SMS Templates For Customer Service

Introduction 

The global SMS marketing industry is expected to reach a valuation of $84 billion by 2030. One of the major reasons for this growth is the adoption of SMS marketing by a majority of businesses to manage customer relationships. 

SMS is an effective marketing and communication channel that helps you acquire and retain customers. Modern businesses also use customer service texting to foster consumer loyalty.

So in this guide, you will have a look at the many ways in which you can utilize customer support texting with use cases and free SMS templates for customer service! 

What Is Customer Service Texting?

SMS for customer service refers to using SMS as a means of communication for businesses to improve customer support be it for sharing updates, promotion and marketing SMS, quotes, feedback forms, etc. 

This can be achieved easily by using a customer service texting software such as Emitrr that has all the features and capabilities to make SMS customer service a painless process. 

Use Cases of SMS Customer Service 

Whether you are a healthcare professional, home service provider, retailer, etc. there are plenty of ways in which you can utilize SMS customer service for your business. Be it for sending survey text messages, text message marketing, to communicate with customers etc. Let’s have a look at some of the common use cases of SMS customer service and their sample text messages.

1. Resolve order issues 

Modern buyers want constant updates about their orders. If their order reaches the local warehouse, they want to know. If the delivery is delayed, they want to know.

Sure, you can add a tracking link to the orders. But tracking links requires your customers to manually track the link. Instead, you can automate text messages for delivery and delay updates.

2. Answer customer queries 

Text messaging is one of the fastest ways to help your customers. Imagine being able to text customer support when you need help instead of waiting for support via live chat or email.

3. Share a quote 

If you have a home service business such as plumbing, fencing, carpet cleaning business, etc. then you can utilize this sample text message to share a price quote with a link and confirm bookings immediately! 

4. Offer updates for customer service

By being pro-active by sharing updates about your business you can better communicate with your customers. Also, by sharing updates on a regular basis, you can keep reminding your customers that you exist which can lead to retention.

5. Share payment updates 

Reminding clients about payments is always tough. So why not let automated systems remind clients about payments for you?

Payment reminders aren’t tough just for you. They can be embarrassing for the client as well. Using SMS messaging to remind clients about payment looks more professional and makes you and the client more comfortable about the situation.

6. Troubleshoot a problem

System glitches and other errors, such as login/logout issues and password reset issues, are common. Help your customers troubleshoot a problem they are having with your service via SMS and save precious time that may go waste on explaining all the steps on a call instead. 

7. Address poor customer experience

So Your customers faced a poor experience with you? Nothing will make you lose a customer like a poor experience that goes unnoticed. Communicate with customers, show them that you care about what happened by sending them a simple apology text! 

8. Appointment reminder

As a medical, legal, or business professional, you’ve probably had clients cancel at the last minute or never show up. The result? You lose revenue and time. To avoid this, send automated reminders via SMS.

9. Promotions & offers 

Running any offers or simply want your customers to give you a visit again? Send them promotional SMS or offers.

10. Use survey and polls to collect customer feedback

Want customer feedback to improve your business operations? Send survey forms and review links easily via SMS. 

11. Collect Google reviews

In today’s competitive world, it is essential to make your business stand out with plenty of positive reviews. So reach out to your customers to collect google reviews, communicate with your customers and boost your business’s reputation!

SMS Templates For Customer Service

You do not have to write write sms to a customer. Depending on the nature of your business and need, here are different SMS templates for customer service that you can use: 

1. Call/Text For Assistance – Template

2. Refund Process Delay – SMS Templates

Hi {{firstName}}, We deeply apologize for the delay in processing your refund, and we genuinely understand the inconvenience and frustration this has caused. Please know that we sincerely regret any disruption this may have brought to your experience.

We want to assure you that our team is diligently working to expedite the refund process and resolve this matter as swiftly as possible. Your trust is invaluable to us, and we are fully dedicated to rectifying this situation promptly. Once again, we extend our sincere apologies for any inconvenience this has caused, and we genuinely appreciate your patience and understanding during this time. Should you have any further questions or concerns, please do not hesitate to reach out to our caring Customer Support Team, who will be more than happy to assist you in any way they can. Thank you for choosing our services {Business Name}

3. Addressing Poor Customer Experience – SMS Templates

Hi, {{firstName}}. Thank you for taking the time to contact us, and I’m so sorry about your experience. We’re usually known for providing great customer service, and we regret missing that standard. We’ll have someone reach out to assist you. You may also contact us M-F 6am-6pm at XXX-XXX-XXXX.

Thank you so much for taking the time to share your experience. We strive to provide excellent customer service and are pleased to hear we were able to help you. Please don’t hesitate to contact us if there is anything more we can do for you.

4. We Are Closed – Template

Thank you for texting {Business Name}. You have attempted to reach us outside of our normal business hours. Office hours are M-F 8 am-5 pm and Saturday 8 am – 12 pm. We are closed on Sunday. If you need a quote, please click on this link and fill out the form: {Form link} We will follow up on the next business day. {Business name}

5. Requesting A Feedback – SMS Templates

Thanks for choosing {Business name}. We pride ourselves on customer service and it’s your feedback that makes it possible! We’ll send you a $15 Amazon gift card if you take a minute to leave us a review on Google. Just click the link below or search “”{Business name}”” on Google and leave a review there.  {Review Link}  Thank you, {Business name}

We highly value your opinion and want to improve our services to better meet your needs. We kindly request that you take a few minutes to fill out our survey form, which can be found at {website}. Your feedback is important to us, and we appreciate your time in helping us better serve you. Thank you for your cooperation. Sincerely, {Business name}

6. Technical Issues – Template

Hi {{firstName}}, Our system is encountering some issues at the moment. Give us a moment to look into this and we will make sure you’ll get taken care of. Thank you for your understanding. Sincerely, Customer Service, {Business name}

Hi {{firstName}}, We sincerely apologize for the inconvenience caused by the queued transactions. We encountered some unexpected errors that slowed down our processing time. We understand how frustrating this can be for you, and we want you to know that we are doing everything we can to expedite the process. Rest assured that we are taking measures to prevent such errors from happening again in the future. We are constantly reviewing our systems and procedures to ensure that we provide you with the highest level of service and reliability. Please do not hesitate to reach out to us if you have any further concerns or questions. Best Regards, {Business name}

7. Payment reminder – Template

Hi {{firstName}}, we just wanted to follow up with you regarding an outstanding payment for the cleaning that was performed a couple of days ago. Please give us an update on when you will be taking care of your payment. If payment has been made, please disregard this message.  Thank you!

Hi {{firstName}}! Thank you for your business. Please make the payment for the co-pay by clicking the link here xxx. The total amount owed for the visit is $xxx.00. If you have any questions, please feel free to call us at Business Phone or reply back to this text.

8. Appointment Reminder – Template

Hello {{firstName}} ! Just wanted to send you a quick reminder that we have an appointment scheduled for : Appointment time: Appointment Date : Location :  Looking forward to seeing you then!

Build Customer Loyalty Through Emitrr’s Texting For Customer Service

SMS for customer support can help you acquire new customers, foster loyalty, engage your customers, and offer fast and reliable support. However, you need a comprehensive SMS solution to offer top-notch customer experiences over SMS.

That’s where Emitrr comes in. Emitrr is an all-in-one communication platform that helps small businesses interact with customers more effectively and put customer engagement on autopilot. If that sounds interesting, schedule a demo today!

We hope these free SMS templates for customer service were useful for you!

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