Why SMS Notifications on Shopify matter for Shopify Merchants

Shopify merchants manage a complex mix of inventory, fulfillment, and customer communication. Notifications are the connective tissue that keep staff and shoppers informed. While email has traditionally been the default channel for order updates, short message service (SMS) notifications offer advantages that email simply can’t match. This blog explores why SMS notifications are a strategic tool for Shopify merchants — and how Bird Pickup & Delivery is preparing to make them part of your workflow soon.

Order Management Demands Timely Staff Alerts

Efficient operations depend on staff receiving accurate order information. Internal teams need order notifications containing the customer’s selected date, time, and delivery method to manage fulfillment smoothly. In the Bird Pickup & Delivery app, staff email notifications are configured so that the delivery date, time, and pickup/delivery method appear automatically. These details help teams prepare orders, schedule pickups, and ensure nothing slips through the cracks.

Email notifications are effective for desktop-based workflows, but during peak periods, staff may not check their inbox often. SMS notifications solve this challenge. Text messages are delivered directly to mobile phones and are typically read within minutes, ensuring warehouse teams or store associates receive updates instantly. This immediacy allows them to begin preparing orders as soon as they are placed or whenever pickup times change.

Key takeaway: if your fulfillment process relies on speed and visibility, SMS notifications complement email by delivering critical details to staff wherever they are — a feature that will soon be available within Bird.

Customers Want Assurance and Instant Updates

Order confirmations and status updates reduce customer anxiety. Bird already helps merchants automatically notify customers when orders are ready for pickup, dispatched, or delivered via email. These notifications reassure shoppers that their order is being processed and tell them when to expect fulfillment.

However, customers increasingly expect immediate communication. A short text message saying, “Your order is ready for pickup!” creates instant reassurance and eliminates uncertainty. Because texts are seen almost immediately, they’re ideal for time-sensitive updates — especially for same-day pickups and local deliveries.

SMS Notifications Outperform Email on Engagement Metrics

Industry studies show that SMS consistently outperforms email in engagement and visibility:

• Open rates: SMS open rates reach up to 98 %, compared to roughly 20 % for email.

• Click-through rates: On average, SMS click-through rates hover around 19 %, versus 2.5 % for email.

• Response rates: SMS generates an average response rate of 45 %, enabling two-way communication that builds loyalty.

• Mobile-first behavior: People spend hours daily on their phones — meeting them via SMS ensures your message is seen.

For merchants, this translates into real-world benefits: customers see and act on notifications faster, improving pickup coordination, delivery timing, and satisfaction.

Considerations and Best Practices

While SMS offers clear advantages, responsible use is crucial. Merchants should follow best practices to maintain trust and comply with regulations:

1. Obtain explicit consent. Always secure written permission before sending SMS updates and provide clear opt-out options.

2. Keep messages concise. Include only essential details like order number, status, and location.

3. Use SMS for time-sensitive updates. Reserve texts for key alerts such as order confirmations, dispatch notifications, and pickup reminders.

4. Combine SMS with email. Email remains ideal for detailed receipts or longer communication, while SMS ensures instant visibility.

Conclusion

For Shopify merchants, communication is the backbone of smooth fulfillment and customer satisfaction. Email notifications remain reliable for detailed information, but SMS adds a crucial layer of immediacy — reaching staff and customers the moment it matters.

At Bird Pickup & Delivery, we recognize how powerful this combination can be. That’s why we’re excited to announce that SMS notifications are coming soon to Bird! Stay tuned for updates as we expand our notification suite to help merchants connect faster, operate smarter, and deliver exceptional service in every order.