Overview
SMS delivery allows you to invite existing customers to install your loyalty card by sending personalised text messages with unique installation links. This is an effective way to quickly convert your existing customer database into active loyalty program members without requiring in-person visits or manual enrollment.
Tip: Personalised SMS links convert significantly better than generic links because customer data is pre-populated, balances can be pre-loaded, and installation takes just one tap with no manual data entry required.
What you can do:
Send personalised SMS messages to your customer database
Include unique installation links for each customer
Reach customers directly on their mobile devices
Convert existing customers to loyalty members at scale
Track delivery and installation rates
Combine SMS with email campaigns for maximum reach
Before You Begin
Requirements:
Existing customer database with phone numbers
Customers added to your Perkstar system
Loyalty cards issued to customers (generates individual links)
SMS credits or messaging service configured in your account
Customer consent for SMS marketing (legal requirement)
Warning: You must add customers to your system and issue their loyalty cards BEFORE sending SMS messages. This process generates the unique installation links that will be included in each message.
Understanding Personalized SMS Delivery
Why Personalized Links Matter
Individual installation links:
Each customer receives their own unique link
Links are tied to pre-issued loyalty cards
Customer data is pre-populated when they install
Balances, points, or stamps can be pre-loaded
Reduces friction—customer doesn't enter information manually
Versus generic links:
Generic links require customers to complete full signup
No pre-loaded data or balances
More steps = lower conversion rates
Personalised links convert better
How the Process Works
Step 1: Customer database exists
You have phone numbers for existing customers
Ideally includes names and other relevant data
Step 2: Add customers to Perkstar
Import customer data into the system
Create customer profiles with contact information
Step 3: Issue loyalty cards
Assign cards to each customer profile
System generates unique installation link per customer
Optionally pre-load points, stamps, or balances
Step 4: Send SMS campaign
Create message with personalized link variable
System automatically inserts each customer's unique link
Messages deliver to mobile devices
Step 5: Customers install cards
Customer receives SMS with their personal link
Tap link to install card directly to mobile wallet
Pre-filled information reduces installation time
Preparing Your Customer Database
Adding Customers to the System
Before sending SMS, customers must be in your Perkstar system:
Import methods:
Bulk CSV import (see customer import guide)
Manual entry one-by-one
API integration (advanced)
Point-of-sale system integration
Required information:
Phone number (essential for SMS)
Name (recommended for personalization)
Email (optional, for multi-channel campaigns)
Any other relevant customer data
Issuing Loyalty Cards
After customers are added, issue cards to generate installation links:
Automatic issuance:
Some systems automatically issue cards upon customer creation
Check your loyalty card settings
Manual issuance:
Issue cards through customer profiles
Batch issue to multiple customers
Select specific customers for targeted campaigns
Pre-loading balances:
Add welcome points or stamps
Migrate existing balances from legacy programs
Offer sign-up bonuses to encourage installation
Note: Each customer profile now has a unique installation link ready to send via SMS. These links are tied specifically to that customer's pre-issued card.
Creating SMS Campaigns
Accessing SMS Functionality
The SMS delivery feature is part of your messaging tools:
Navigation:
Refer to your mailing/campaign section
Look for SMS or messaging options
Select SMS campaign type
Info: For detailed instructions on creating and sending campaigns, see the "How to create and send a mailing" guide in your Perkstar help center.
Crafting Effective SMS Messages
Keep it concise:
SMS has character limits (typically 160 characters per segment)
Get to the point quickly
Use abbreviations sparingly (maintain professionalism)
Include key elements:
Personalized greeting (customer's name if possible)
Clear value proposition
Call-to-action
Unique installation link
Sender identification
Example message structure:
Hi [Name]! Welcome to [Business Name] Rewards. Tap here to add your card & start earning: [unique_link]
Longer version (if character limit allows):
Hi [Name]! 🎁 You're invited to join [Business Name] Loyalty Program. We've already added 50 welcome points to your card! Install now: [unique_link] Questions? Reply HELP Opt-out: Reply STOP
Personalization Variables
Use merge tags to automatically insert customer-specific information:
Common variables:
[Name]or[FirstName]- Customer's name[unique_link]or[installation_link]- Personal card link[Points]or[Balance]- Pre-loaded balance[BusinessName]- Your business name
Note: Check your platform's documentation for exact variable syntax, as it may vary slightly depending on your Perkstar configuration.
Best Practices for SMS Delivery
Legal Compliance
Obtain consent:
Warning: Customers must opt-in to receive SMS marketing. Document consent (checkbox at signup, verbal agreement recorded) and comply with TCPA (US), GDPR (EU), and local regulations. SMS has stricter requirements than email.
Include opt-out information:
Every message must have opt-out instructions
Standard: "Reply STOP to unsubscribe"
Process opt-outs immediately (within minutes)
Maintain do-not-contact list
Sender identification:
Clearly identify your business
Use consistent sender name/number
Customers should recognize who's texting them
Timing and Frequency
Best times to send:
Business hours: 10 AM - 8 PM in recipient's timezone
Avoid early morning (before 9 AM) or late night (after 9 PM)
Tuesday-Thursday often see higher engagement
Avoid Sundays in many cultures
Frequency limits:
One SMS for card installation is usually sufficient
Follow-up reminder after 3-7 days if not installed
Maximum 2-3 SMS per month for ongoing campaigns
Over-messaging leads to unsubscribes and complaints
Message Content
Clear and compelling:
Lead with benefit: "Get 50 free points"
Create urgency: "Activate within 48 hours"
Keep language simple and direct
Professional but friendly tone
Mobile-optimized links:
Use link shorteners for cleaner appearance
Ensure links work on all mobile devices
Test before sending to full list
Call-to-action:
Make action clear: "Tap to install"
Single, obvious next step
Create sense of ease: "Install in 10 seconds"
Sending the Campaign
Pre-Send Checklist
Before clicking send:
Test message:
Send test SMS to yourself
Verify personalization variables populate correctly
Click the link to ensure it works
Check character count and segments
Segment verification:
Confirm you're sending to correct customer list
Exclude customers who already installed
Filter by relevant criteria (location, purchase history, etc.)
Compliance check:
All recipients have opted in
Opt-out instructions included
Sender identification clear
Timing appropriate
Content review:
Spelling and grammar correct
Brand voice consistent
Link shortener working
Personalization variables accurate
Launching the Campaign
Follow your platform's specific process for sending:
Batch sending:
System sends to multiple recipients automatically
May stagger delivery to avoid overwhelming response
Track delivery and engagement in real-time
Scheduled sending:
Schedule for optimal delivery time
Set timezone-appropriate delivery
Plan around business capacity (if expecting calls/questions)
Tracking and Measuring Success
Key Metrics
Delivery rate:
Percentage of messages successfully delivered
Failed deliveries indicate wrong numbers or blocked recipients
Target: 95%+ delivery rate
Click-through rate:
Percentage who clicked the installation link
Indicates message effectiveness
Typical range: 10-25% for SMS
Installation rate:
Percentage who completed card installation after clicking
Conversion from click to installed card
Target: 60-80% of clickers
Opt-out rate:
Percentage who unsubscribed
High rate indicates messaging issues
Acceptable: <1% per campaign
Optimization Based on Results
Low delivery rate:
Clean customer database (remove invalid numbers)
Verify SMS service provider settings
Check for blocked or deactivated numbers
Low click-through rate:
Strengthen value proposition
Test different messaging
Add urgency or incentive
Improve personalization
Low installation rate:
Simplify installation process
Ensure link works on all devices
Test user experience
Consider adding video tutorial
High opt-out rate:
Review message tone (too pushy?)
Reduce sending frequency
Improve targeting (relevance)
Reassess consent quality
Follow-Up Strategy
For Customers Who Don't Install
Gentle reminder (3-7 days later):
Hi [Name], Haven't had a chance to activate your [Business Name] loyalty card yet? Your 50 welcome points are waiting: [unique_link]
Multi-channel approach:
Follow up SMS with email
Mention in-store during next visit
Staff can help with installation
Know when to stop:
Maximum 1-2 reminders
Respect disinterest
Offer alternative enrollment methods
For Customers Who Do Install
Welcome message:
Thank them for joining
Explain how to use the card
Highlight first reward or benefit
Encourage first redemption
Engagement sequence:
Regular updates about rewards
Exclusive member offers
Points expiration reminders (if applicable)
Birthday or anniversary bonuses
Combining SMS with Other Channels
Multi-Channel Campaign Strategy
SMS + Email:
Send both simultaneously for maximum reach
Some customers prefer email, others SMS
Consistent messaging across channels
Track which channel drives more installations
SMS + In-Store:
Send SMS before customer visits
Staff mention loyalty program during visit
Reinforce message across touchpoints
Show QR code in-store for easy scanning
SMS + Social Media:
Announce SMS campaign on social platforms
Encourage followers to opt-in for SMS
Create excitement around launch
Build anticipation
Timing Coordination
Launch sequence example:
Day 1: Send SMS to existing customers
Day 2: Follow with email to same list
Day 3-7: Social media posts about loyalty program
Day 7: In-store promotion begins
Day 10: SMS reminder to non-installers
Troubleshooting
Messages Not Delivering
Problem: SMS campaigns show low delivery rates
Solutions:
Verify phone numbers are formatted correctly (include country code)
Check SMS credits/balance in account
Ensure customers' phone numbers are active
Remove landline numbers (SMS doesn't work on landlines)
Contact SMS provider for technical issues
Links Not Working
Problem: Customers report broken links in SMS
Solutions:
Test links before sending full campaign
Ensure link wasn't truncated in message
Verify loyalty cards were issued before SMS sent
Check if links expired (shouldn't happen, but verify settings)
Try link shortener for cleaner appearance
Low Response Rate
Problem: Few customers clicking or installing
Solutions:
Improve message clarity and value proposition
Add incentive (bonus points for quick installation)
Send at different time of day
Test different message copy
Ensure sender name is recognizable
High Opt-Out Rate
Problem: Many customers unsubscribing after SMS
Solutions:
Review consent quality (were they truly opt-in?)
Assess message tone (too aggressive or salesy?)
Reduce frequency if sending multiple campaigns
Ensure customers understand what they signed up for
Improve message relevance and value
Frequently Asked Questions
Q: Do I need special permission to send SMS to customers?
Yes, SMS marketing requires explicit opt-in consent. Customers must agree to receive text messages from you. This is more strictly regulated than email. Document consent and include opt-out instructions in every message.
Q: Can I send SMS to customers I added manually to the system?
Only if those customers have given you permission to send them SMS. Simply having their phone number doesn't constitute consent. Ensure proper opt-in before sending.
Q: How do I know if customers received my SMS?
Your SMS campaign dashboard should show delivery status. Successfully delivered messages show as "delivered," while failed attempts show as "undelivered" or "failed."
Q: What if a customer says they didn't receive the SMS?
Check delivery status in your campaign report. Verify their phone number is correct. They may have network issues, a full inbox, or their carrier blocked the message. Offer alternative enrollment (email or in-store).
Q: Can I send the same message to all customers?
Yes, but personalization improves results significantly. Use merge tags to insert names and unique links. Generic mass messages feel impersonal and convert worse.
Q: How long do the installation links last?
Installation links typically don't expire as long as the loyalty card remains active in your system. However, check your specific platform settings for any expiration policies.
Q: What if customers have already installed their cards?
Segment your list to exclude customers who already have cards installed. Your system should allow filtering by installation status to avoid redundant messages.
Q: Can I schedule SMS to send later?
Most platforms allow scheduled sending. This lets you set optimal delivery times and plan campaigns in advance.
Q: How much does SMS delivery cost?
Costs vary by platform and volume. SMS is typically more expensive than email (charged per message). Check your Perkstar plan for SMS credits or pricing details.
Q: Should I send SMS or email first?
Both simultaneously for maximum reach, or SMS first if you must choose. SMS has higher open rates (98% vs. 20% for email) but is more expensive. Test to see what works for your audience.
Q: Can customers reply to the SMS?
Depends on your SMS service. Two-way SMS allows replies, while one-way only sends. If using two-way, monitor and respond to questions. Always process STOP requests immediately.
Q: What happens if a customer clicks the link multiple times?
Nothing harmful. The link shows the same installation option each time. Once installed, additional clicks just display the already-installed card.
Tip: For best results, combine SMS delivery with email campaigns and in-store promotion. Multi-channel approaches significantly increase card installation rates and ensure you reach customers through their preferred communication method.