Read on Twitter
We launched SMS for @wearekinfield today and... holy sh*t why didn't we do this sooner. 
Here's how we launched + some observations so far:
Here's how we launched + some observations so far:
I didn't want to launch SMS "just to launch it," but only if it felt like a helpful addition to the conversations we're already having with our community.
Kept saying, "we'll know when to launch."
Kept saying, "we'll know when to launch."
Separately, we've been having an internal debate about packaging for an upcoming product. It's a solid balm—do we go with a plastic stick (more durable 
) or a paper tube (more sustainable 
)?
) or a paper tube (more sustainable )?
Enter: customer feedback. We have a loyal crew of Field Testers who try out all products, but it's a small group. Would ask on IG, but our engagement has been mixed lately, and the convo is often 1-sided.
...
! SMS.
...
! SMS.
I immediately loved (love! present tense!) the idea of launching SMS by asking a question. It's a far more intimate channel than email or social, and deserves to be respected as such—much better for 1:1 conversations.
We launched SMS today with a Paper vs Plastic campaign, sent out via email and IG. Pretty simple—just asks our community to weigh in via texting PAPER or PLASTIC to 72599. A vote will get a prompt back asking why that choice.
Guys. The RESPONSES. 
Had to issue an SOS to our team Slack to call for help with managing the influx of texts, and have been blown away (yet again) by how wonderful our customers are. So many thoughtful replies!
Had to issue an SOS to our team Slack to call for help with managing the influx of texts, and have been blown away (yet again) by how wonderful our customers are. So many thoughtful replies!
It's fascinating to see what kinds of questions and concerns they have. The feedback will make it easier when we build the landing page + marketing for this product—can be sure that we're addressing concerns + highlighting the right benefits.
Plus, I know exactly who we'll be messaging first when we release this new product. (... and will be sure to have extra hands on deck to manage the replies!)
I'm excited about the future of SMS, and what it means for conversations with our community. And in a time where app algorithms otherwise dictate what messages get seen... it's pretty empowering to be back in the driver's seat.
And because the response surprised me... how do you think our customers voted?
Lastly—if you have any SMS tips, send them my way! Oh, and don't forget to vote for PAPER vs PLASTIC to 72599. 
+ shoutout to our SMS partner, @PostscriptIO !
+ shoutout to our SMS partner, @PostscriptIO !
