SMS for Customer Support: Enhancing the Customer Experience through Text Messages

Communications technology is revolutionizing the way businesses reach out to current and potential customers. Regardless of the industry, support outside the sales platform is essential. It lets customers know you care and keeps your goods and/or services readily available. One of the best ways to do this is via text message.

We’ll discuss the top six reasons why utilizing SMS can enhance the customer experience through text messaging. These include expanding options for customers to communicate, removing worry about charges or fees, keeping contact support staff modal and having the ability to handle several customers simultaneously, among others.

SMS for Customer Support: Enhancing the Customer Experience through Text Messages

In fact, there are so many ways to enhance the customer experience using text messages that you’d be remiss not to. The possibilities are literally endless. The only thing limiting you is your imagination. All you need is an SMS-capable smart device.

1. Provides Options for Customers

With many people preferring to do business through their smart devices, using SMS services gives customers another option for contact. These days, many people prefer to handle their customer complaints or support questions through email or text rather than talking on the phone.

This simply provides another avenue to cater to their preferences. Having many contact methods for customers puts them in the driver’s seat of your relationship. When the customer feels like they have the control and options, it gives them peace of mind.

2. Removes Worries about Charges/Fees

Most SMS platforms are free for customers and businesses alike. This means no one has to worry about hidden charges or additional fees to pay. Because the financial burden is nonexistent, it makes a great way for customers to get support for their problems and inquiries.

This also means you’ll keep your profit margins up while maintaining low expenditures. Customers will love it too because they won’t have to pay anything out of pocket. It’s a win-win for everyone involved.

3. Keeps Contact/Support Center Modal

Because text messaging is quick and immediate, it means your contact or support center is 100% modal in regards to voice, text, or a combination of the two. You can forward details of your calls and text messages to your customer support email address for better processing. So, if a customer is having a serious problem that requires more detail than basic information, the customer service agent can accommodate them immediately.

Plus, previously saved customer information can easily recall from the customer support device. This means they’ll be able to identify who the customer is, which mitigates going in circles to verify the customer for every contact made.

4. Handle Several Customers Simultaneously

The modality of text messaging brings us to the next reason: the ability to handle several customers at the same time. What would have to be handled on a per call basis can now span many different customers at once. Support staff can send information to the customer that would normally be audible.

Also, you can program your smart device to detect certain keywords or phrases that customers submit. Upon receiving those, your SMS can automatically respond with the information they need. For instance, if you have monthly billing for your customers, they can check their balance simply by texting “BALANCE.”

This simplicity means your staff is free to handle other situations that require a more hands-on approach. The focus and attention customers will receive will be impeccable since the person providing assistance won’t have erroneous distractions.

5. Continued Customer Engagement

With text messaging, you can follow up with customers about their experiences or have them rate the quality of support they received. Also, you can send periodical texts with upcoming sales, discounts, promotions or fun surveys/games.

Sending occasional texts to customers like this show you care about them. This, in turn, builds customer loyalty because they feel included and valued. Such a thing is priceless and keeps your business abreast of the competition.

6. No Additional Software Required

One of the best things about SMS is that you don’t have to purchase or download any additional software. Not only does it make offering text messaging cheaper but it also means no additional training to your support staff. Chances are, they already know how to use it.

The only thing you’ll need is a dedicated smart device for them to use. This takes SMS customer support to the next level and it’s so simple to operate. Even if you have an employee who isn’t technologically savvy, they can learn to use it in a matter of minutes.


Phone calls and snail mail no longer hold sway over the customer-business relationship. The modern age has text messaging and it’s only to the benefit of your business in using it to the utmost advantage. It opens up a whole new world of communication while also allowing your customer support staff to be more efficient and accurate.