Turn your service department into a powerhouse with quick answers and automatic updates via SMS. Thirty-eight percent of customers would sign up for texts for customer service reasons, so why not accommodate them?
SMS for customer service, also referred to as customer texting, is a service in which a business or organization uses SMS marketing software to respond directly to messages from customers or constituents. Text messaging for customer service can allow for faster response rates and more personalized service. Businesses that enable text to landline functionality can provide seamless customer support, allowing customers to text the same number they call for inquiries.
Text customer service, also known as SMS customer service, enables businesses to provide fast and convenient support through text messaging. Using a text-to-landline enabled number, companies can instantly assist customers with order questions, special requests, and product availability. With an SMS customer service platform like SimpleTexting, businesses can streamline communication, enhance customer satisfaction, and make support more accessible than ever.
Unlike mass texting, which relies on shortcodes for large-scale campaigns, business texting uses standard 10-digit phone numbers for direct, personalized communication. This makes it ideal for SMS customer service and text customer service interactions, allowing businesses to provide one-on-one support for inquiries, troubleshooting, and customer assistance.
Your customer service desk’s job is to make your customers’ lives easier, and texting offers all the amenities for happier customers. With a customer support SMS system, you can:
Customer support reps get to benefit from texting, too. It makes their jobs easier and more efficient with:
Our more than a decade’s experience in business texting gives us the knowledge to develop features suited to your needs. Engage your customers with these service texting features:
When Lighthouse Dental wanted to increase patient response rates, it picked up SimpleTexting to communicate with them one-on-one.
Texting quickly became an essential part of the patient experience. The Lighthouse Dental team uses SMS customer service and text customer service to send follow-up texts for unconfirmed appointments, answer patient questions, and share important forms. They even encourage patients to send pictures of symptoms for more efficient communication and care.
While many of the team’s phone calls and voicemails didn’t get responses, they have a nearly 100% response rate when they send texts.
Companies of all sizes and industries use SMS as a key channel for customer service to send outgoing messages and respond to incoming questions. Here are the top ways to incorporate SMS customer service into your business.
Send Notifications
Your customers expect proactive SMS customer service. From payment reminders to notifications that their dry-cleaning is ready for pick-up, these messages show customers you’re on top of their needs.
Two-way Conversations
Answer questions and resolve issues via two-way conversations from our user-friendly inbox. Plus, any messages you receive from customers are free.
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.
Integrations
Connect SimpleTexting to more than 1,000 apps instantly. Automate repetitive workflows and increase your productivity.
Don’t just hear it from us. Check out wat customers have to say about communicating with customers with SimpleTexting.
Awesome!
We’ve been using SimpleTexting for quite some time now. It has truly helped both our CS and Sales team connect with our customers in such an efficient way. We will continue using the app as a part of our day-to-day communications with our customers. Fast, efficient, reliable!
Efficient and easy
We like the better response rate we get from texting. We used to have to call and leave message after message with minimal calls back. Now with SimpleTexting, we get an almost immediate response from clients most of the time.
Intuitive, helpful, future-forward
SimpleTexting has a very intuitive yet powerful UI, making it easy to learn and provide excellent support for our customers who are looking for a quicker resolution to their issues than email can provide. They also have their own fantastic support team that resolves problems quickly, even during peak seasons in live chat, so no waiting around for an answer.
User-friendly & highly effective
We get to stay in touch with our customers and community in more meaningful ways. It helps us increase engagement on our live trainings and keep our customers in the loop of new features and content they’re paying for.
Texting is one of the most convenient ways to connect with customers, but great service still requires strategy. These best practices will help your team deliver fast, friendly, and compliant support while making the most of every message.
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. Incorporate metrics to track your performance and continually improve your customer interactions. Setting clear goals for your SMS strategy ensures you meet both your business objectives and customer expectations.
