Customer service is about giving out the best quality in the shortest amount of time.
Gone are the days when people were willing to wait dozens of minutes to get connected to someone who just might solve the issue. Now the issues have to be solved as soon as possible and with as little effort as possible.
While most companies have integrated dedicated customer services solutions like Drift or ZenDesk, some are looking into ways to go the extra mile. Thus, they are looking into customer care SMS messages as a way to improve overall service.
However, since speed is so important, using SMS templates for customer service is the way to go. Otherwise, the representative will have to waste precious time typing out the message each time.
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Building Your Text Messages to Customers
Texting is a great way to communicate with customers, but there are a few things you need to know before you get started.
Texts can be automated and sent out as part of a marketing campaign or used to communicate with customers. The best person to send texts from is your support person. If someone responds with an issue, they can quickly resolve and respond to the customer at just the Right Time.
If you have multiple people in your company who send texts, make sure everyone uses the same format when creating SMS templates so that customers don’t get confused about who is sending them messages when they get SMS notifications.
Texting can be especially useful for customer support since it’s easy for people to reply and ask questions about their accounts or order. These messages serve as a connecting bridge for engagements between the customer and your business.
When using text messages for business marketing purposes, ensure that every statement has value for the customer so they don’t feel like your business is spamming them.
Generally speaking, the best messages will contain information about sales or promotions, or discounts that are available only through texting.
Here are some of the critical things you should be thinking about when building your text messages:
- Marketing. The easiest way to use this strategy is to send out marketing texts. It’s a great way to promote products or services, especially if you’re in retail or ecommerce. You can also send out coupons and discounts, which people love getting.
- Sample messaging. You can also offer your product or service samples, either as part of a larger campaign or as a standalone strategy. Sending a product intro message can be incredibly effective at increasing sales, especially if you offer something that’s not widely available (but consumers still want).
- Sales messaging. Another option is to send out sales texts. These are typically sent at specific times during the year when you have sales going on (think Black Friday). You can also send out texts with information about events that are happening in-store or online (like open houses and product launches).
- Automated customer support texting. Most people don’t like calling businesses for customer support because it takes time away from their busy day. Instead, they may prefer to text you!
If you already have a mobile-friendly website setup for self-service support, consider adding text support and web chat follow-ups. It will allow customers to get answers quickly without waiting for someone on the phone to help them.
Best SMS Customer Support Messages
To Confirm Opt-ins
Just like with email marketing, to send SMS messages legitimately, businesses have to get confirmation from customers. In other words, customers must first opt-in to receive SMS marketing messages.
Therefore, as with many other areas where opting-in is required, it’s best to send the customer a confirmation message.
- Hi, [name]! Thank you for opting into [company name] SMS messages! If you ever want to stop receiving messages from us, text [keyword] to [phone number].
To State Working Hours
Let’s face it – clients need help 24/7. If your business doesn’t work around the clock, it’s best either to set automated working hour reminders through SMS messages. If that is not feasible, customer service representatives can use an SMS template to inform about working hours.
- Hello, [name]. We have received your inquiry. However, our business operates [day] through [day], [time] to [time]. Our representatives will get back to you as soon as possible.
- Hey, [name]! Thanks for texting us! Unfortunately, we are currently too busy. We will get back to you as soon as possible!
To Send Appointment Reminders
According to SMS statistics, appointment reminders can greatly increase the likelihood of attendance. They even work for missed payments and basically any other time-sensitive event.
Therefore, there’s really no good reason not to send an appointment reminder. It’s quick and easy if you use an SMS template for customer service to aid in writing.
- Hello, [name], it’s [business name] here. We want to remind you that you have an appointment at [date, time]. Please reply to confirm or reschedule.
- Hey, [name]! Your appointment at [business] is really close. We will await you on [weekday, date, time]! Text us back to cancel or reschedule.
Also read: 14 Reminder Email Examples For Every Situation (Templates)
To Send Order Status Updates
Ecommerce platforms have to communicate with their customers frequently. One of the industry standards is to constantly update customers about the status of their orders. Therefore, representatives should be ready to use SMS templates for customer service in ecommerce if the process cannot be automated.
- Hey, [name]! Your order [order #] at [company name] for [product] has been confirmed! We will update you when it has been dispatched.
- Hello, [name]. We have issued you a refund for [services/product]. For more information visit [URL] or text back. Regards, [company name]
To Send Dispute Updates
Sometimes, regardless of the business or industry, things go wrong. However, customers expect that everything will always go right. Thus, disputes and issues arise. A part of customer service is sending dispute and issue resolution updates frequently.
- Hi, [name]. We’re sending this message to inform you that ticket [ticket #] has been resolved and closed. Thank you for your patience.
- Hello, [name]. This is [agent name], we have received your message and raised a ticket. Your ticket number is [#].
To Send Customer Feedback Requests
Feedback is what allows businesses to continually improve their services. Unfortunately, many customers simply forgo leaving feedback unless the service was absolutely terrible or absolutely amazing. Pinging them with an SMS message might provide the business with that valuable feedback.
- Hello, [name]! You recently spoke with one of our agents. Could you kindly dedicate 5 minutes to send us some feedback? Thank you, [company name].
- Hi, [name]! It’s [company name]. We hope you had a great experience. If you want to leave feedback about our service, click here: [URL].
Want to learn more about feedback requests? Check these 15+ Survey SMS Text Message Examples.
To Re-engage Customers
Sending messages for follow-ups has been proven effective time and time again. Follow-ups work in sales and marketing regardless of industry or business model. However, other communication channels have a significantly worse open and reply rate. Thus, texting a feedback request message is likely to bring better success!
- [Name], it has been quite a while since we saw you at [company name]! We hope everything is alright. If there’s anything we can do to improve your experience, contact us at [URL].
- Hey, [name]! We haven’t seen you in a bit. We’re sending you a special discount [%] for when you decide to come back to our stores! For more information: [URL].
Survey Text Message Template
SMS Surveys provide a way for you to ask your customers for feedback.
You can use SMS Surveys to send quick questions that allow you to gather insights into how customers use your product or service or gauge their reaction to an upcoming service.
The answers from your follow-up survey will help you improve your business, from understanding how your loyal customer may perceive the value of your product or service to finding out what features they want next. Thus, keeping your customers informed on steps your business takes to prioritize the customer experience.
- Hi, [Name]. We’re doing some research about your experience with our products and services. Would you mind taking a few minutes to complete our survey? It will help us improve our product/service offerings. Please click the link below: [Link to survey]
- Hi, {!firstname}, you are invited to participate in a short survey about your experience with our brand. Your feedback is important to us, and we greatly appreciate your Time. This survey should take no longer than 5 minutes.
Follow Up Text Messages to the Client
The follow-up text message you send to your client can be a good way to get them back on track. Sometimes, it’s a good idea to send a follow-up text message if you haven’t heard from the client for a while.
You can use this opportunity to check in and see how things are going.
This follow-up message, which can also be a personal welcome message for new prospects, is very basic and gets right to the point. The customer will appreciate that, especially if they have a busy inbox or are occupied and distracted with work.
- Hi [name], I’m the [role] at [company name]. We spoke yesterday about your interest in [product]. Please let me know if you would like me to send over that information.
- Hi [name], I’m the [role] at [company name]. We spoke last week about helping you with [problem]. Please let me know if you would like me to send over that information.
Sale Messages to Customers Sample
Sale messages are an excellent way to get customers excited about your product or service. You can use them to announce a special event, such as a sale or a new product launch.
A monthly SMS newsletter can do the trick here. You can also thank your customers for their business and express gratitude for their loyalty.
If you’re running a sale, it might be tempting to use the same message for every customer. But this can waste valuable time that you could spend helping other customers.
A better approach is to create a few different messages for different customers, depending on where they are in the purchase funnel.
- We are so glad that you have decided to take advantage of our latest promotion. This offer won’t last long, so don’t wait around before you make your purchase!
- The best sale of the year is happening now! Get 20% off everything on our website when you enter code FREESALE20 at checkout!
Subscription Notifications
Subscription notifications are triggered when customers subscribe to your service or product. Subscription cancellations and transaction messages also start these notifications.
You can use these messages to send a personal welcome text message email, offer tips on how your product/service works, compare pricing plans, and any other information (including monthly payment) you want to share with them.
Using SMS customer service templates, You can send a single notification or schedule them to be sent at the beginning of each month, quarter or year. You can also set up a recurring schedule (i.e., every day, every week) and customize the frequency of messages sent.
Here are a few tips you can use;
- Hello again, thanks for signing up! We’re excited to have you as part of our community. If you have any questions or feedback, please don’t hesitate to reach out. In the meantime, here are some links we think you might find useful: [link1], [link2]. Reply to unsubscribe.
- Your subscription has been renewed. You have been charged $USD/month for another year of service.
Automated Text Message Template
Automated text messaging is a great way to increase the reach of your business and keep in touch with your customers. Using the right template, you can send out automated messages to all of your customers or those who have opted in.
Here are a few automated text message templates that you can use:
- Thank you for shopping with us today! We hope to see you again soon. Stay tuned for new promotions, sales, and other exciting events happening at our store!
- Congratulations on your purchase! We hope it brings you years of enjoyment. If there is anything we can do for you, please let us know.
- We want to inform you that we will be out of service on [Date] between [Time]. We will resume our services at [Time]. We apologize for any inconvenience this may cause and appreciate your understanding.
Master SMS Templates for Customer Service
SMS templates for customer service are an effective way to communicate with consumers. They have incredible read and open rates while requiring fairly little effort. Thus, it’s often the perfect way to contact a customer for nearly any reason.
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