Jimmy Kim explains why SMS cuts through noise better than email, and how to map your customer journey to avoid duplicate messages. Use SMS for urgent prompts, email for follow-up. If someone doesn't open the SMS, resend via email with a new subject line.
SMS is so powerful that you're going to get more noise out there. It's a good way to spread the net and then let email kind of carry it along. And I think the best advice that I can give people often when I talk about unified is just journey it out, like map out how you would want to get interacted. That last sale, the last chance, 100% text me because I need to know because I'm not paying attention to your emails because I wasn't looking for it.
That allows you to avoid overlapping messages, right? You don't want to bombard people with email and SMS at the same time with the same message. So if you do what he said of mapping it out, you know where each message should fall in the pecking order and then And then from there, right, you could say, okay, if they have an SMS, right, but they didn't open, go here, right? If they don't have an SMS but they didn't open the email, maybe resend the email with a new subject line, right? So if you kind of map it out and you see like what the average customer could receive, now you understand and can see and can spot. Subscribe to the pod.
