Hey it’s Chase and Jimmy here!

Most brands treat SMS like a mini version of email.

Big mistake.

Email is great for longer updates, nurturing, and slow-burn sales.

But SMS is different – it’s personal. It’s where people plan lunch, share memes, and text their friends about weekend plans.

Instead of blasting promos here, you have to talk to people.

Let’s dig into how conversational SMS works, and how you can use it to build real relationships and sell more (without being pushy!)

Inside this issue:

📲 How to master conversational SMS and boost sales without being pushy
🎥 A webinar replay from Omnisend packed with SMS best practices (+ how one brand hit 121x ROI)
🧠 The tax tool high-growth brands are finally excited to use (hint: it’s not just software)
🗞️ Quick Clips: Walmart's new "Grow with Us," Temu changes up U.S. shipping, and TikTok’s future in limbo... again

👇 Let’s get into it.

🧠 The Channel You’ve Been Told Doesn’t Matter Is Making Others Money

The channel you’ve been told doesn’t matter is driving serious results for brands using it right.

In this Omnisend webinar replay, you’ll learn why SMS is not just for discounts—and how to start using it to boost clicks, conversions, and customer loyalty.

Watch the full replay to learn:

• Why SMS is more than promos—and where it fits in your customer journey

• How to collect SMS consent (the right way) and stay compliant

• The email + SMS combo that drives urgency and repeat purchases

• Real examples of brands earning 121x ROI with simple, effective campaigns

• How to send your first SMS and add it to your automations in minutes

Watch the replay now and start texting with confidence.

💬 Conversational SMS: How to Sell More by Actually Talking to Your Customers

What Is Conversational SMS, Anyway?

Conversational SMS means creating real back-and-forth experiences with your customers.

It’s not just sending a discount code and hoping for the best. And it’s definitely not forcing people into rigid chatbot scripts where they can only type “A” or “B.”

With conversational SMS, you’re giving people options, asking questions, and tailoring the experience based on what they actually say.

Let’s look at an example.

Imagine you’re a home decor brand. Instead of texting “20% off rugs this week!” and leaving it there, you could say:

“Looking for a cozy refresh? 🏡
Reply with what you're shopping for:
1️⃣ Area Rugs
2️⃣ Throw Pillows
3️⃣ Wall Art”

When someone replies “2,” you instantly follow up:

“Love it! What colors are you thinking? 🎨 Light neutrals or bold patterns?”

Now you’re guiding the customer to the perfect product. And it feels like an actual conversation, not a sales pitch.

Why Conversational SMS Beats Broadcast Blasts

Broadcasts talk at customers, but conversations bring them closer.

Here’s what you get when you open up two-way texting:

• More sales: Quizzes and personalized product recs guide shoppers to the right products faster.

• Stronger loyalty: When people feel seen, heard, and helped, they stick around (and spend more).

• Direct connection: You’re not competing with crowded feeds or social algorithms. It’s just you and them, chatting in real time.

So, why don’t more brands lean into conversational SMS? Good question…

Why Some Brands Hold Back (And Why You Shouldn’t)

❌ “We don’t have the resources!”
Truth: Smart automations and keyword flows mean you don’t need a big team.

❌ “Compliance sounds scary.”
Reality: Many SMS marketing tools handle opt-ins and consent automatically. Easy peasy.

❌ “What if ROI isn’t there?”
Fact: Brands using conversational SMS see higher engagement and better conversions than one-way blasts.

❌ “Won’t people unsubscribe?”
Nope. If anything, personalized texts feel less spammy, which keeps opt-outs low.

4 Powerful Ways to Use Conversational SMS

1. Greet new subscribers with a fun product quiz

The second someone joins your SMS list, you have their attention.

Don’t waste it with a boring “Welcome!” message. Instead, invite them to take a short, engaging quiz to find their best product match.

Here’s an example:

“Hi [Name]! Ready to find your perfect [product]? Text QUIZ to start!”

You could ask questions like:

• “Are you shopping for yourself or a gift?”

• “Do you prefer bold colors or neutrals?”

• “How would you describe your style: comfy, chic, or sporty?”\

(Source)

This immediately makes the customer feel involved. Plus, you collect valuable data you can use to personalize future texts, emails, and ads.

💡Pro Tip: Keep your quizzes short – 3 to 5 questions max. People lose interest if it feels like homework.

2. Personalize promotions based on preferences

Generic promotions are easy to ignore. But if you base your texts on what customers have told you, your offers feel tailored – not pushy.

For example, a coffee brand might ask if customers prefer light, medium, or dark roasts. Then, it would only send offers that match their taste.

(Source)

How to set it up:

• Tag customer responses and use them to create groups or segments.

• Send future messages that match each group’s preferences.

💡Pro Tip: Always frame promotions around value, not just discounts. Think: “Your perfect morning brew is back in stock!” instead of “10% off, hurry!”

3. Boost engagement with interactive campaigns

Not every SMS needs to sell something immediately. Some of your best brand loyalty comes from just being engaging.

Here are some fun ideas for interactivity:

• VIP early access: “Text ACCESS to see our newest drop first!”

• Gift guides: “Shopping for FRIEND or FAMILY? Tell us!”

• Sneak peeks: “Want a first look? Text SNEAK!”

(Source)

This works because you’re creating a sense of exclusivity, excitement, and participation – all inside their most personal communication channel.

💡Pro Tip: Always deliver on the hype. If you tease a special offer, make sure it’s actually worth their time.

4. Serve helpful content (and save your support team)

People love brands that make their lives easier.

Instead of making them reach out to customer support, use SMS to deliver helpful info:

• “Need help with sizing? 👉 [Link]”

• “How to care for your product: [Link]”

• “Returns made easy: [Link]”

• “Enjoying your order? Text HELP for any questions!”

(Source)

Happy customers = loyal customers!

💡Pro Tip: If you can anticipate common questions, pre-load the answers into your SMS flows. Customers love instant answers.

Must-Have Features for Conversational SMS Success

If you're picking a tool (or upgrading your current setup), look for:

• Profile property storage: Save responses like “prefers vegan products” to personalize future offers.

• Smart keyword detection: Understand replies even with typos or slang. ("Yup" vs "Yes please" vs "Sure thing.")

• Automated product recs: Instantly suggest products based on quiz answers or preferences.

• Segmentation: Group customers by their responses for smarter targeting.

• Multi-step flows: Build journeys that feel natural, not spammy. Like a choose-your-own-adventure, but for shopping.

• Natural language support: Let people type freely. Instead of “Choose A, B, or C,” you say: “We’ve got burgers, pasta, and sushi. What are you craving tonight?”

• Omnichannel integration: Sync SMS with your email, mobile app, and ads. No disjointed experiences.

• Conversational analytics: Track what works (and what doesn’t) so you can optimize on the fly.

🤓 What Sales Tax Software Should Be: Simple, Smart, Done for You

Most tax platforms hand you a portal, a how-to guide, and wish you luck. But for high-growth brands juggling expansion, audits, and compliance deadlines, that’s just not enough.

Kintsugi flips the script—with a concierge-style experience powered by AI and built by engineers who’ve scaled systems at Meta.

It’s not just software—it’s a full solution.

Here’s how Kintsugi redefines compliance:

✅ Done-for-you onboarding in just 3-5 days (no extra fees, ever)
✅ Month-to-month flexibility—you only pay when you file
✅ AI-powered engine automatically adjusts to new state laws and rules
✅ Risk-shielding guarantee—Kintsugi covers all penalties if they miss a filing
✅ Built-in team visibility with live dashboards and alerts your CFO will actually use

Results you can feel:

🚀 9+ hours reclaimed per team member every month
📉 98.3% reduction in compliance errors
⏱️ 83% faster registration when entering new states
💸 $40K+ saved in penalties and missed obligations (real customer story)

“We used to spend hours tracking down exemptions, due dates, and filings across states. Now it’s 2 minutes a month. And we’re finally confident nothing is slipping through the cracks.” — Ravi Melwani, VP of Finance & Operations at Obvi

No long-term contracts. No hidden fees. No panic moments.

Just clear, accurate, modern tax compliance—finally.

🗞️ Quick Clips

• Walmart launches ‘Grow with Us’ for small businesses: Walmart is rolling out a new initiative to help small businesses get on store shelves. The “Grow with Us” program includes supplier support, mentorship, and access to Walmart’s Marketplace—making it easier for emerging brands to scale through big-box retail.

• TikTok ban... delayed again? Trump says he’s open to another delay on the TikTok ban. Why? The ban could hurt his standing with younger voters—and there’s growing pressure from creators and investors alike. Expect more headlines (and possibly legal drama) ahead of the election.

• Temu shifts strategy—no more direct shipments from China: Temu just made a huge move: it’s halting all U.S. shipments directly from China. Instead, it’ll ship from domestic warehouses to speed up delivery and avoid customs delays. That could be a win for shoppers—but it also hints at bigger regulatory pressure.

Annnnd that’s a wrap for this edition! 

Thanks for hanging with Chase and me—always a pleasure to have you here.

If you found this newsletter helpful (or even just a little fun), don’t keep it to yourself! Share ecomemailmarketer.com with your favorite DTC marketer. Let’s get them on board so they don’t miss next week’s drops.

Remember: Do shit you love.

🤘 Jimmy Kim & Chase Dimond

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