The Canadian philosopher Marshall McLuhan famously said, “The medium is the message.” SMS was designed to be short, 160 characters, here are our rules for SMS engagement:
With recent research suggesting that 86% of customers are willing to pay more for a favorable consumer experience, businesses and contact centers need to begin looking at ways they can not only provide the highest level of customer service but also use the most efficient practices.One of the most practical and productive ways to achieve both is through the implementation of SMS messaging to verify a commitment or check-in with a customer.In this article, we will explain the key benefits of adding SMS to a proactive customer service strategy and how businesses use it to improve the customer experience.
Unlike email or phone calls, SMS allows businesses to respond faster, provide updates, and offer support in a way that fits into a customer’s everyday life and optimize communication. Many businesses use short message services to:
Companies that use SMS improve communication by offering faster responses, informing customers without disruptions, and reducing time-consuming interactions. Businesses that ignore SMS may struggle to keep up with customer expectations.Below are several reasons companies rely on SMS for their customer experience strategy.
Customers do not want to wait hours or days for answers. Long hold times on a phone call cause frustration, and business emails often get lost in crowded inboxes. SMS messaging allows businesses to respond in seconds, which helps resolve issues faster.Many businesses use automated responses from contact centers to acknowledge messages right away and reduce customer wait times. A customer waiting for a shipping update, a service appointment, or an account verification does not want to waste time checking emails or calling support.SMS provides the right information quickly. It keeps customers informed without making them wait.
Customer support through a phone call requires:
Emails require monitoring, follow-ups, and manual responses. SMS messaging provides a lower-cost solution that allows businesses to serve many customers without requiring additional customer service agents.It reduces the need for repeated follow-ups. A business sending a digital receipt, a service update, or an onboarding process message avoids unnecessary, time-consuming interactions. Customers get the information they need without contacting support, lowering business costs.
Most customers check SMS messages right away. Over 90% of text messages get read within three minutes. Emails, on the other hand, often sit unread for hours or days.Some never get opened. SMS messaging increases the chance that important updates, order confirmations, and appointment reminders reach the customer in time.A business sending an urgent notice about a technical issue, a payment reminder, or a last-minute schedule change cannot afford delays. SMS increases the chance that customers see the message immediately and take action when needed.
Not all customers want to call support or wait for an email response. Many prefer communication that fits into their schedule. SMS for customer service allows them to reply when it works best for them. Instead of waiting on hold, they can read a message and respond when they are ready.SMS saves time for simple requests like:
It helps avoid the frustration of waiting in line at a call center or searching through an email inbox.
Customers prefer communication that feels relevant. Businesses can send personalized messages based on previous interactions, customer preferences, or past purchases. SMS allows companies to provide recommendations, special offers, or reminders based on real customer data.For example, a dentist’s office sending a reminder about an upcoming appointment, a retailer notifying a customer about a sale based on their past purchases, or a bank providing an account security alert—all of these messages feel more personal. This builds brand loyalty and makes customers feel valued.
Unlike apps, web chat, or other online platforms, SMS works on any mobile phone. Customers do not need to:
Whether they have a smartphone or a basic phone, they can receive and reply to text messages.This makes SMS one of the most reliable ways to reach customers regardless of their location. Businesses serving different regions, including areas with limited internet access, can still communicate with customers without requiring them to download an app or visit a website.
Customers often ignore emails or feel overwhelmed by promotional messages. SMS messaging allows businesses to communicate without filling inboxes with unread emails. Instead of sending a long email that customers may not read, a short, direct text message gets attention.Businesses using SMS for customer communication send order confirmations, service updates, or appointment reminders without overwhelming the customer with too much information. This keeps interactions simple while still providing the key details customers need.
Businesses that use SMS improve customer communication, reduce wait times, and allow customers to receive information without delays. SMS messaging allows companies to inform customers, send updates directly to a customer’s phone, and provide support without requiring a phone call.Here’s how to use SMS to improve customer experience:
Many customers ignore promotional emails. This makes SMS a more direct way to share updates. SMS marketing allows businesses to communicate:
Sending direct messages increases the likelihood that customers will engage with offers. Keeping messages short and relevant prevents customers from feeling overwhelmed.
A dedicated SMS messaging support number allows businesses to provide direct assistance without forcing customers to call. SMS support allows faster responses and reduces long wait times and unnecessary delays.A business that assigns customer service agents to handle SMS inquiries improves response efficiency. Setting up automated replies for common questions reduces the need for customers to wait for a response.
Customers expect updates about their purchases. SMS messaging allows businesses to send:
A clear confirmation message reassures customers that their purchase has been processed. Providing tracking details allows customers to monitor the progress of their delivery. Notifying customers when a package arrives prevents confusion and unnecessary support inquiries.
Missed appointments cause problems for businesses and customers. Sending SMS reminders allows businesses to remind customers about scheduled visits. This helps them stay informed about upcoming commitments.Providing an option to confirm or reschedule through SMS allows businesses to manage scheduling conflicts efficiently. When messages arrive directly on a customer’s phone, the chance of missed appointments decreases. This also improves customer satisfaction.
Customer feedback helps businesses improve services. Sending SMS surveys allows companies to collect customer opinions without requiring long forms or phone calls.Keeping survey questions short improves response rates. Using SMS for feedback collection allows businesses to gain insights into customer engagement and boost business growth.
Missed payments create problems for businesses and customers. Sending SMS reminders allows businesses to:
Providing payment confirmation through SMS reassures customers that their transaction was successful. Notifying customers about overdue balances encourages timely payments.
Customers expect businesses to notify them of unusual account activity. SMS alerts provide a direct way to update customers about security risks.Notifying customers about suspicious transactions allows them to respond immediately. Providing updates about account changes through SMS helps customers stay informed about their account status.
Businesses that communicate transparently and consistently build customer trust. A business that saves SMS conversation histories can interact with customers on a more personal level. Keeping records of past interactions allows customer service agents to provide better responses.Using both automated replies and agent interactions guarantees that businesses manage customer concerns at a reasonable pace while maintaining trust.
Businesses that send digital receipts through SMS provide customers with a more convenient way to track purchases. Sending receipts directly to a customer’s phone removes the need for paper copies. Additionally, with a link to view a detailed receipt, customers can access their purchase history at any time.
Customers expect businesses to acknowledge their messages. Sending an SMS without receiving a response causes frustration. Companies can improve the experience by sending automatic replies that confirm receipt of a customer’s inquiry.These replies provide further instructions on when a support team member will follow up. Then, customers will feel more at ease knowing that their issues are being addressed.
A call center experiencing a high volume of customer inquiries can use SMS to deflect calls and reduce waiting times. If a customer queue reaches a certain length, businesses can offer the option to receive a callback or redirect them to an SMS-based support system.Allowing customers to resolve common issues through SMS prevents them from waiting on hold and improves their overall experience.
Connecting with customers in a way that feels relevant and timely remains one of the most important aspects of business communication. Customers expect instant updates and seamless interactions. Businesses need a reliable SMS solution that simplifies outreach while improving engagement.Kaptea makes it easy to deliver outstanding experiences for your customers, on any channel. It provides a powerful way to communicate through bulk and conversational messaging. With Kaptea’s Pronto, businesses can send personalized messages, automate alerts, and track performance with built-in analytics.Improving each customer journey couldn’t be easier thanks to Pronto’s three-step process:
Pronto integrates all your communication channels into a single, user-friendly web interface, allowing your sales, marketing, and service teams to easily manage interactions.
With Pronto, you can create no-code workflows tailored to your customer journeys and access custom analytics to effectively measure campaign and agent performance.
Pronto offers enterprise-grade security, ensuring that your communications are protected and compliant with industry standards, ultimately safeguarding your brand's reputation.
Pronto provides fast custom integration with various platforms, such as Zendesk, Microsoft Dynamics 365, Twilio, Hubspot, and Salesforce. It enables a smooth and speedy integration with your existing systems for a cohesive communication strategy.Kaptea’s Pronto is simple to use, and the engagement analytics provided can be game-changing for any organization seeking to quickly implement an SMS strategy. Speak with a Kaptea expert today!
SMS customer service refers to businesses using text messaging to communicate with customers. Instead of relying on phone calls or emails, businesses use SMS to respond to customer inquiries.They can provide support, send appointment reminders, and notify customers about order confirmations or payment reminders. SMS customer service allows businesses to reach customers faster and provide real-time assistance without long wait times.
SMS blasting, or sending mass text messages, is legal when businesses follow compliance regulations such as TCPA (Telephone Consumer Protection Act), GDPR (General Data Protection Regulation), and CCPA (California Consumer Privacy Act).Customers must opt-in to receive messages, and businesses must provide an opt-out option. Sending unsolicited SMS messages without consent may result in legal penalties.
SMS stands for Short Message Service. It is a standard method of sending text messages between mobile devices.SMS messages have a 160-character limit per message and do not require an internet connection to be delivered. Businesses use SMS for customer communication, support, marketing, and transactional messages.
SMS CRM refers to a Customer Relationship Management system that integrates SMS messaging. Businesses use SMS CRM to manage customer interactions, automate responses, send personalized updates, and improve customer engagement.SMS CRM platforms allow businesses to track conversations, send scheduled messages, and connect SMS communication with other customer service and sales tools.