Post-Purchase SMS Cross-Selling That Works
TL;DR:
- SMS gives you direct access to customers after they buy, perfect for suggesting related products
- Time your messages 2-3 days after purchase to avoid being pushy
- Focus on helpful recommendations rather than hard selling
- Include product links, exclusive offers, and support information
- Keep the tone casual and genuinely useful
SMS cross-selling after a purchase is one of the most effective ways to increase customer lifetime value. Your customers have just bought from you, so they're already engaged with your brand. The trick is approaching them with the right message at the right time.
Why SMS Works for Post-Sale Cross-Selling
SMS hits people's phones directly. Unlike emails that sit in inboxes, text messages get read within minutes. This makes SMS perfect for post-purchase follow-ups when customers are still thinking about their recent buy.
The personal nature of SMS also works in your favour. When someone receives a text, it feels more like a recommendation from a friend than a marketing blast. This personal touch makes customers more receptive to your suggestions.
Getting Your Timing Right
Send your cross-sell SMS 2-3 days after the original purchase. This gives customers time to receive and start using their product without feeling bombarded.
If you sell digital products or services, you can move faster. A same-day or next-day message works because customers can start using what they bought immediately.
For physical products, wait until the item has likely arrived. There's no point suggesting accessories for something that's still in transit.
What to Include in Your Messages
Product Recommendations
Suggest items that genuinely complement what they bought. If someone purchased a camera, recommend memory cards, cases, or tripods. Make the connection obvious and valuable.
Exclusive Offers
Give returning customers something special. A 10% discount on their next purchase or early access to new products makes them feel valued.
Support Information
Include links to setup guides, tutorials, or your support team. This shows you care about their experience beyond the sale.
Direct Links
Always include a link back to your store or specific product pages. Make it easy for customers to act on your recommendations without searching around your site.
Keeping the Right Tone
Your message should feel helpful, not salesy. Write like you're genuinely trying to improve their experience with your product.
Instead of: "Buy these accessories now! Limited time offer!"
Try: "Getting the most out your new camera? These accessories pair perfectly with your model: [link]"
The second approach feels like genuine advice rather than a sales pitch.
Sample Messages That Work
For a skincare purchase:
"Hi Sarah! How's the new cleanser working out? This moisturiser pairs perfectly with it and 20% of customers buy them together: [link]"
For a course purchase:
"Hope you're enjoying the marketing course! Here's the advanced version that picks up where this one leaves off: [link]"
For a software tool:
"Quick question about your new project management setup – need help integrating with your existing tools? Our setup guide covers the most popular combinations: [link]"
Measuring What Works
Track your cross-sell SMS performance by monitoring:
- Open rates (most SMS platforms provide this)
- Click-through rates to your store
- Conversion rates on recommended products
- Overall customer lifetime value
Test different timing, messaging styles, and product recommendations to see what resonates with your audience.
FAQs
How soon after purchase should I send a cross-sell SMS?
Wait 2-3 days for physical products, same day or next day for digital products. This gives customers time to engage with their purchase without feeling pressured.
What's the best way to choose which products to recommend?
Look at purchase history data to see what items customers commonly buy together. Start with obvious complementary products and expand based on what performs well.
How do I avoid sounding too pushy in my messages?
Focus on being helpful rather than selling. Frame recommendations as ways to get more value from their original purchase, not as separate sales opportunities.
Should I include pricing in the SMS?
Keep pricing light in the initial message. Mention discounts or special offers, but let customers click through to see full pricing details.
Jargon Buster
Cross-selling: Suggesting related or complementary products to customers based on what they've already purchased
Customer Lifetime Value (CLV): The total amount a customer spends with your business over their entire relationship with you
Click-through Rate: The percentage of people who click on a link in your message after receiving it
Conversion Rate: The percentage of people who complete a desired action (like making a purchase) after clicking your link
Wrap-up
Post-purchase SMS cross-selling works because it reaches customers when they're most engaged with your brand. The key is timing your messages well and focusing on genuine value rather than hard selling. Start with obvious product pairings, test different approaches, and refine based on what your customers respond to best.
Learn about QuickSMS: https://www.quicksms.com/