SMS for customer service texting & messaging

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
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Trusted by clients of all sizes
Starbucks is using SimpleTexting for Text Marketing Services
Cisco is using SimpleTexting for Text Marketing Services
LEGOLAND is using SimpleTexting for Text Marketing Services
Century 21 is using SimpleTexting for Text Marketing Services
Samsung is using SimpleTexting for Text Marketing Services
Stanford University is using SimpleTexting for Text Marketing Services
Chick-fil-A is using SimpleTexting for Text Marketing Services
Marriott is using SimpleTexting for Text Marketing Services
Kaplan is using SimpleTexting for Text Marketing Services

What is SMS for customer service?

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.

Customer service texting is a form of business texting, which is the practice of conducting text message communications, especially for customer service purposes, over a text-to-landline enabled phone number. 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 text messaging and support interactions.

What are the benefits of a customer texting platform?

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.

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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.

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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.

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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.

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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.

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Attract attention

Only 7% of businesses use SMS to communicate with customers. Stand out with a more convenient customer service offering.

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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 for customer service to send proactive outgoing messages as well as respond to incoming queries. Here are the top ways you can incorporate SMS customer service into your business.

Use text messaging to engage customers with proactive service & support
Send Notifications

Use text messaging to engage customers with proactive service & support

Your customers expect your business to provide them with proactive SMS customer service. From payment reminders to notifications that 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 cash flow
  • Manage and schedule appointments to reduce no shows
  • Inform and remind to get ahead of problems

Start Texting Free

Quickly reply to customers with SMS for customer service
Two-way Conversations

Quickly reply to customers with SMS for customer service

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:
  • Solving customer service queries quickly
  • Answering pre-purchase questions to improve conversion rates
  • Using SMS to take advantage of cross-sell and up-sell opportunities

Start Texting Free

Improve customer service communication with Click-to-Text

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

Start Texting Free

Integrate with existing support tools

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 SMS customer service superpowers and integrate all of your favorite platforms.

    Start Texting Free

    Customer texting & SMS success stories

    Explore SimpleTexting's case studies for ideas and inspiration on how you can provide the best possible SMS customer service.

    Image for See How A-1 Self Storage Improves Customer Satisfaction Using SMS
    Professional Services

    See How A-1 Self Storage Improves Customer Satisfaction Using SMS

    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
    Image for Why One of the Country’s Leading Veterinary Clinics Text-Enabled Its Number
    Professional Services

    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, by making his business landline phone able to receive text messages.

    Read their success story
    Image for Learn how Straightaway solved the nurse aide shortage problem with SMS

    Learn how Straightaway solved the nurse aide shortage problem with SMS

    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

    More Success Stories

    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 team members to your account so that different employees can read and reply to customer texts. The best part? Every account comes with two free team members.

    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

    Sign up for a free 14-day trial to send texts, import contacts, and explore the platform. Plus, we're here seven days a week to answer any questions you may have about what's possible with SimpleTexting.

    How to get started with SMS for customer service

    When you sign up with SimpleTexting, you have the choice: Register a new local number, verify a new toll-free number, or text-enable your current number. Learn more about the different number types available.
    Promote your text-enabled number on your website, social media, or in your physical locations. Our click-to-text button is a great way to encourage customers to contact you via SMS.
    Receive an SMS from a customer into your shared inbox. Leave private notes for your team, respond personally, use a template, or schedule a text. You can also manage your customer support text messages from your cellphone with SimpleTexting’s mobile app.
    Once the conversation concludes, you can mark it as such, decluttering your inbox in the process while retaining the thread should the customer message you again.
    Delight your customers with proactive updates. Inform or remind them of a restock, a new service, or the details of an appointment.
    Published: October 11th 2023