Text Message Customer Service Best Practices + How to Set Up an SMS Customer Service Platform

How your current customers feel about your business is wildly important because…

It’s far cheaper to keep your existing customers than to get new ones.

However, customer service preferences and expectations are changing. Some 67% of customers now prefer texting for support vs phone calls or email.

So in this guide, I cover

1. What SMS for customer support is
2. 3 reasons why you should offer customer support via SMS
3. 7 ways you can improve support with text messaging for customer service with SMS templates for customer service
4. How to get started with an SMS customer service platform
5. 10 Best SMS customer service software, platforms, and tools
6. Answers to frequently asked SMS customer service questions

By the end, you’ll have everything you need to improve your support and use SMS customer service software.

Read on for more.

Add SMS Superpowers to Your Phone Line

Start texting with a powerful SMS inbox made for teams.

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What is SMS Support?

SMS support is service and customer support via SMS (Short Message Service) or text messaging. Text message customer service makes it quick and easy for customers to connect with you via text. Businesses use SMS support in a variety of ways. These include answering questions, resolving issues, providing updates, or even guiding customers through processes. Key aspects of SMS support include:

1. Accessibility: SMS support makes it easy and quick for customers to get help directly from their mobile phones.
2. Asynchronous: Unlike phone calls and live chat, SMS allows customers to send and receive text messages conveniently.
3. Efficiency: SMS support streamlines communication. It allows businesses to handle multiple inquiries simultaneously, leading to faster resolution times.
4. Cataloging: Text messages make it easy to catalog written records of conversations.
5. Integration: Modern SMS customer service platforms integrate with other business tools, like CRMs and help desks.

3 Reasons Why You Should Offer Customer Support Via SMS

When things go well for existing customers, they tend to tell their friends. 

When things go poorly, they tend to do the opposite.

So your existing customer base is actually a growth driver.

But you’ll need effective customer relationship management with proactive support to leverage your customers for referrals.

This is where SMS customer service can help.

1. Text message customer service is faster and more responsive than email and phone calls

Texting has clear advantages and benefits compared to email and voice. But SMS doesn’t replace email and phone calls. Instead, texting fills the gaps left by these more traditional communication methods.

Email is the de facto way businesses connect with customers. However, email exchanges can take forever and can lead to miscommunication. 

Plus, 74% of people respond to texts from a business within an hour. Compare that to only 41% for email.

So text messaging can be the better way to message your customers and increase your customer satisfaction score. Especially when you need to deliver real-time updates and timely responses.

2. Text message customer service is more convenient and scalable than answering phone calls

Paying someone to answer phones gets costly. The average customer service phone call costs about $16.

This makes SMS support a far cheaper and more scalable alternative than wasting time on the phone.

Keep in mind, that you’ll always need voice calls as part of your customer support process. A human voice can also make a world of difference when it comes to customer experience.

But text messaging can insulate your customer support staff or front desk from having to answer every phone call. It makes it easier to reserve the most valuable customer service requests for select employees and team members.

3. Text message automation makes it easier to manage more customer service conversations

Automated text messages make it possible to provide all-day text customer service. SMS customer service software helps you automate the response and follow-up process.

This even leads to reduced call volumes and improved customer engagement.

All a customer needs to do is text an autoresponder keyword like “HOURS”, “SCHEDULE” or “HELP”. The response then directs the customer to a resource or escalates the issue to the next level of support.

Automated texts can also support two-way SMS and one-way SMS.

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7 Ways You Can Improve Support with SMS Text Messaging for Customer Service + SMS Templates for Customer Service

I’ve explained what SMS for business customer service is and why you should take advantage of it.

Now here are seven ways you can improve your customer engagement with customer service texting software. 

I’ve also added sms templates for customer service that you can copy and paste. Check out my list of 100+ text message templates for more.

1. Add a click-to-text button or advertise your SMS customer service number on your website

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Already using your website to generate leads and start text conversations?

Consider adding a customer support click-to-text button to your website, a landing page, or a social media site. 

This can be a great use of texting for customer support.

It's now easier for your customers to start conversations with your SMS customer service number on their cell phones.

What is click-to-text?

It’s an easy way to start conversations with your customers. It usually appears as a button, chatbot, or clickable phone number listed on your website.

📖 Suggested Article: How to Set Up Click-to-Text on Your Website

2. Manage expectations with out-of-office messages and answers to frequently asked questions

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With texting, it’s easy to:

• Set up automatic out-of-office replies
• Send scheduled SMS notifications
• Blast out text alerts
• And send updates to your customer base

Here’s an example of this. Say a customer texts your number for an emergency beyond business hours. Your auto-response text could then provide additional emergency contact information.

Prompt replies aren’t only part of business texting etiquette. They’re also essential to setting and maintaining customer engagement. And you get the added benefit of not having to listen to a bunch of voicemails with texting.

📖 Suggested Article: How to Set Up & Write Out-of-Office Messages (Email & Text)

Hours of operation autoresponder SMS template

Hey {{ FirstName }}. Our hours of operation are Monday-Friday 8 am-5 pm. For emergencies please call {{ OrganizationPhone }} - {{ UserName }}, {{ OrganizationName }}

Delivered 01/06/23, 07:01 am

Out-of-office autoresponder SMS template

Hey {{ FirstName }}. We’re currently out of the office for lunch. We’ll be available to answer your questions starting at 1 pm. You can expect a response from us then. We appreciate your patience. - {{ UserName }}, {{ OrganizationName }}

Delivered 01/06/23, 07:01 am

3. Automate appointment reminders, confirmations and follow-ups

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Aside from offering reactive support, text messaging also makes it easier to be proactive.

Texting appointment reminders is one of the most proactive ways to improve customer experiences. Appointment reminders reduce no-shows and smooth out day-to-day operations.

Smoother daily operations mean happier customers and staff.

📖 Suggested Article: How to Text Appointment Reminders | Guide + Free Templates

Appointment reminder SMS template

Hey {{ FirstName }}, just wanted to remind you of your appointment today at 3:30 pm. See you then. - {{ UserName }}, {{ OrganizationName }}

Missed appointment reminder SMS template

Hi {{ FirstName }}. We’re sorry to see you missed your appointment today and hope everything is well. If you’d like to reschedule, please reply to this message or call us at {{ OrganizationPhone }}. - {{ UserName }}, {{ OrganizationName }}

4. Status updates and text alerts

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Customers expect information and updates at their fingertips. With text messaging, you can send timely updates and text alerts for:

• Order confirmation messages for products or services
• Order status as it moves forward in the supply chain
• Scheduled text delivery notifications and alerts
• Logistics and dispatching
• Driver assignments and ETA
• Alerts and weather updates
• Outages and downtime notifications

For instance, you can send an SMS when an order is out for delivery. 

Or depending on the time of year, what happens if there are any delays due to inclement weather or traffic?

You can also send out a text message broadcast to let everyone know. This keeps everyone updated, enhancing transparency and customer service experiences.

Order status update SMS template

Good news! Your package with tracking number {{ TrackingNumber }} has been successfully delivered to its destination. Thank you for choosing our logistics services!

Delivered 01/06/23, 07:01 am

Inclement weather SMS template

Hi {{ FirstName }}. Due to the weather, we’re canceling service today. We will keep you updated on all weather-related updates and future closures. - {{ UserName }}, {{ OrganizationName }}

Delivered 01/06/23, 07:01 am

5. Request documents, send payment reminders and billing notifications

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Getting paid isn’t always easy. Reminding someone to pay you takes time and can be a hassle. 

This is especially true if you’re only sending emails or making phone calls to remind customers about their late payments.

In a recent survey of 400 businesses, 27% noted that they have a hard time creating and sending invoices. Another 46% said they have difficulty getting paid on time. While 49% said they have a hard time following up on late payments.

These numbers probably don’t surprise you.

But what will surprise you is how text-to-pay can help you collect payments and send reminders.

Business text messaging providers like MessageDesk offer text-to-pay as a simple, streamlined, cashless payment method.

📖 Suggested Article: Small Business Invoicing Guide | How to Send an Invoice

Document request SMS template

Hi {{ FirstName }}. We just wanted to remind you that we’re waiting for the [DOCUMENT] you agreed to send us. If you have any questions, please text or call us. - {{ OrganizationName }}

Delivered 01/06/23, 07:01 am

Billing reminder SMS template

Hi {{ FirstName }}, it’s {{ OrganizationName }}. We just wanted to remind you that your credit card on file will be charged {{ InvoiceAmount }} on 3/25. View your invoice here: {{ InvoiceLink }}. If you have any questions, please reply via text or call us at {{ OrganizationPhone }} - {{ UserName }}, {{ OrganizationName }}

Delivered 01/06/23, 07:01 am

6. Collect customer feedback by texting links to polls and surveys

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Conducting customer surveys and polls used to require a lot of effort.

However, customer texting services work well for acquiring customer feedback.

Now, anyone can send NPS surveys and CSAT polls. All you have to do is send a text message with a link to a Google Form. You can also use a tool like Survey Monkey.

In fact, 45% of text message users already interact via text for surveys or polls.

And these numbers are growing as more businesses and organizations start texting.

📖 Suggested Article: Guide to SMS Text Message Surveys and Polls

Survey or poll SMS template

Hey {{ FirstName }} we’d love to know what you thought about your last service. Did it meet your expectations? Do you have any feedback for us? Please take a minute to complete this survey: [ Link ]. If you do, we’ll take $10 off your next service. Thanks! - {{ UserName }}, {{ OrganizationName }}

Delivered 01/06/23, 07:01 am

NPS survey SMS template

Hey Ben, how would you rate your recent service with Nevada Housekeeping on a scale from 1 to 10?

Delivered 01/06/23, 07:01 am

7. Automatically ask for reviews

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When was the last time you checked your business or organization’s reviews? What does Google display when you search for your website?

Texting makes it easy to follow up with someone after they interact with you. With texting, it’s easier to send a more timely message with a link that asks for a review.

Catch a person at the right time and they’re more likely to leave a positive review.

📖 Suggested Article: How to Ask for Google Reviews + Examples & Templates

Google or Yelp review SMS template

Hi {{ FirstName }}. So happy you had such a great experience with your service today. Would you mind taking some time to leave us a review on Google? It’s super easy and only takes a few minutes. Just follow this link: https://bit.ly/5UhJ9Ve thanks! - {{ UserName }}, {{ OrganizationName }}

Delivered 01/06/23, 07:01 am

Add SMS Superpowers to Your Phone Line

Start texting with a powerful SMS inbox made for teams.

Get startedWatch demo

How to Get Started with SMS Customer Service Software and Platforms

So, what do you need to do to get started with an sms customer service platform? For starters, texting customers for support isn’t like texting from your personal phone.

1. Choose an SMS customer service platform with a shared team SMS inbox

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The first step to getting started with an SMS customer service software is choosing the right platform.

For customer support, you’ll need a business texting service with a shared team SMS inbox. You may also want a solution that supports bulk text messaging and text blasts.

What is a shared team SMS inbox? It’s an SMS help desk where your team manages, routes, assigns, and organizes customer text threads. This is what separates an SMS customer service platform from a text message marketing platform.

Additionally, you may want a texting service for one-to-many text blasts. This makes it possible to message larger groups of customers at the same time.

2. Configure your SMS inbox phone number(s)

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You’ve chosen an sms customer support tool, like MessageDesk. Your next step is setting up your phone number(s).

You have three options for this. 

Option 1: Get a new number for texting

Just starting your business? Don’t already have a phone number for support? Most SMS support services can provide you with one or many text-enabled SMS phone numbers.

Some services also offer temporary phone numbers and voice as well. So these are things to consider before you configure your sms customer support tools.

Additionally, platforms like MessageDesk can get you a local 10-digit phone number with any area code of your choosing. We can even provide you with a toll-free 800 number for customer support texts.

Option 2: Text-enable an existing business landline or VoIP number

Already have a customer service phone line? No problem. 

Most solutions (including MessageDesk) can text-enable your existing landline or VoIP service phone number. This is all without disrupting your existing voice-calling functionality.

To text-enable an existing number, you’ll need to submit a number hosting request. A number hosting request gives a new platform access to the texting capability of your number. 

This process also requires you to submit a formal letter to your current phone number carrier. 

At MessageDesk, we make this process easy. 

Just submit a form and we’ll automatically generate the letter for you and then submit it to carriers. The whole process typically takes 3-5 business days. 

We then let you know once everything is good to go and you can start sending SMS.

Option 3: Port your mobile phone number to a VoIP provider and then host it with your inbox provider

Carriers restrict shared team SMS inboxes from hosting your personal cell phone number for texting. This is a technical limitation with the number type and carrier services.

However, you can port your cell phone number to a VoIP provider.

Once you port your mobile number, your new VoIP provider will become your voice provider as well. I personally recommend RingCentral for this.

Once you’ve ported your phone number you can then set up hosting for text message customer support with software like MessageDesk.

3. Get approved by carriers for business-grade text messaging

All telecom carriers in the U.S. require businesses that text for customer support to complete A2P 10DLC carrier registration. 

They do this to prevent phishing scams and SPAM messaging from bad actors.

To register with carriers you have to use an SMS customer service platform, like MessageDesk. You also have to adhere to various standards like opt-in and TCPA regulations.

But there's good news. Most text based customer service platforms come with features that help manage opt-in, compliance, and registration for you.

Every support platform has its way of managing opt-in and carrier registration. But here’s how we do it at MessageDesk:

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Step 1: Submit and validate your organization info with carriers through MessageDesk

We start the carrier registration process by making sure your organization is legitimate. We do this simply by submitting a form that collects the following information:

1. Business identification: You need to provide proof of your business's existence and legality. This includes your Employer Identification Number (EIN) or other tax identification numbers.
2. Business address: The official address registered with your organization.
3. Contact Information: A primary contact within the business, including name, phone number, email address, and website.
4. Messaging purpose and examples: Explain why and how your business uses SMS messaging. This involves providing message examples.
5. Opt-in and opt-out processes: Describe how your contacts opt-in and out of receiving messages. This includes how you collect consent and how you manage and honor opt-out requests.
6. Message content and volume: Carriers need to know about the volume and content of the messages you’ll send. This helps them understand your messaging patterns. It also ensures that your messages align with anti-spam policies.

🚨 Note: Your business information must match your tax information when registering with carriers. If it doesn’t match, you won't get approval.

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Step 2: Publish a carrier-compliant texting policy on your website

You submitted and validated your information. Next, the support team at MessageDesk will work with you or your web developer. 

Carriers require that you have a website and that you publish a business text messaging privacy policy on it.

Your privacy policy must explain the following:

1. The type of contact and personal information your organization collects
2. How your organization collects information from contacts
3. How your organization uses any information collected
4. How your organization protects customer data
5. That your organization does not share information
6. How contacts can opt out of receiving text messages

🚨 Note: Having a website with a privacy policy is an absolute must for text messaging. Without it, carriers won’t approve your organization for texting. 

4. Organize your team’s shared SMS inbox with views and filters

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Not every customer service agent or front desk manager needs to respond to every conversation. This is where filters are handy. Filters can help you configure your SMS inbox into views for specific teams, teammates, or departments.

MessageDesk comes with advanced filters. These filters make it easy to sort conversations. For example: you can sort by “newest to oldest” or “oldest to newest” and by status: new, waiting, replied. You can also filter by assigned conversations.

For even more advanced filters, you can use custom fields. Custom fields make it possible to add custom information to customers and conversations. You can then sort, filter, and create views based on custom fields.

5. Save reusable text message templates for quick answers to customer service inquiries

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When you text for customer support, different support agents often send the same messages, and personally message different customers.

This is where pre-saved, reusable text message templates, tags, media, and links come in handy. You can even customize your text messages with tags to automatically insert a customer’s {{ FirstName }} into a text.

Templates save time. But they also help keep messaging consistent across your entire team.

This can reduce errors and omissions of critical information while allowing team members to focus on resolving conversations quickly.

6. Set up automated customer service texts and autoresponders

Autoresponders get triggered when someone texts your customer service number. Text support autoresponder keywords are often something like:

• SUPPORT
• HELP
• HOURS
• LOCATION
• UPDATES

You’ll want to choose a short yet memorable keyword for your autoresponders.

Here are some additional keyword examples used in context:

Dear {{ FirstName }}, Text SUBSCRIBE to receive all our latest news and exclusive offers! Text UNSUBSCRIBE to stop these updates.

Delivered 01/06/23, 07:01 am

Hi {{ FirstName} }, Text WEATHER to receive a 7-day weather forecast for the [AREA/CITY]. Want to stop receiving these messages? Just text STOP.

Delivered 01/06/23, 07:01 am

HHey {{ FirstName }}, text HOURS to see what our opening hours are over the Christmas holidays.

Delivered 01/06/23, 07:01 am

MessageDesk also allows you to customize and set up automatic out-of-office or away messages. Just set your availability using the date/time picker for any day of the week.

7. Integrate your customer service texting software with your CRM or connect with integrations like Zapier

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Connecting to other customer service apps and CRMs can enhance your entire customer messaging experience.

Your sms customer service platform may have a native SMS/CRM integration. Some CRMs also come with SMS.

For others, you can use Zapier to help you automate your customer service text messaging.

10 Best SMS Customer Service Software, Platforms and Tools

I’ve covered a lot so far. Finally here’s a list of the best SMS customer service software and tools.

1. MessageDesk | Best for teams that support customers via sms 

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MessageDesk focuses on text-based communication. It offers team collaboration tools like a shared team SMS inbox and some automated messaging. This makes it ideal for industries like logistics and customer support.

Compare MessageDesk to others. You’ll find it’s a more cost-effective and specialized customer support option for teams.

MessageDesk overview:

MessageDesk is a powerful shared team inbox for texting. It simplifies and helps you automate customer interactions via SMS messaging. It also enables teams to manage conversations, schedule text messages, and automate text responses from one, user-friendly inbox. 

With MessageDesk, you can centralize your communication to more efficiently track, manage, and respond to customer inquiries.

Specifically, MessageDesk works well for:

• Appointment reminders
• Sales follow-ups
• Text message-based support and service
• Logistics and dispatching
• Recruitment and staffing
• Reviews and feedback collection
• And more.

MessageDesk features:

• Shared Team SMS Inbox: MessageDesk centralizes all text message conversations into one shared team SMS inbox.
• Website Chatbot: Install MessageDesk’s website chatbot on any site or landing page to start text conversations.
• Text-Enable Existing Numbers: MessageDesk makes it easy to use your current phone number for sending and receiving texts.
• Bulk Text Messaging: MessageDesk makes it possible to send personalized bulk text messages to multiple recipients simultaneously.
• Scheduled Text Messages: Send scheduled text messages at optimal times for timely communication with contacts.
• Message Templates: Use pre-saved text message templates for common customer service responses to save time.
• Automated Messages: Schedule texts and automate SMS messages for reviews, reminders, updates, and notifications.
• MMS Support: Send and receive images and media.
• Contact Management: Organize and segment contacts for targeted messaging.
• Compliance: MessageDesk ensures compliance with A2P 10DLC carrier regulations and improves your message delivery rates.

MessageDesk reviews from customers:

Sylvia L.

Programmatic Account Manager

"MesageDesk is great for sending mass texts for the staff or communicating with returning clients. We have sent promotional deals to our returning clients. We can also group clients if need be based on categories."

Joylyn O.

Marketing Consultant

"MessageDesk is an effective texting app with excellent customer service. The templates are customizable with tagging features to personalize messages. MessageDesk also has fantastic customer service where real people answer your questions."

2. SalesMsg | Best for integrating SMS customer service with other tools 

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SalesMsg excels in two-way SMS and MMS messaging and it comes with strong CRM integrations. 

This makes it ideal for businesses focused on sales and customer engagement through automated text campaigns. 

It benefits teams that already leverage tools like HubSpot or ActiveCampaign and need more real-time communication.

SalesMsg overview:

SalesMsg is a cloud-based SMS and MMS messaging platform designed to help businesses communicate effectively with their customers. 

It offers two-way messaging capabilities. This allows you to engage in real-time conversations, automate text campaigns, and manage customer interactions. 

SalesMsg integrates seamlessly with popular CRMs like HubSpot, ActiveCampaign, and Salesforce. 

This makes it an ideal choice if you want to streamline your communication workflows. The platform also provides robust analytics and reporting tools to help you track the effectiveness of your messaging campaigns.

SalesMsg features:

• Two-Way SMS and MMS Messaging: Engage in real-time conversations with customers through SMS and MMS.
• CRM Integrations: Seamlessly integrate SalesMsg with CRMs like HubSpot, Salesforce, and ActiveCampaign.
• Automated Messaging: Set up automated text campaigns and workflows in SalesMsg to engage customers based on specific triggers.
• Shared Inboxes: Collaborate with team members in a shared SalesMsg inbox to manage customer conversations.
• Message Scheduling: Schedule texts in SalesMsg to send at specific times.
• Mobile App: Access and manage your SalesMsg messaging campaigns on the go with the SalesMsg mobile app.
• Analytics and Reporting: Track campaign performance with detailed analytics and reporting tools.
• Call Forwarding: Direct incoming calls from your SalesMsg number to another line.

SalesMsg reviews from customers:

Devon P.

Small Business Owner

"Salesmsg is most helpful for quick, easy startup of business to consumer texting. We were able to get our business landline as a text line and easily add contacts for broadcast messages. I also really like that Salesmsg is on the up and up when it comes to compliance with new regulations on B2C texting. They make it incredibly easy to learn about these updates and also comply with the laws and regulations."

Roth B.

Small Business Owner

"It is super easy to use and set up, and is integral to our sales team being able to follow up with prospects and keep everything organized within our CRM ecosystem. The one time I had to use their support channel, they were prompt and attentive. "

3. OpenPhone | Best for those who need voice and text support 

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OpenPhone is a VoIP service ideal for small businesses and remote teams. It works well if you need a straightforward, affordable way to manage calls and texts on your existing devices. 

OpenPhone offers easy setup, user-friendly interfaces, and basic communication features like call recording and a shared inbox. However, OpenPhone lacks some advanced automation and scaling capabilities.

OpenPhone overview:

OpenPhone is a cloud-based business phone service. OpenPhone’s platform makes it easy to set up separate work phone numbers on your existing devices. This helps you separate business conversations from personal conversations.

With OpenPhone you also get features like call recording, voicemail transcription, and team collaboration tools. The platform also integrates with popular tools like HubSpot, Salesforce, and Zapier. 

OpenPhone customers find a lot of value in its ease of use, quick setup, and cost-effectiveness. This makes it an attractive alternative for smaller teams.

OpenPhone features:

• Separate Business Phone Numbers: You can set up dedicated work phone numbers on existing devices.
• Call Recording and Voicemail Transcription: Automatically record calls and transcribe voicemails for easy reference with OpenPhone.
• Team Collaboration: Share phone numbers, contacts, and conversations across teams with OpenPhone’s shared inboxes.
• Text Messaging: Send and receive SMS and MMS messages.
• Integrations: Connect with HubSpot, Salesforce, and over 3,000 other apps with Zapier.
• Easy Setup: Getting started is easy with minimal setup and a user-friendly interface.
• Unlimited Calling and Texting: Available for calls and texts within the US and Canada on all plans.

What OpenPhone customers say:

Michael S.

Small Business Owner

"HeyMarket has exactly the product we need for a price we can afford. And I have seldom seen better customer service. Every time I have reached out, I get a quick response and they are always helpful."

Michelle G.

Small Business Owner

"There are only two features we would like to have. One would be the ability to send a group message out of Heymarket or the app. The second thing would be to have the ability to have multiple phone numbers for one contact."

4. Heymarket | Best for customer support across multiple channels

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Heymarket is best for businesses looking to enhance their customer support through various messaging channels.

Heymarket overview:

Heymarket offers texting software for businesses with teams. It allows individuals to manage SMS, MMS, and other messaging channels from a shared inbox. It also facilitates seamless communication with customers, enhances team productivity, and integrates with popular business applications.

Heymarket features:

• Shared Inboxes: Manage all messages in a unified inbox accessible by the entire team.
• Omnichannel Messaging: Communicate via SMS, MMS, Facebook Messenger, Instagram Messenger, WhatsApp, Apple Messages for Business, and web chat.
• Automated Messaging: Set up drip campaigns, scheduled messages, and auto-replies.
• Templates: Use pre-saved message templates to save time on repetitive responses.
• Integrations: Integrate with platforms like Salesforce, HubSpot, Slack, Zapier, and more.
• Contact Management: Organize and segment contacts for targeted messaging.
• Team Collaboration: Assign messages, leave private comments, and route messages to the appropriate team member.
• Analytics and Reporting: Gain insights into messaging performance with detailed analytics.
• Enterprise-Grade Security: SOC 2 Type 2, TCPA, and HIPAA compliance for secure messaging.
• Custom Fields: Personalize messages with custom data fields for each contact.
• Mobile and Web Access: Use Heymarket on iOS, Android, and web browsers.

Heymarket reviews from customers:

Michael S.

Small Business Owner

"HeyMarket has exactly the product we need for a price we can afford. And I have seldom seen better customer service. Every time I have reached out, I get a quick response and they are always helpful."

Michelle G.

Small Business Owner

"There are only two features we would like to have. One would be the ability to send a group message out of Heymarket or the app. The second thing would be to have the ability to have multiple phone numbers for one contact."

5. Textmagic | Best for SMS marketing and some text support on the side

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Textmagic is a simple and versatile SMS tool. It comes with a suite of features for SMS marketing, customer service, and internal communication. 

TextMagic is an alternative customer support choice. Especially if you need a straightforward, cost-effective SMS marketing solution that can also handle some support.

Textmagic overview:

TextMagic is an SMS marketing and communication platform. It helps you connect with customers, staff, and others through personalized and automated text messaging. 

The platform supports mass texting, and two-way SMS chat, and integrates with over 1,000 apps. This makes it a powerful tool for improving customer engagement and operational efficiency. 

Customers find value in TextMagic’s ease of use and quick setup and management of SMS campaigns​.

Textmagic features:

• Mass Text Messaging: Send bulk SMS messages to large groups of contacts efficiently.
• Two-Way SMS Chat: Engage in real-time conversations with customers directly through text using Textmagic.
• Automation: Set up auto-responders, scheduled texts, and drip campaigns for seamless communication.
• Integration with 1,000+ Apps: Connect TextMagic with popular tools like CRM systems and email platforms via Zapier.
• Comprehensive Reporting: Access analytics to track the performance of your SMS campaigns.
• Custom Fields: Personalize messages with dynamic fields in Textmagic to improve customer engagement​.

Textmagic reviews from customers:

Ray M.

Research Assistant

"It's simplicity. Sending a message is incredibly simple. Just input the number (which autoformats), type your message and hit send. Programming messages and scheduling them to be sent at a later date/time, is also very easy. What is most useful, is the ability to upload pre-written messages that are saved in a library. These messages are then easily sent to new contacts or those in our Saved Contacts. Finally, its very inexpensive and doesn't require any contracts!"

Daryl S.

Sales Manager

"I am unable to connect new landline phone numbers. However, that may be more of a regulatory issue than an issue with Text Magic."

6. Zendesk | Best for large customer service teams that need comprehensive omnichannel support

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Zendesk is best for businesses and organizations looking to improve their customer service operations. 

It’s particularly effective for companies that need a scalable, omnichannel support solution that integrates with other business tools.

Zendesk overview:

Zendesk is a comprehensive customer service platform. It streamlines customer interactions and improves support efficiency.

It offers a suite of tools for managing support tickets, live chats, voice calls, and more, all within a single, unified interface. 

Zendesk also supports robust automation, AI-powered responses, and detailed analytics to enhance customer experience and support team productivity.

Zendesk features:

• Ticketing System: Automated ticket management across multiple channels like email, web, phone, chat, and social media.
• Omnichannel Support: Seamless customer interactions across various channels, with integrated voice support.
• AI and Automation: AI-driven bots and automated workflows to handle repetitive tasks and provide 24/7 support.
• Knowledge Base and Self-Service: Create internal and external knowledge bases, community forums, and self-service portals.
• Reporting and Analytics: Rich analytics and reporting tools to track customer satisfaction, agent performance, and team efficiency.
• Integrations: Over 1,200 integrations with third-party apps, including CRM, e-commerce, and project management tools.
• Open API: makes integration with existing business workflows easy.
• Mobile Support: Mobile apps for iOS and Android to manage support on the go.
• Agent Workspace: Unified workspace for agents to manage all customer interactions and collaborate with team members.

Zendesk reviews from customers:

Oliver I.

Customer Services Supervisor

"As a user what I like the best about ZenDesk is its comprehensive feature that allows Customer support and has capabilities of integration with other systems like Google Suite (Google Sheets), frequency use, and automation systems for responding to some tickets. Additionally, due to its advanced features, it allows customization according to the company's specific needs and is easy to set up."

Truman M.

Small Business Owner

"Customer service, customer service and customer service. We've purchased their top tier plan and their services teams could care less. It takes days/weeks to get a reply and the answer is typically no helpful. We've had the phone system randomly go down and had to pull teeth to get in touch with anyone who could assist. Recently, we entered a trial on an add-on and chose not to use it. Bad idea. We emailed their team to stop it and it still charges monthly. They keep sending a guide on self-cancellation even though our account isn't allowing us to do so."

7. Podium | Best for local businesses that need to improve their online reputation

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Podium is best for local businesses. The platform focuses heavily on collecting feedback and reviews. This makes it useful for improving customer engagement, streamlining communication, and getting more Google reviews.

Podium overview:

Podium is a comprehensive communication and reputation management platform. It helps businesses interact with customers through various channels such as SMS, webchat, and social media. It consolidates customer interactions, reviews, and payments into a single dashboard, enabling businesses to efficiently manage and respond to customer inquiries and feedback.

Podium features:

• Messaging Inbox: Manage two-way texting, automated messages, and internal team chats from a single inbox.
• Webchat: Engage website visitors with a webchat widget that converts chats into text conversations.
• Customer Feedback: Collect Net Promoter Score (NPS) feedback via SMS to gauge customer satisfaction.
• Online Reviews: Generate and manage reviews across platforms like Google, Facebook, and TripAdvisor.
• Payments: Collect payments via text, supporting various payment methods including credit/debit cards and mobile wallets.
• Analytics: Access business insights and competitive benchmarking through an analytics dashboard.
• Mobile Application: Communicate with customers on the go using Podium’s highly-rated mobile app.
• Surveys: Gather customer feedback through customized surveys sent via SMS.
• Teamchat: Facilitate internal communication with 1:1 and group messaging features.
• Integrations: Seamlessly integrate with CRM, ERP, and POS systems for automated review invitations and messaging.

What Podium customers say:

William P.

Small Business Owner

"I think there is a higher learning curve than people may think unless you really are thorough with everything and bring it up during onboarding. It is very limited in the way you can't move the chat widget, change the appearance of landing page designs (not fields), and other issues like you're set with only x amount of sms texts. There are many other services out there that are cheaper than what you pay for Podium."

Stephanie M.

Small Business Owner

"I like that we are able to text our clients and have a record of all our conversations without having to worry about them being accidentally deleted. I also like that it provides an instant way to communicate with our clients and syncs with our social media and google accounts. It was easy to get all of our team members set up and ready to text our clients. I like that our clients are able to text us as well to one central number and our entire team is able to see it and keep track of the conversations. We use it every day."

8. Weave | Best for dental and medical practices

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Weave is best for dental and medical practices that need a platform to manage patient interactions. It’s also best for streamlining office operations and enhancing patient engagement.

Weave overview:

Weave is an all-in-one communication platform designed to improve patient and customer interactions. It does this through features like automated reminders, online scheduling, integrated payment processing, and review management. 

Weave integrates seamlessly with various practice management systems. The platform provides a unified solution for office management and patient communication.

Weave features:

• Patient Communication: Automated reminders, confirmations, and personalized communications via text, phone, and email.
• Appointment Management: Efficient scheduling, rescheduling, and cancellations with automated reminders to reduce no-shows.
• Reviews and Reputation Management: Send review requests and manage online reviews across multiple platforms.
• Payment Processing: Secure and efficient transactions, including text-to-pay and payment plans.
• Two-Way Texting: Real-time text conversations with patients for inquiries and information sharing.
• Analytics: Track key performance indicators, patient satisfaction metrics, and financial data.
• Patient Information Management: Centralized patient profiles, treatment history, and contact details.
• Team Collaboration: Internal messaging system for streamlined communication among staff.
• Automated Marketing Campaigns: Targeted outreach, promotions, and announcements to engage patients.

Weave reviews from customers:

Janet D.

Small Business Owner

"I think Weave is a fantastic platform for office use and patient communication. Our office uses the interoffice text/instant message communication feature to communicate with each other during the work day. We also use the text feature to quickly and efficiently communicate with our patients multiple times a day."

Craig E.

Small Business Owner

"Very unreiable automessaging. Weekly failures of the system requiring calls to get support to restore functionality. Very time consuming and frustrating. No explanation from Weave about why the problems are fixed and then repeatedly fail week after week. In addition, the desk app interface is very small, the size of a cell phone screen. We've requested that this be increase and made scalable since we started using Weave, but they haven't changed it."

9. Google Voice | Best for super small micro businesses working in Google’s app ecosystem

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Google Voice is a useful voice and text app for small businesses and individual freelancers. It’s a cost-effective, easy-to-use, solution that works well for those using the Google Workspace ecosystem.

Google Voice overview:

Google Voice is a cloud-based VoIP phone service that provides users with a single phone number for calls, messages, and voicemail. 

You can send texts with Google Voice. However, its stronger features are call forwarding, voicemail transcription, and integration with Google Workspace apps. This makes it a convenient and flexible communication tool for both personal and business use.

Features:

• Unified Phone Number: Use one phone number across multiple devices for calls, texts, and voicemails.
• Call Forwarding: Automatically forward calls to multiple devices.
• Voicemail Transcription: Convert voicemail messages to text.
• Spam Filtering: Block spam calls and messages.
• Call Screening: Identify callers and screen calls before answering.
• Integration with Google Workspace: Seamless integration with Google Meet, Calendar, and Gmail.
• Multi-Device Access: Available on web, iOS, and Android devices.
• Affordable Plans: Cost-effective plans starting at $10 per user per month.

Google Voice reviews from customers:

Emma M.

Teacher

"I like using a Google Voice number to contact people without giving my cell phone number. It is also very convenient to access phone calls from a variety of devices."

Brittany V.

School Counselor

"Sometimes there are some technical issues, including not always ringing or sending a notification to my phone when someone messages me. I often won't know until I check my email."

10. Twilio | Best for developers adding SMS as a support channel to an application

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Twilio is best for developers looking for a flexible and scalable communication platform. 

It’s great for developers and companies that need to integrate SMS, voice, email, and video into their applications.

Twilio overview:

Twilio is a cloud-based platform. It provides communication APIs that enable businesses to build and manage various communication services. 

These APIs cover a wide range of functionalities, including SMS, voice, email, video, and 2FA. Each feature makes it possible for companies to create personalized and efficient customer engagement solutions.

Twilio features:

• Messaging APIs: Send and receive SMS, MMS, WhatsApp, and other messages.
• Voice API: Make, receive, and manage voice calls with advanced call controls.
• Email API (SendGrid): Send and manage high-volume emails with delivery insights.
• Video API: Integrate video conferencing and recording capabilities into your apps.
• Twilio Verify: Implement secure two-factor auth.
• Conversations API: Enable two-way messaging across various channels.
• Programmable Chat: Build chat applications with rich features like media messaging.
• Call Tracking: Monitor and analyze call performance.
• API for Integrations: Integrate with CRM, marketing platforms, and other business tools.
• Developer Tools: Use Twilio Studio, a drag-and-drop builder, and serverless environments for quick app development.

Twilio reviews from customers:

Ramon C.

Co-Founder and CMO

"Twilio is one of the most reliable API for SMS and messages in the market, also the prices are pretty competitive and it lets you perform code validation through SMS and Calls and for Whatsapp it already has a complete API."

Chrissy M.

Director of Business Development

"There was a slightly higher learner curve with using Twilio that we had seen with other options; however, this was easily overcome and we now have a firm understanding of how to best utilize the program."

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Answers to Frequently Asked SMS Customer Service Questions

Below is a list of answers to frequently asked SMS customer service questions.

What is text message customer service?

Text message customer service is using SMS (Short Message Service) to communicate with customers. It allows for quick, convenient, and direct interactions. It enables you to answer questions, resolve issues, send updates, and provide conversational assistance via text.

Can I automate responses with SMS customer service?

Yes, most SMS customer service platforms like MessageDesk allow you to set up automated text responses. This includes autoresponders for common questions, out-of-office messages, and scheduled follow-ups​.

Are text messages a secure channel for customer service communications?

You can treat text messaging as a secure channel, but it depends on how you use it. SMS is not a secure channel. It does not offer encryption. 

Businesses like medical clinics can still use SMS for customer service. They just have to stay HIPAA compliant and not send or receive patient health information. This same standard applies to schools, financial institutions, and others.

How can I personalize text messages for better customer engagement?

You can personalize SMS messages by using customer data to tailor messages to individual preferences or behaviors. This can include addressing customers by name, referencing past purchases, or sending targeted promotions based on customer segmentation​​.

Can I send and receive MMS (multimedia and pictures) with a customer service platform?

Yes, many SMS customer service platforms support MMS (multimedia messaging service). They allow you to send and receive multimedia messages like pictures and videos. This can enhance your customer service. You can exchange detailed visuals and information​​.

Can I integrate SMS with my existing customer service software?

Yes, you can integrate many SMS platforms, like MessageDesk, with existing customer service tools. These include CRMs helpdesks, and other communication platforms. Be sure to check which integrations your sms customer service platform supports for specific details.

How do I ensure my text messages always get delivered?

To make sure your text messages get delivered you need to complete A2P 10DLC carrier registration. This includes making sure your customers opt-in to receive your text messages.  For best results, keep your messages relevant and concise, and follow carrier guidelines for content and frequency.

Can SMS customer service help reduce call volumes?

Yes, texting customers can significantly reduce call volumes. SMS allows your customers to resolve issues through text messaging instead of phone calls. This frees up time for you and anyone on your support staff. It also provides customers with a more convenient way to communicate​​.

Add SMS Superpowers to Your Phone Line

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Ready to start texting for customer support and service?

SMS customer service software can simplify your messaging and help your business or organization support customers.

When used correctly, they're a fantastic way to build and maintain positive experiences with your contacts, customers, and clients.

Start sending texts with MessageDesk today. Meet with a messaging expert for a demo and to get started today.