SMS for Customer Service - Faster Response, Happier Customers

Customers Want to Text

67% of consumers prefer texting businesses over calling or emailing. SMS support meets customers where they already are - on their phones.

Why SMS for Customer Service?

Speed

Average email response: 12 hours

Average phone wait: 13 minutes

Average SMS response: 3 minutes

Convenience

Customers can text anytime

No waiting on hold

Respond when convenient

Efficiency

Handle multiple conversations simultaneously

Reference previous messages easily

Link to resources without reading them aloud

Documentation

Written record of conversations

Easy to escalate with context

Clear communication, fewer misunderstandings

Types of Support SMS

Order Updates

"Your order #12345 has shipped! Track it here: [link]. Questions? Reply to this message."

Delivery Notifications

"Good news! Your package arrives today between 2-6pm. Someone should be available to receive it."

Issue Resolution

"Hi [Name], we've looked into your issue. [Resolution details]. Does this resolve your concern?"

Feedback Requests

"How did we do? Rate your support experience 1-5 (5=best). Reply with a number."

Proactive Service

"We noticed an issue with your account. We've fixed it - no action needed from you. Reply with questions."

Setting Up SMS Support

Dedicated Support Number

Use a consistent number for support so customers know who's texting.

Response Time Expectations

Set and meet expectations:

"Thanks for reaching out! We typically respond within 30 minutes during business hours (9am-6pm)."

After-Hours Handling

"Thanks for your message! Our team is currently offline (hours: 9am-6pm). We'll respond first thing tomorrow."

Escalation Path

Some issues need a phone call:

"This is better handled by phone. A specialist will call you within the hour. Is this number good?"

Best Practices

Be Personal

Use the customer's name

Sign with agent's name

Match tone to situation

Be Concise

Get to the point

Use short sentences

Link to details rather than explaining everything

Be Helpful

Solve the problem, don't just respond

Anticipate follow-up questions

Offer additional assistance

Be Empathetic

Acknowledge frustration

Apologize when appropriate

Show you understand

Sample Support Conversations

Simple Inquiry

Customer: "What are your store hours?" Agent: "Hi! We're open Mon-Sat 9am-9pm, Sun 10am-6pm. Anything else I can help with?"

Order Issue

Customer: "Where is my order? It's been 5 days" Agent: "Sorry for the delay! Let me check. Your order #? Last 4 digits of your phone number?" Customer: "#45678, 1234" Agent: "Found it! Your package was delayed in transit. New delivery: Thursday. I've added a 10% credit to your account for the inconvenience. Does that help?"

Complaint

Customer: "The product I received is damaged" Agent: "So sorry about that! We'll make this right. Two options: 1) Full refund, 2) Free replacement shipped priority. Which do you prefer?"

Technical Support

Customer: "App won't let me log in" Agent: "Let's fix that! First, try: Settings > Apps > [App] > Clear Cache. Then try logging in again. Did that work?"

Training Support Agents

SMS-Specific Skills

Brevity without losing clarity

Emoji use (when appropriate)

Typing speed and accuracy

Multi-conversation management

Templates, Not Scripts

Provide templates as starting points, but allow personalization:Template: "Thanks for contacting [Company]! How can I help you today?" Personalized: "Hi Sarah! Thanks for reaching out. Saw you ordered the blue sweater - love that one! How can I help?"

When to Call Instead

Train agents to recognize when SMS isn't sufficient:

Complex technical issues

Emotional situations requiring human voice

Multiple-part problems

Anything requiring long explanations

Handling Difficult Situations

Angry Customers

1. Acknowledge their frustration

2. Apologize sincerely

3. Focus on solution

4. Offer to escalate if needed

"I completely understand your frustration - that's not the experience we want for you. Let me make this right immediately..."

Unreasonable Requests

1. Stay professional

2. Explain what you CAN do

3. Don't argue

"I wish I could do that for you, but [reason]. What I can do is [alternative]. Would that help?"

Wrong Customer

Sometimes wrong numbers:

"Thanks for your message! This number is for [Company] support. I think you may have the wrong number. Have a great day!"

Metrics to Track

Response Time

First response time

Resolution time

After-hours response time

Quality

Customer satisfaction (CSAT)

Resolution rate

Escalation rate

Efficiency

Conversations per agent

Messages per resolution

Cost per contact

Tools and Integration

CRM Integration

Connect SMS to your CRM for:

Customer history visibility

Conversation logging

Follow-up task creation

Routing

Direct messages to the right team:

Orders → Order support

Technical → Tech support

Billing → Billing team

Templates

Create quick-response templates for common questions.

Conclusion

SMS support is fast, convenient, and what customers want. Start by offering SMS as a support option alongside phone and email. Measure results. You'll likely find higher satisfaction and lower costs.

Meet your customers where they are - on their phones.