational SMS messages</h2>
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</ul><h2>How to compose informational SMS messages</h2>
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<p>A good informational message is brief, clear, and relevant. Here are some of the main ingredients of a good informational SMS message:</p>
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<p>A good informational message is brief, clear, and relevant. Here are some of the main ingredients of a good informational SMS message:</p>
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<ul><li><strong>They contain information only</strong>: Never use them to try to sell a product or service.</li>
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<ul><li><strong>They contain information only</strong>: Never use them to try to sell a product or service.</li>
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<li><strong>They set expectations</strong>: Be as specific as possible about shipping timelines and any next steps.</li>
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<li><strong>They set expectations</strong>: Be as specific as possible about shipping timelines and any next steps.</li>
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<li><strong>They include tracking links</strong>: If you’re sending a shipping notification, for example, always include a tracking link so people can check on the status of their order.</li>
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<li><strong>They include tracking links</strong>: If you’re sending a shipping notification, for example, always include a tracking link so people can check on the status of their order.</li>
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<li><strong>They include your brand name</strong>: Always include your brand name so people know the message is coming from you.</li>
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<li><strong>They include your brand name</strong>: Always include your brand name so people know the message is coming from you.</li>
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<li><strong>They can include emojis if it makes sense for your brand</strong>: If your brand has a signature emoji across social media platforms, feel free to include it-but don’t go overboard.</li>
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<li><strong>They can include emojis if it makes sense for your brand</strong>: If your brand has a signature emoji across social media platforms, feel free to include it-but don’t go overboard.</li>
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<li><strong>They can include product images</strong>: People love a visual of what they just bought. Reinforce post-purchase excitement with a product image-but don’t include anything the customer didn’t buy.</li>
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<li><strong>They can include product images</strong>: People love a visual of what they just bought. Reinforce post-purchase excitement with a product image-but don’t include anything the customer didn’t buy.</li>
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<li><strong>They use basic personalisation</strong>: Add in the customer’s name to let them know the text is specifically for them.</li>
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<li><strong>They use basic personalisation</strong>: Add in the customer’s name to let them know the text is specifically for them.</li>
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</ul><p>Here’s an example of an informational SMS message: Hey Jasmine! Your TYPE BOOKS order is out for delivery and will arrive today. Track your package at [link].</p>
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</ul><p>Here’s an example of an informational SMS message: Hey Jasmine! Your TYPE BOOKS order is out for delivery and will arrive today. Track your package at [link].</p>
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<p>Ready to create a better customer experience with informational SMS messages?<a>Sign up for Klaviyo</a>and start communicating clearly with customers today.</p>
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<p>Ready to create a better customer experience with informational SMS messages?<a>Sign up for Klaviyo</a>and start communicating clearly with customers today.</p>
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