SMS for Improved Customer Service

SMS for Improved Customer Service

Customer service is a top priority for any business, it makes a difference to a brand’s reputation, customer loyalty and revenue. Global brands are increasingly taking advantage of SMS to connect with customers and improve customer communication and engagement. According to research companies that prioritized customer experience had a 10-15% increase in revenue and a 20% increase in customer satisfaction.

When it comes to customer service, customers want results. 4 in 5 customers are frustrated with being dependent on a phone call or computer for customer service. Research says, more than 50% of your customers would prefer SMS messaging over their current form of communication for customer service or support.

Below are just a few benefits of how SMS can improve your customer service:

SMS increases efficiency

You can combine the simplicity of SMS messaging with the sophistication of automation. By sending an automated acknowledgment when a customer texts with an issue, you reassure them that you’re on the job. Once a service interaction has finished, confirm it with an automated SMS so that you end your communication on a positive note.

Keep customers informed during their buying process.

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Whether you realise it or not, a large percentage of your customers would like the opportunity to contact you via SMS when it comes to customer service issues. Research states that 30% of customers say SMS-based customer service is less frustrating than any other form of customer service or support communications.

The convenience factor, for both customer and business, is a huge draw and customer expect you to cater to them.


SMS is far more flexible than phone-based customer service and can do everything that email can do in a much more personal and succinct fashion. Consider all of the possible use cases:

  • Explaining to customers, after purchase, the best way to use a product.
  • Providing step-by-step instructions by request.
  • Offering automated replies to common inquiries.
  • Scheduling service requests or convenient call-backs.
  • Keeping customers up-to-date with stock or shipping.

These are only a handful of possibilities when using SMS for customer service.

Once you’ve exchanged SMS messages with a customer for customer service purposes, you’re opening opportunities for marketing as the customer has opted-in, you can then send them future promotions, news, and coupons.

Today’s consumers are more demanding than ever before; they want an experience that is fast, hassle free and provides prompt resolutions to their problems. SMS services help small businesses exceed these expectations and deliver exception experiences that keep customers coming back. We know customer service is a priority.

So make sure you’re using the best platform to reach all of your customers quickly and efficiently.