How to Send SMS to Your Customers

Speed is everything for lean teams. This guide answers how to send SMS and email automatically with Klaviyo — step by step and without jargon. Think of segments as simple groups of people who behave similarly (for example, people who keep viewing a product). Think of flows as short, automated scripts that start when something happens (joined your list, added to basket, placed an order) and then send the right email or SMS. We’ll set up the basics from consent to first three flows, then move into timing, SMS etiquette, and measurement so you can prove impact in 30–90 days.

Who gets what, and when? (make segmentation simple)

Segmentation is just answering “who” in a smart, dynamic way. In Klaviyo, people move in and out of segments automatically as their behaviour changes. Start with four practical segments:

• High-intent browsers: Looked at a product 3+ times in 7 days but didn’t buy.
• VIPs: Top 10% by lifetime value with 3+ orders.
• At-risk: No engagement for 45–90 days.
• New subscribers: Joined in the last 14 days with explicit consent for email and SMS.

Map each segment to its own flow: price-drop alerts for high-intent, early access for VIPs, win-back messages for at-risk contacts, and a welcome series for new subscribers. That’s how how to send SMS and email becomes personal without manual effort.

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What goes out, and what triggers it? (flows you actually need)

A flow is a small, automated journey triggered by an action or a date. In Klaviyo, a flow can include emails, SMS, delays, and if/else splits. In your first 30 days, ship these three:

1. Welcome flow — Trigger: “Subscribed to list”.
   • Email 1: Deliver the promise (discount/guide/welcome).
   • Email 2: Why people choose you + quick social proof.
   • Email 3: Gentle nudge to explore or buy.
   • SMS (optional): Short reminder for people who opted into SMS and show high intent.
2. Abandoned cart flow — Trigger: “Added to basket/Checkout started, no purchase”.
   • Email 1: Basket summary + clear answers to common blockers.
   • Email 2: Proof (reviews/UGC) + clear CTA.
   • SMS: Time-sensitive reminder (shipping cut-off, limited stock), only to SMS-consented users.
3. Post-purchase flow — Trigger: “Placed order”.
   • Email 1: How to get value fast (setup/care/fit tips).
   • Email 2: Review/UGC request + related product suggestions.
   • Email 3: Maintenance reminder or accessories cross-sell.
   • SMS: Transactional style updates like “shipped/delivered” where appropriate.

Simple rule: One message, one CTA per touch. Run a small A/B test every two weeks (subject line, hero, incentive). That keeps your how to send SMS and email system improving without bloat.

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How to use SMS without annoying customers

SMS is brilliant for short, time-sensitive nudges — as long as consent and respect come first. In Europe/UK you need explicit, separate SMS consent. Add two tick boxes on forms (one for email, one for SMS), and store source + timestamp on the profile in Klaviyo.

Use this pattern inside flows:

• Start with email.
• Escalate to SMS only for high-intent segments.
• Respect quiet hours and set frequency caps.
• Keep SMS copy short, useful, and clearly branded.

This keeps how to send SMS and email both compliant and customer-friendly.

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Your 30–60–90 day action plan

Days 1–30 — Build & connect

• Connect your store/CRM, onsite tracking, and consent capture to Klaviyo.
• Create the four core segments: VIP, high-intent, at-risk, new subscribers.
• Launch welcome, abandoned cart, and post-purchase flows.
• Configure SMS frequency caps and quiet hours; exclude recent purchasers from promos.

Days 31–60 — Prove & refine

• Add browse-abandonment and price-drop flows (email + SMS).
• Switch replenishment and win-back to EDNO/churn-risk triggers.
• Test two personalisation elements per flow (product blocks, incentive) per segment.
• Add a “no-discount” segment to protect margin.

Days 61–90 — Scale & automate

• Launch VIP/loyalty flows with tiered perks.
• Enrich segments with zero-party data (quiz, preference centre).
• Pair campaigns with a gentle SMS reminder to non-openers; measure incremental lift.
• Build an exec dashboard: RPR, placed-order rate, flow vs campaign mix, SMS opt-in growth.

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Prefer done-for-you? Bulbul Klaviyo Kit

If you’d rather have experts implement how to send SMS and email end-to-end, we handle setup and ongoing optimisation for you. Full details here: https://bulbulagency.com/solutions/klaviyo-kit/

What we deliver

• Rapid setup & data plumbing: Store, forms, payment events, and consent wired into Klaviyo profiles (GDPR/PECR-ready).
• Segmentation architecture: VIP, high-intent, at-risk, new subscribers; aligned to campaigns and flows.
• The essential eight flows: Welcome, browse, cart, post-purchase, replenishment, win-back, price-drop, VIP (email + SMS).
• Template library: Mobile-first emails, dynamic product blocks, clear SMS copy.
• Measurement & decisions: RPR, placed-order rate, hold-outs; executive dashboard.
• Always-on optimisation: Weekly experiments and roll-outs, frequency and incentive governance.

FAQs

We’re brand new — what should we do in week one?
Collect consented data, create the four core segments, and launch the three core flows. That backbone is enough to start how to send SMS and email at scale.

How should we handle discounts?
Tier them: none for VIPs, modest for high-intent browsers, strongest only in win-back — ideally triggered by EDNO/churn risk rather than time alone.

When should we add SMS?
Once email deliverability is healthy. Add brief, time-sensitive SMS steps for high-intent segments inside existing flows.

What should we look at daily?
Flow-level RPR, placed-order rate, and SMS opt-in growth. Review incremental-lift hold-outs weekly.

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