How Text Message Customer Service Transforms Business

Text message marketing
January 14, 2025

Quick communication is essential in a world where businesses and people connect at any time and place. And customers' text message service has been perceived as innovative as it is an efficient and effective means of enhancing customer and organizational efficiency.

Recent research says a text message can have an open rate of 98 %. Paralleled to email, this is almost five times more. 

So, are you also planning to use the text message to grab fully attention of your target audience? If yes, then this blog is for you.

In this blog, you will understand how text message customer service is growing businesses and why it is powerful to have this tool in any modern-day organization.

Let’s begin!

What Is Text Message Service?

Text message service is a service that is provided to clients through SMS (Short Message Service), which is used to reply to them, offer information and updates, or give support. It can also be known as SMS marketing because it will grab your consumer's attention.

In contrast to email or phone calls, text messaging is direct, fast, and unobtrusive. Because time is a scarce resource in modern society, communication needs to be swift.

Therefore, when incorporated into communication plans, SMS can significantly benefit from harmonizing a luxurious, consumer-oriented approach to business service delivery.

Benefits of Implementing Text Message Customer Service

benefits of adding text message customer service

Here you will get to know about the following benefits of Implementing Text Message Customer Service in your business:-

  1. Instant and Direct Communication
  2. High Engagement Rates
  3. Cost-Effectiveness
  4. Customer Preference

Explanation:-

1) Instant and Direct Communication

The reach of SMS also has the Social aspect of enabling businesses to interact with their customers in real-time. 

In any case, if explaining a problem, finalizing a reservation, or finalizing a financial notice, SMS guarantees messages are delivered and opened. That’s the reason, many people prefer to use sms customer service for their business.

Such nearness builds customer loyalty because customers are confident that their issues will be attended to with expeditious solutions.

2) High Engagement Rates

In fact, figures prove that though text messages can be individual messages, they have higher engagement than email or social media. 

Considering almost every text read gets responded to within minutes, businesses may be sure their messages are received and acted upon. 

This is especially beneficial in advertising, booking mechanisms, and fresh stock-plus item releases among clients.

3) Cost-Effectiveness

The customer text message service is a cheap method of communication compared to telephonic communication or sending massive emails. 

Since making a single message reach more users in a single delivery is more affordable, businesses stand to benefit. 

The expense of managing their operations is kept low while customer interaction is kept high.

Also do check out this blog: Tips for personalized text messaging

4) Customer Preference

Recent studies reveal that 78% of consumers prefer text over other communication modes in customer interactions. 

Such preference can be attributed to the efficiency of short message services, as customers do not have to stop their business.

Top 3 Tools for Text Message Customer Service

Businesses need the right tools to implement SMS customer service effectively. Here are three popular platforms:

HelloSend

HelloSend is a CRM Messaging tool that is designed to help businesses engage with their customers. It supports SMS, MMS, and WhatsApp, providing a comprehensive solution for multi-channel communication. 

HelloSend's seamless integration with leading CRM systems such as Zoho CRM, Pipedrive, and HubSpot sets it apart. 

Features:-

  • Automated Messaging: Set up automated messages based on CRM workflow rules to ensure timely and relevant communication.
  • Campaign Messaging: Execute powerful SMS/MMS/WhatsApp campaigns to reach a broader audience effectively.
  • One-on-One Messaging: Engage in direct, personalized conversations to build stronger relationships

Pricing:

HelloSend offers flexible pricing plans to accommodate various business needs:

  • Monthly Plan: $15 per user (minimum three users).
  • Yearly Plan: $9 per monthly user, billed annually (minimum three users).

To know more in details, please visit HelloSend pricing plans.

Salesmsg

Salesmsg is an ideal solution for two-way texting, as it has a simple user interface. It works well with tools like HubSpot, Salesforce, and Zapier, making it suitable for businesses that have already established their work with these tools.

  • Features: Local numbers, automated messaging, and CRM integration.
  • Pricing: Starts at $25/month for 500 messages.
  • Use Case: Best for sales teams that want to personalize customer interaction personalize.

Don’t forget to check out this blog: Complete guide to omnichannel messaging.

TextMagic

TextMagic is one of the most multi-functional customer service via text message. It allows sending mass messages, receiving and sending replies, and connecting to APIs.

  • Features: Mass texting, scheduled messages, and detailed reporting.
  • Pricing: Pay-as-you-go model starting at $0.04 per SMS.
  • Use Case: Great for businesses needing scalability and flexibility.

Best Practices for Effective SMS Customer Service

To maximize the benefits of text maximize customer service, businesses should adhere to these best practices:

List:-

  1. Personalize Messages
  2. Ensure Prompt Responses
  3. Maintain a Professional Tone
  4. Provide Opt-Out Options

Explanation:-

1) Personalize Messages

That is why generic messages are less effective and highly likely to be received with low interest and interacted with by the customer. 

Instead, you can customize your SMS by using the recipient's customization, recalling previous communication with the person, or recommending a product or service.

2) Ensure Prompt Responses

This means that customers need quick responses, especially when using a system as real-time as text messaging. 

Ideally, ensure the response is fast, preferably in minutes, or assign specific generic replies/answers for repeated questions.

3) Maintain a Professional Tone

Although SMS messages are more relaxed in tone, professionalism must not be compromised in order to sustain your brand. 

Do not use improper language, too many abbreviations, and/or emojis that do not fit the company's perceived persona.

4) Provide Opt-Out Options

SMS marketing regulations should be adhered to, and this involves allowing the recipients to opt out of the message. 

This creates confidence and maintains high credibility while ensuring that your subscribers' list is not flooded.

Moreover, following are the customer service text message examples:-

  • Your order #[Order Number] is confirmed. Thanks for shopping!
  • Order #[Order Number] shipped. Track here: [Tracking Link].
  • Reminder: Your appointment is on [Date] at [Time].
  • We’ve received your message. We’ll reply soon!

Make sure to visit this blog too: Omni-channel strategies for HubSpot users.

The Future Of Customer Engagement: Emerging Trends in SMS Technology

As SMS technology evolves, businesses can leverage these advancements to stay ahead:

AI-Powered SMS Chatbots

Currently, AI chatbots make it easy for companies to deal with large numbers of customers' queries. These bots can answer queries, solve some problems with customers, and transfer a more complicated request to an agent.

Interactive SMS with Rich Communication Services (RCS)

RCS is an improved version of SMS as it provides businesses with the opportunity to send images, videos and buttons. This feature-rich communication can increase interaction and offer an enhanced perception of the customer.

Predictive Analytics for Proactive Messaging

With the help of assessing the customer's actions, one can predict the need and send relevant messages. These might include scheduled calls or emails, offers depending on their needs, or calls after previous communication.

Conclusion

Text message customer service is quickly becoming necessary for organizations that provide customer experience services. This technology can extend engagement, minimize costs, and maximize long-term consumer associations.

This holds true whether an organization is trying out SMS organization time or using SMS for business communication, whether you are a small business trying to start SMS for business or a large firm attempting to make the most of the company's SMS.

If an organization aims to use organizational communications, then best practice guidelines must be followed. 

You can learn more about it from the following sources. For first-time adopters, Customer service has a new frontier, and it only requires a text message to make it possible.

And don’t forget to check out this all-in-one text messaging tool, HelloSen!. To connect now click on Contact Us!

Frequently Asked Questions

Why is SMS a game-changer in customer service?

SMS is an immediate and direct form of engagement that allows businesses to fix problems swiftly and create customer trust.

Can SMS integrate with other customer service channels?

Indeed, SMS can be used synchronously with email marketing, client relationship management tools, and social networks.

What industries benefit most from SMS customer service?

Different industries, including retail, healthcare, logistics, and hospitality, use SMS for customer communication and to effectively manage their activities.

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