Turn buyers into loyalists.
Dwell helps retail and e-commerce brands build a loyal VIP SMS list, automate post-purchase sequences, and win back lapsed buyers — all from a single platform.
The Problem
What retail brands are dealing with today.
One-and-Done Buyers
Customers purchase once, get a receipt email, and never hear from you again.
Low Email Open Rates
Your promotional emails are competing with hundreds of others. Most go unread.
No Loyalty System
You know your top customers by feel, but have no structured way to reward or retain them.
The Contrast
The Broken Status Quo vs. The Dwell Way
Generic transactional receipt email — then silence for months
Automated 3-touch SMS sequence: care tips → new arrivals → loyalty offer
Email blast with 15% open rate, 2% click-through
SMS broadcast with 98% read rate, personal tone, direct reply
Email signup form — slow, low conversion, rarely checked
Keyword opt-in: "Text VIP to [number]" — instant, frictionless, fun
Paper loyalty card punched at register — lost immediately
NFC tap or QR at checkout creates contact and enrolls instantly
Batch email 6 months later — irrelevant, impersonal
Automated lapsed buyer path with a personalized discount offer
Open rates in Mailchimp, sales in Shopify — never connected
Unified dashboard: SMS engagement alongside email campaign data
Capabilities
Built for brands that take retention seriously.
VIP Keyword Opt-In
- Text VIP, DROPS, or SALE to get on the list
- Immediate welcome message with first exclusive
- Auto-enrolls in VIP nurture sequence
Post-Purchase Automation
- Day 1: care tips and product how-to link
- Day 14: new arrivals and restock alert
- Day 30: loyalty offer for next purchase
SMS Broadcasts
- 98% read rate vs. 15% for email
- Segment by purchase history or interest group
- Two-way — customers can reply directly
In-Store NFC Capture
- Tap at checkout, fitting room, or bag insert
- Instant contact created — no paper form
- Auto-enrolls in loyalty path immediately
Lapsed Buyer Win-Back
- Auto-triggers at 90 days since last purchase
- Personalized offer with first name and purchase history context
- "Last chance" follow-up at day 97 if no reply
Unified Commerce Analytics
- SMS broadcast performance at a glance
- Contact growth by source: keyword vs. NFC vs. web
- Email and SMS engagement side-by-side
The Workflow
From first keyword to loyal repeat buyer — automated.
Customer texts the keyword
"Text DROPS to [number] for early access" in Instagram bio. Instant welcome + first exclusive in under 10 seconds.
VIP path begins
Three-week sequence: brand story, first drop alert, exclusive 15% offer. Fully automated, personal tone.
Customer purchases
Post-purchase path fires. Care tips on day 1. New arrivals on day 14. Loyalty offer on day 30. Zero manual work.
90 days without purchase
Lapsed buyer path auto-starts: "We miss you — here's 15% off, no expiry." One message. One click. Re-engaged.
The Contact Journey in Action
Jordan Becomes a VIP
Follow Jordan's complete journey through Dwell — from the first text to long-term engagement. Every step is real, every feature is live on the platform today.
Texted DROPS. In the List Before the Reel Ended.
Jordan saw a boutique sneaker shop's Instagram reel and texted DROPS for early drop access. Dwell fired back instantly: "You're in! 🔥 First drop alert coming Friday." Jordan's contact was created. Source: SMS Keyword. The reel was still playing.
Digital + In-Store — One Connected Record
Two weeks later Jordan walked into the store. The associate tapped an NFC card on Jordan's phone: "This links your in-store visits to your profile." Jordan tapped. The digital opt-in and the in-person visit were now one connected contact record.
Care Tips on Day 3. VIP Offer on Day 30.
Jordan bought a pair. Day 3: care tips for that exact shoe. Day 30: "Jordan, you've been rocking those for a month 👟 We just got the colorway you almost asked about. Want first look?" Jordan replied YES — to a real text thread already warmed up.
90 Days Quiet. One Text. Back in the Store.
Jordan went quiet for 90 days. Dwell auto-flagged the inactivity and fired: "Jordan — we haven't seen you in a bit. Here's something just for you: 15% off your next pair, this week only." Jordan used it. Back in the store. Back in the conversation.
Every Promise Visible. Every Shift Covered.
Three associates had conversations with Jordan across different shifts. Every promise — "I'll set one aside for you" — was visible in the Contact Journey. When Jordan came in on a different day, the floor associate greeted them by name with full context.
Texted DROPS. In the List Before the Reel Ended.
Jordan saw a boutique sneaker shop's Instagram reel and texted DROPS for early drop access. Dwell fired back instantly: "You're in! 🔥 First drop alert coming Friday." Jordan's contact was created. Source: SMS Keyword. The reel was still playing.
Keyword Opt-In · Instant Welcome SMSDigital + In-Store — One Connected Record
Two weeks later Jordan walked into the store. The associate tapped an NFC card on Jordan's phone: "This links your in-store visits to your profile." Jordan tapped. The digital opt-in and the in-person visit were now one connected contact record.
NFC Tap · Unified Contact ProfileCare Tips on Day 3. VIP Offer on Day 30.
Jordan bought a pair. Day 3: care tips for that exact shoe. Day 30: "Jordan, you've been rocking those for a month 👟 We just got the colorway you almost asked about. Want first look?" Jordan replied YES — to a real text thread already warmed up.
Post-Purchase Path · Personalized SMS90 Days Quiet. One Text. Back in the Store.
Jordan went quiet for 90 days. Dwell auto-flagged the inactivity and fired: "Jordan — we haven't seen you in a bit. Here's something just for you: 15% off your next pair, this week only." Jordan used it. Back in the store. Back in the conversation.
Lapsed Buyer Path · Win-Back AutomationEvery Promise Visible. Every Shift Covered.
Three associates had conversations with Jordan across different shifts. Every promise — "I'll set one aside for you" — was visible in the Contact Journey. When Jordan came in on a different day, the floor associate greeted them by name with full context.
Contact Journey · Staff Assignment“Our VIP list grew to 800 people in 6 weeks. SMS gets a 40% reply rate on our drops. Email never came close.”
Founder, Independent Apparel Brand
Build a list that actually buys.
Every brand has a list. The ones winning use SMS. Dwell makes it easy to build, automate, and monetize yours.