Emails remain powerful, but inboxes in 2025 are more cluttered than ever. Customers are bombarded with promotions, abandoned cart reminders, and newsletters. Getting your message seen is half the battle. That’s where SMS marketing stands out. It cuts through the noise, delivers instant visibility, and drives quick action when used effectively.
But here’s the reality: SMS is not a spam cannon. It’s a relationship tool. Used carelessly, it irritates customers. Used strategically, it can boost revenue, strengthen loyalty, and turn casual browsers into returning buyers. With Klaviyo’s built-in SMS tools, Shopify brands can now create smart, coordinated flows that combine email and SMS for the ultimate customer experience.
Let’s explore exactly when to use SMS, why it works so well, and how to use it responsibly and effectively within Klaviyo.
When to Use SMS in Klaviyo Campaigns?
There are specific points in the customer journey where a well-timed text message performs far better than email. These moments are high-intent, time-sensitive, or emotionally driven. Here’s how to use SMS at the right time for maximum results in Klaviyo.
Time-Sensitive Offers
If you’re running a flash sale, limited-time promo, or short-term product drop, SMS is your best bet. Unlike email, which can sit unopened for hours (or days), a text grabs attention immediately. A customer is far more likely to act on a sale that ends in a few hours if they see it pop up on their phone, rather than being buried in a crowded inbox.
The copy should be short and direct, such as: “ 24-hour flash sale. 25% off sitewide. Ends at midnight. Tap to shop: [link].”
Cart and Browse Abandonment (When Email Doesn’t Get a Response)
Cart abandonment emails are standard, but not everyone opens them. If a subscriber browses or adds an item to their cart but doesn’t return and doesn’t open your emails, you can use SMS as a follow-up. This ensures that you don’t lose someone who has shown strong buying intent.
A simple message like “Hey [Name], left something in your cart? It’s still waiting for you! [link]” often performs better than a second email.
Order Confirmations and Shipping Updates
Customers want to feel confident after making a purchase. SMS can deliver real-time updates that ease any post-purchase anxiety. Sending order confirmations or shipping notifications via text reassures buyers and reduces the number of support tickets.
For example, a message like “Thanks for your order! You’ll get another message once it ships. Track your order here: [link]” is a customer-pleaser that feels helpful, not promotional.
Back-in-Stock Alerts
When a high-demand product is restocked, you want to notify interested customers promptly so they can purchase it before it sells out again. Email works, but SMS is better for speed. Customers often act within minutes if they get the alert on their phone. That urgency turns into instant revenue.
A back-in-stock message might read: “ Good news! [Product Name] is back. Limited quantity available. Grab it here: [link].”
Loyalty and VIP Product Drops
Your best customers deserve early access. SMS is the perfect way to roll out exclusive drops or perks. It feels personal, fast, and special, everything a VIP experience should be. Instead of relying solely on email, which they may miss, a quick message like “Your VIP reward is live. Early access starts now: [link]” creates a sense of inclusion and appreciation.
Why SMS Works So Well in eCommerce?
SMS performs incredibly well due to its direct and immediate nature. Over 90% of texts are opened, and most are read within three minutes of being received. Compare that to emails, which may sit unopened for hours, and you see the difference.
Click-through rates for SMS campaigns often outperform email by four to ten times. In a fast-moving eCommerce world, that kind of performance is too good to ignore.
Text messages live on your customer’s lock screen. There’s no subject line to scroll past, no spam folder to get caught in. You either grab attention or you don’t. That’s why short, relevant texts are so powerful.
But with great power comes responsibility. You can’t text everyone at any time and expect to succeed. SMS must be used respectfully and intentionally; otherwise, your audience will unsubscribe or, worse, report you.
How to Use SMS in Klaviyo Without Annoying Your Customers?
Get Clear Opt-In and Stay Compliant
SMS is regulated. In the U.S., you must follow TCPA rules. That means:
- No pre-checked boxes
- No sharing numbers with third parties
- Always include opt-out instructions
Utilize Klaviyo’s built-in consent tools to make your sign-up forms crystal clear. A compliant list is a healthy list.
Keep Your Copy Short and Snappy
People don’t read long texts. Use plain language. Say what’s happening and what to do next. Cut the fluff.
Good example:
“Final hours: Buy 1, Get 1 Free. Ends at midnight. Tap here: [link]”
Avoid emojis unless they truly match your tone. They’re great for lifestyle and beauty brands. Maybe not ideal for serious or B2B products.
Test Timing: Afternoons and Evenings Often Win
People are more likely to engage with texts when they’re not in meetings or swamped with tasks. That’s why many brands achieve better results after lunch or in the early evening.
Start testing messages between 2 p.m. and 7 p.m. (recipient’s local time). Avoid early mornings and late nights unless the situation is truly urgent.
Coordinate SMS + Email, Don’t Duplicate
Sending the same message via SMS and email? That’s a fast way to irritate your subscribers.
Klaviyo enables you to integrate SMS into your existing workflows seamlessly. For example:
- Send a browse abandonment email first
- Wait a few hours
- If unopened, follow up with a personalized SMS
This way, your messaging feels layered and thoughtful, not repetitive.
SMS + Email in Klaviyo: The Winning Combo
The magic of Klaviyo is in its omnichannel coordination. You don’t have to pick between SMS and email. You can build flows that blend both, using each one where it works best.
A sample flow might look like this:
- Day 0: Welcome email
- Day 1: Email + SMS reminder with offer
- Day 3: Email with brand story
- Day 5: SMS exclusive for first-time buyers
This lets you stay top-of-mind without overwhelming your audience.
SMS + Email in Klaviyo: A Smarter, Integrated Strategy
The real beauty of Klaviyo is how seamlessly SMS and email work together. You don’t have to choose one over the other. You can create flows where each channel complements the other.
For example, your welcome flow could start with an email introducing the brand. A day later, if the user hasn’t engaged, you send a text offering a special discount for first-time buyers. Alternatively, after a product is delivered, you can send an email requesting a review and follow up with an SMS reminder the next day.
This kind of coordination makes your messaging feel natural and personalized. You stay top-of-mind without overwhelming your audience.
Use SMS Marketing in Klaviyo the Right Way in 2025
SMS isn’t just another tool; it’s a game-changer when used correctly. In 2025, attention is your most valuable currency. Text messages give you direct access to your customers at the moment they’re most likely to act.
But SMS only works when you respect your audience. Get permission. Send messages that matter. Use smart timing and coordination. And let Klaviyo do the heavy lifting by blending SMS and email into one intelligent, automated system.
When you use SMS with purpose, you’ll drive more revenue, earn customer trust, and build a brand people genuinely want to hear from.
FAQs: SMS Marketing in Klaviyo
Is SMS marketing legal worldwide?
No. Regulations vary by country. In the U.S., you must follow TCPA guidelines. In Europe, SMS falls under GDPR, and in Canada, CASL applies. Always check local laws before sending.
Can I add SMS to existing Klaviyo email flows?
Yes, Klaviyo allows you to add SMS messages right into your email automations. You can trigger texts based on behavior, timing, or lack of engagement with email.
How often should I send SMS campaigns?
Start with two to four messages per month. Scale up during promotions, but avoid over-sending. Always monitor engagement and opt-out rates.
What’s the best way to collect phone numbers for SMS?
Use pop-ups, embedded forms, and checkout fields. Always explain what kind of messages users will receive and how often they’ll hear from you.
Does Klaviyo charge for SMS separately?
Yes. SMS pricing is based on volume and the country of use. Klaviyo offers transparent pricing and usage tracking, so you stay in control of your costs.
