SMS suits concise, time-sensitive information, but appropriate boundaries differ by country, industry and customer stage. Confirm number sources, consent and target-market rules first.
B2B exports: reminders after exhibitions and enquiries
Send meeting confirmations, material-access links and follow-up reminders, then direct deeper conversations to WhatsApp or email. Identify the business and provide an exit mechanism.
DTC and websites: orders and member communication
Prioritise order updates, replenishment reminders and campaign notices for subscribers. Separate marketing from service notifications and control frequency.
Cross-border services: milestone reminders
Logistics, payments, supply chains and local services can remind customers about documents, deadlines and exceptions. Route complex questions to people.
Financial and sensitive industries: review first
Legal or compliance owners should confirm content, data sources and retention requirements in finance, health and other sensitive industries. Bulk outreach should not be the default.
Continue the conversation on WhatsApp
SMS serves as a reminder and entry point. On WhatsApp, salespeople can provide materials, record follow-up and arrange the next action according to stage.
