SMS for Customer Service and Support
Our SMS customer service platform improves support options for your customers. Send quick answers and seamless updates straight to their phones.
- Engage in two-way conversations with your customers
- Text-enable your current number or get a new one
- Keep customers updated with proactive updates and notifications
Trusted By Clients of All Sizes
What Is Texting for Customer Service and Support?
A growing number of businesses are using a business text message service to develop more effective service and support options for their customers and clients. Business texting is the practice of conducting text message communications, especially for customer service purposes, over a business landline. Businesses can use a text marketing service provider like SimpleTexting to configure an SMS customer service solution that lets their customers instantly get in touch with questions about an order, special requests, or inquiries about whether a product is in stock.
Unlike mass texting, which involves large-scale campaigns and abbreviated phone numbers, business texting uses regular 10-digit phone numbers and lends itself perfectly to 1-on-1 communications such as customer service and support interactions.
Why Use SMS for Customer Service?
Customers don't want long hold times, slow responses, and confusing email threads. Delight them by adding the efficiency and convenience of SMS customer service.
Happy Customers
66% of people prefer texting over phone and email. Don’t send emails that might never be seen or play phone tag. Communicate how your customers want you to.
Fast Responses
People open 90% of SMS within 3 minutes, and 45% of text messages receive a response. Your texts are quickly seen and acted upon, saving you valuable time.
Build Relationships
SMS is the best way to connect with customers on a more personal level. Texting gives you the platform to show your brand’s personality and be less formal.
Cost-Effective
The cost of a phone call is–on average–$15.50 to your business. SMS is between $1 to $5. All of those dollars and cents add up.
Attract Attention
Only 7% of businesses use SMS to communicate with customers. Stand out with a more convenient customer service offering.
No Coding Required
Unlike many SMS platforms, SimpleTexting works right out of the box so you can go from sign-up to expert in 5 minutes.
SMS Customer Service in Action
Companies of all sizes and industries use SMS to send proactive outgoing messages as well as respond to incoming queries. Here are the top ways you can incorporate SMS customer support into your business.
Use SMS To Engage Customers With Proactive Service & Support
Your customers expect your business to provide proactive customer service. From payment reminders to notifications their dry-cleaning is ready for pick-up, 90% of customers say they’re more likely to do business with a company that sends reminders.- Send payment notifications to improve cashflow
- Manage and schedule appointments to reduce no shows
- Inform and remind to get ahead of problems
Deploy Rapid Response to Customer Service Queries With SMS
Enable customers to ask questions and resolve issues via 1-on-1 conversations from our user-friendly inbox. Receive incoming SMS from numbers for free. Two-way conversations are ideal for:- Solve customer service queries quickly
- Answer pre-purchase questions to improve conversion rates
- Use SMS to take advantage of cross-sell and up-sell opportunities
Improve Customer Service Communication With Click-to-Text
With our Click-to-Text Button Generator, you can add a button to your website that instantly launches your customer’s messaging app.- Make it easy for customers to get in touch
- Pre-write the SMS and prefill your contact details
- Make the customer journey seamless
Integrate With Existing Support Tools
We allow you to connect SimpleTexting to +1,000 apps instantly. Automate repetitive workflows and increase your productivity.You can use our API or Zapier integration to connect with an existing ticketing system or your CRM.
Unleash new customer service superpowers and integrate all of your favorite platforms.
SMS for Customer Service Success Stories
Explore SimpleTexting's case studies for ideas and inspiration on how you can provide the best possible SMS customer service.
How A-1 Self Storage Uses SMS to Improve Customer Satisfaction
Learn why one of California's most highly reviewed self-storage facilities uses text messages to communicate with new and existing customers.
Read their success story
Why One of the Country’s Leading Veterinary Clinics Text-Enabled Its Number
Learn how Dr. Keith Hnilica made it easier for his clients to make appointments, request prescription refills, ask questions, receive reminders, and more.
Read their success story
How Straightaway Uses Texts to Solve the Nurse Aide Shortage Problem
Nearly 10,000 baby boomers in the United States turn 65 every day. Here's how Straightaway uses SMS to meet the growing demand for nurse aides.
Read their success story
SMS Customer Service Platform Features
With over a decades experience in business texting, you are in safe hands. Engage your customers with our intuitive SMS customer service platform.
Use Your Number
With SimpleTexting, you can text-enable long codes, just like your existing 10-digit business phone number. Yes, even if it’s a landline or VoIP number!
Share the Workload
Add multiple teammates to your account so that different employees can read and reply to customer texts. The best part? Every account comes with two free teammates.
Set an Away Message
When you’re not actively replying to messages, you can use an away message to let customers know when they can expect to hear from you.
Send and Receive Images
In customer service, show, don’t tell, can save everyone from feeling frustrated. Instead of customers describing an issue with a product, get them to send you a picture.
Save Time With Templates
Personalization is important, but don’t waste time rewriting the same SMS. Templates help you create saved replies for common inquiries, appointment reminders, order notifications, and delivery updates.
Filter and Prioritize Conversations
If you deal with a high volume of requests, you can filter conversations by time waiting or, most recent, making sure you always prioritize pressing questions and requests.
Avoid Inbox Mayhem
You can Marie Kondo your inbox by marking conversations as resolved. This hides them from your inbox until the next time the customer sends you a text message.
Stay in the Loop
Internal notes keep other employees up-to-date. Discuss questions and make suggestions behind the scenes. You can also add details other staff should know before they reply.
Schedule Texts
With scheduled texts, you can create all the essential texts in your calendar all at once. Set a specific time and date for your texts, then sit back and relax.
Free to Start, No Strings Attached
Our trial gives you 14 days of risk-free access to all of our features. And no, we don't ask for your credit card. When you're ready to upgrade, we'll be waiting with smiles and champagne. (Just kidding about the champagne.)
Start Using SMS for Customer Service Today
