Made In, a DTC kitchenware company that makes professional-quality kitchenware without the traditional markups, leverages their SMS program to deliver high-touch customer service.
Made In delivers immediate value by giving new subscribers a free recipe e-book when they sign up for texts. The book features branded illustrations, brand value props, and inspiration for a variety of recipes. The last page in the book features all of the products used in the article and a link to shop the full collection, which is strategically hyperlinked from the PDF.
A week after the ebook is sent, a customer service agent reaches out to subscribers asking if they have any questions. Upon asking their customer service rep, Dakota, about the non-stick pan we were considering, she immediately answered the questions we had about how to clean the pan.
The next day, Made In sent a segmented text with the information they learned from the previous conversation. This included an incentive to purchase for the non-stick pan we asked about with a discount code.
For their marketing texts, Made In either promotes a product and a complimentary recipe, or a product and usage tips from their community of chefs.