sms templates for customer service

39 SMS Templates for Customer Service for Promising Business

(Last Updated On: September 19, 2021)

Use of SMS templates for customer service is awesome for any business. Apart from the dependability of SMS sending, texts are rapid, inexpensive, and the results can be reviewed immediately. It’s effective, easy to set up and operate, and has a quick impact on answers and sales possibilities. Increase client retention by using SMS text messaging for your business. In this article I am going to share 39 stunning SMS templates for customer service you can copy and apply in any niche.

When you utilize SMS templates for customer service for business, you can and will get better marketing, sales, and customer service outcomes than you would with standard text messaging. You’ll do things like: Personalize your marketing outreach by including extremely engaging and relevant content.

What Are SMS Templates?

Advanced business SMS platforms virtually all the time supply effectivity options that expedite or eradicate easy duties. These effectivity instruments—like SMS templates—help you spend more time resolving buyer wants as a substitute of finishing the identical duties again and again.

SMS templates are reusable texts. They assist you shortly reply FAQs and ship mass texts. Enterprise-grade business SMS platforms allow you to embrace photos and hyperlinks inside SMS templates. They additionally help you embrace house for customized fields, which your business SMS platform makes use of to personalize outgoing texts.

SMS templates for customer service

We’ve rounded up 39 must-have SMS templates for your customer service team so you may get a deal with on finest practices. Feel free to regulate and use any of the examples you see.

1. Respond to a request for a session/demo

If your consumer intake process features a session, use this to direct us to your reserving web page.

Hey {{First Name}}, thanks for your curiosity in working with me. I’m reserving consultations for August. You can choose a time that works for you right here – {{link}}. Looking ahead to speaking!

2. Comparing pricing plans

If you supply a number of pricing plans, this can be useful.

Hi {{First Name}}, our Basic plan begins at $X/month and our Pro plan begins at $Y/month. Our Basic plan is the finest fit for people. Our Pro plan is optimized for groups and has some superb collaborative options. Are you in search of an possibility for yourself or your team?

3. Social media comply with

Think your buyer would get pleasure from your content on social media? Let them know.

Great speaking to you! Would love to remain in contact with you on social media. Thought you’d benefit from the content we share on our Instagram page – {{link}}

4. Templates for Customer Service

Use SMS templates for customer service as an approach to enhance buyer experience or to take care of your requirements. These SMS templates for customer service are supposed to hold clients knowledgeable of what’s happening in order that they hear it from you first.

This additionally minimizes the need for patrons to call into help to ask the identical questions repeatedly, which ties up the client help team’s time as a substitute of permitting them to have interaction in more value-added duties, like processing orders or managing feedback obtained by way of social channels.

Issue decision. “Hi <>, this is to confirm that your recent support ticket <> has been resolved and closed. We thank you for your patience.”

Follow-up survey. “Hi <>, thank you for your recent inquiry. Let us know how we did by completing this short survey. It takes less than a minute to complete <>.”

Company updates. “Hi <>, we want you to be one of the first to know that we’ve merged with company X. This won’t change your online experience in any way; we’re just excited to share the good news. Read the full announcement here <>.”

Lapsed buyer re-engagement. “<> it’s been a while; we miss you! Let us know if there’s anything we can do to improve your experience or if you have any questions for us. We value you and would love to hear from you <>.”

Pro Tip: Use your SMS templates for customer service to gauge buyer satisfaction. In truth, use wealthy media messages to ship surveys that seize the client satisfaction rating (CSAT).

Ask clients to rank their satisfaction on a scale of 1 to five or 1 to 7. Based on their responses, use buyer insights to enhance facets of your business, like replace your product choices to match buyer wants.

5. Tracking buyer bug experiences

If you supply a software product and supply help through SMS, you’ll probably get bug experiences by way of textual content. Use this template as an affirmation to let clients know the problem has been logged by your team.

Hi {{First Name}}, thanks for letting us learn about this concern. I’ve notified our team and we hope to resolve it in a short time. We’ll attain out to you as soon as now we have an update or if we need any further information.

6. Asking for clarification on a problem

When serving to your clients through textual content, getting readability is essential.

Hi {{First Name}}, I’m sorry to listen to that you simply having points. Could you please make clear the issue that you’re experiencing? What steps did you are taking before it occurred? Thanks!

7. SMS Templates For Status Alerts

Sometimes it takes a couple of days to resolve a buyer drawback. In these circumstances, it is sensible to ship an update in order that they know your team is engaged on it.

Hello {{first name}}, that is {{agent name}} from Eloise The Dressmaker. We are nonetheless working on your order (#{}), but we anticipate that it will likely be full by {{pick-up date}}. Please text back when you have any questions!

8. SMS Templates For Order Or Resolution Confirmations

When somebody locations an order or requests a return, you don’t need them to wonder if your business bought the message or not. In these circumstances, you’ll want to ship a fast message confirming that your business is on it.

Hi {{first name}}. Your Denise’s Hair Products order #{} has been confirmed. We will textual content you when it ships. Reply with STOP at any time to unsubscribe from SMS notifications.

Hey {{first name}}, it’s {{agent name}} from Action Gym. Your refund for {{class name}} has been issued. Expect to see it in your bank account in 5 to 7 business days!

9. Personal welcome message

Want to impress your clients? Send them a personal welcome text message and schedule calls with them as wanted.

Hey! This is {{Your Name}}, one of many founders. I wished to personally welcome you to {{Product}}. How’s it going to this point? Let me know if I may also help with something as you get began.

10. Feature request tracked

Don’t let a bit of suggestion slip away.

“Hi {{First Name}}, thanks for your feedback. We have shared it with our team. Feature requests are very important to us, and they are implemented directly into our product roadmap. While we don’t currently have a timeline on this feature, we’ll reach out to you once we do.”

11. SMS Templates To Confirm Opt-In

Since you all time need to get written approval to ship texts to clients, you would possibly as effectively create a template for opt-in confirmations.

To decide for SMS updates, clients can textual content a selected quantity or test a field in a web-based kind. Once that’s carried out, your business texting service can ship a templated message to substantiate the decide-in. These templates may be tweaked to your business name and elegance with ease.

Hi {{first name}}, thanks for opting in for SMS updates from {{company name}}! Please reply with Y to substantiate. You can text STOP at any time to unsubscribe.

12. SMS Templates For Feedback Requests

Feedback requests, whether or not despatched straight after a dialog or later within the buyer journey, are important to your business.

They can present important insight into the client experience and even increase your online presence. Using textual content message templates ensures that you simply ask for suggestions the right approach every time.

I loved speaking with you right now, {{first name}}. Would you take into account leaving our team some suggestions? If so, please take this 2-question survey: {{survey link}}. Reply with STOP at any time to unsubscribe from SMS notifications.

Hi, {{first name}}! We at The West Side Auto Shop hope you’re doing effectively right now. As a rewards buyer, would you be excited about spreading the information about our providers? If so, please depart a Yelp review right here: {}. Reply with STOP at any time to unsubscribe from SMS notifications.

13. Feature request on the roadmap

Are you engaged in the function your buyer requested for? Let them know.

Hi {{First Name}}, thanks for your suggestions. You’ve requested and also you shall obtain! We’re planning on releasing that function within the next launch. We’ll let you already know when it’s prepared!

14. Subscription canceled

Treat your clients effectively, particularly in the event that they depart.

Hi {{First Name}}, we’re unhappy to see you go. I’ve gone forward and canceled your subscription. Could you give us any suggestions as to how we will improve? Thanks, a lot!

15. Customer follow-up

Keep follow-ups brief and pleasant.

Hey! I wished to ensure that your whole questions have been answered. Please tell us. Happy to assist with the rest.

16. Share standard policies or procedures

If you need to comply with any policies, create a snippet your team can simply share.

We’re wanting ahead to having you go to. Please notice {that a} face mask/overlaying is necessary to enter the property. Thanks for serving to hold us all protected!

17. Ending conversations

Wrapping up a dialog on positive notice is as essential as an excellent start.

Glad I used to be ready that can assist you out. If you’ve got any additional questions, please you’ll want to tell us. We’re comfortable assisting and can be found right here between 9 AM and 5 PM PST each day. Have a great day!

18. Templates for Onboarding

The first few messages a buyer receives are a few of the most essential. These SMS templates for customer service set the tone of the experience and put together clients with the information they need to know.

Information at this stage of the client journey additionally helps clients study as a lot as possible in regards to the worth of your merchandise supply.

Welcome message. “Hi <>! We’re so excited that you’ve decided to purchase <>. It’s designed to help you <>. You can expect to hear from us <> times a month with special offers, product updates, and more. Contact us at <> if you have any questions.”

Product information. “Hi <>, thanks for purchasing <>. To help you improve <>, here’s a link to our easy-to-use product guide. Contact us at <> if you have any questions.”

Product intro. “Hi <>, here are some recommendations and tips for using <>. You’ll receive a few more tips over the next <> days to help you get the most out of your new purchase. In the meantime, get in touch by calling <> if you have any questions.”

Pro Tip: To keep away from clients churning early of their journey, make the worth you supply clear throughout your onboarding message marketing campaign.

Do this by reiterating a few of the advantages your product provides or by highlighting the options your product provides when catering to the challenges clients experience.

Also, use your welcome message to guide clients throughout their first interplay along with your product. One possibility is to incorporate a link to product ideas in your product intro message.

For instance, link to a web page in your website to make it simple for brand spanking new clients to seek out what they need.

19. Respond to a request for a quote

If you’re providing a service, you’ll probably get requests for quotes. This snippet will assist you to streamline this process.

Hey {{First Name}}, thanks in your curiosity in {{Company Name}}. We’d be comfortable giving you a customized quote. Would you thoughts answering a fast kind in order that we will give you probably the most correct estimate? Here’s the link – {{Link}}

20. Comparison to opponents

Be ready for any competitor comparability questions.

We get requested this gorgeous regularly. For starters, all of our merchandise is confirmed to be protected to make use of round coyotes, whereas Acme Corp can solely assure the security of roadrunners. We even have this detailed information the place we additional examine us to Acme – {{link}}

21. SMS Templates For Delivery Notifications

At this point in time, people need step-by-step notifications for his or her packages or meal orders. Creating an SMS template for the supply process can prevent time that may in any other case be spent creating the identical SMS again and again.

Hi, {{first name}} that is Lucia’s Pizza! Our driver is on the way in which along with your order of {}. We’ll be there in {supply velocity}.

Hello, {{first name}}, your order of {{order contents}} has shipped and can be arriving by {}. Please discover more particulars about your supply right here: {monitoring link}.

22. Ask your clients for a review

88% of shoppers trust online critiques as a lot as personal suggestions. But many companies don’t ask their clients for critiques.

If you’d be so kind, we’d significantly respect a review on Google. Reviews assist us to get suggestions to enhance the service and get more people to discover {{product name}} Here’s the link – {{link}} Thanks lots!

23. SMS Templates For Action Reminders

Sometimes clients need a bit of reminder that they’ve to finish an action, whether or not or not it’s calling your office or submitting paperwork.

SMS templates for customer service are a great strategy to ship these reminders, and if you need to ship them usually, it would be best to think about using SMS templates to expedite that process.

Hi {{first name}}, that is {{agent name}} from Ace Literary Magazine. We observed that your software isn’t full. To proceed, might you re-enter your profile information by {{renewal date}}?

Hey, {{first name}}, it’s {{agent name}} from Lakeland Realtors. The different occasion has signed the deal and we’re prepared to shut! I despatched you an email with step-by-step directions about which paperwork is required and the place to add them. Please let me know when you have any questions.

sms templates for customer service

24. Introduction/greeting message

First impressions are essential, even when texting.

Hi there! {{Your Name}} right here from {{Company Name}}. Is there something I may also help you with right now?

25. Directing clients to help documentation/assist articles/FAQ

Use this snippet if you need a bit more time to analyze a problem or reply to a query.

Hi {{First Name}}, thanks for reaching out. I’m comfortable assisting along with your query, however, first, have you ever had an opportunity to take a look at our Knowledge Base? {{link}}

26. Updating clients about ongoing points

Keep your clients posted on any points they could have reported.

Hi {{First Name}}, thanks for your patience. Our team remains to be wanting into your concern. We hope to have a repair quickly, and we’ll attain out to you if we need any more information.

27. Updating clients when points are resolved

Share the excellent news is you’ve mounted the problem.

Hi {{First Name}}. We’re reaching out to let you already know that the problem that you simply beforehand reported has been resolved. Please give it one other try to tell us the way it goes. Fingers crossed!

28. Resolving billing points

Billing points are pretty frequent and a cost reminder may also help guarantee clients make their funds.

Hi there, it appears to be just like the bank card in your account has been expired. Would you continue to prefer to hold your service lively? If so, might you please replace your cost information on file? Here’s the link – {{link}} Thanks!

29. Refund issued

Handle refunds with class and empathy by these SMS templates for customer service

We’ve refunded your buy. The funds ought to present up in your account in 5-10 business days. Please tell us when you have any questions or if there may be the rest we will do for you.

30. SMS Templates For Web Chat Follow-ups

When clients abandon their net chats, there’s not a lot a customer support agent can do. If the online chat user has exited your business’s website, your groups merely can’t contact them once more.

That is, except they opted in for SMS updates. If net chat users are additionally in your business SMS system, you possibly can ship fast follow-ups to make sure they don’t need further help.

Hi, {{first name}}! This is {{agent name}} from {{company name}}. Did you’ve got any more questions for us, or did you get the reply you wanted?

Hi {{first name}}, it was great speaking with you right now. I simply wished to be sure you didn’t need the rest before I shut out your ticket!

31. SMS Templates For Circle-in Notes

Some buyer conversations, particularly in the event that they contain conflict resolution, require follow-up SMS templates for customer service. Because they’re so frequent, that is one other space the place you need to use textual content message templates.

Hi {{first name}}, that is {{agent name}} from Artsy Antiques. I used to be questioning whether or not everything has been going effectively along with your order since our final dialog?

Hey there {{first name}}, it’s Amy’s Flowers right here. Is your order of {occasion kind} flowers to your liking? Is there the rest we will do before your large day?

32. Templates for Transactions

Transaction SMS templates for customer service consult with content shared after clients make a purchase order. These messages serve two functions.

First, they assist hold clients knowledgeable of the standing of their orders. With providers like Amazon Prime that give clients the choice to obtain their order within 24 hours, clients anticipate quick supply. Use transaction messages to maintain clients up to date.

Second, transaction messages help you nurture the client relationship and foster loyalty. The experience clients have after they make a cost helps them determine whether or not they’ll purchase more merchandise from you sooner or later.

A foul experience places you liable to dropping a return buyer, whereas a positive experience helps place you as a company that places buyer wants first.

Order received. “Hey <>, thanks for your order! We’ll let you know when it’s on its way. In the meantime, check out what other new customers are saying about their experience so far <>.”

Order delivery standing — shipped. “Hi <>, your order has shipped. Click here to find out when it will arrive <>.”

Order delivery status — delayed. “Hi <>, your order is on its way but expect delays. Your new estimated delivery date is <>. Contact us at <> if you have any questions.”

Order delivery standing — missed. “Hi <>, it looks like we missed you. We attempted to deliver <> but were unable to. Click here <> to schedule a pickup time at your nearest postal office.”

Abandoned cart. “Hey <>, we noticed that you added <> to your cart but didn’t check out. If you complete your purchase by <>, use offer code <> at checkout to save an extra 10%.”

Thank you/reminder to return back. “Hi <>, how are you enjoying your <>. Other customers who also purchased <> also bought <>. We think you’ll like it too. Click here to learn more <>.”

Customer suggestions. “Hi <>, do you have a sec? We’d love to hear from you. Let us know about your experience with <> so far by sharing a review. Click here to get started. We appreciate your feedback!”

Pro Tip: The SMS templates for customer service above are brief and easy, however, they primarily work as a result of they hold clients knowledgeable. Even if you need to share troublesome information with clients — like late deliveries — allow them to know.

Their buyer experience is improved once they know what to anticipate upfront. Keep in thoughts, textual content messages are opened within seconds of being obtained, so a well-timed message provides clients an opportunity to make alternate plans.

33. Webinar/occasion reminder

You spend a lot of time selling your occasion, however, many people who’ve registered don’t present up. Don’t let your occasion get lost of their busy inbox.

Hey {{First Name}} – {{Your Name}} at {{Company}} right here. Just sending you a note as we’ll be beginning our webinar in 10 minutes. Hope to see you there! The link to affix is in your email – let me know when you have any points becoming a member of.

34. Customer re-engagement

Use these SMS templates for customer service to re-engage along with your clients.

Hi {{First Name}}! This is {{First Name}} from {{Company}}. I wished to succeed in out with reference to having you be a part of us for {{Event Name}}. Would that be of curiosity to you?

35. SMS Templates For After Hours Or Busy Replies

Your SMS customer support team will need to have a busy reply and an after-hours reply in place, so you possibly can let your clients know precisely when they’ll hear from you. These popular templates may be automated as effectively.

Hi there! Our SMS customer support hours are Monday by way of Friday, from 9am PST to 5pm PST. We sit up for responding then.

Thanks for texting Sam’s Cupcakes! It will take about 2-5 minutes for a team member to reply. Talk to you quickly!

36. SMS Templates For Appointment and Meeting Reminders

If you’re a business that depends on appointments for income, SMS is the proper strategy to scale back no-shows. And because you’ll be sending appointment reminders as it’s, you would possibly as effectively have templates ready in your appointments. These can work for conferences, too, particularly in case your business is utilizing SMS to streamline inside operations.

Hello {{first name}}, Starlight Spa right here. You scheduled an appointment with us for {{appointment date}} at {{appointment time}}. It’s at our {{appointment location}} office. Please reply to substantiate or reschedule. Reply with STOP at any time to unsubscribe from SMS notifications. Thanks!

Hi there, {{first name}}, that is Friendly Dentistry. Please bear in mind to schedule your {{upcoming service}}. Text back to make your appointment. Reply with STOP at any time to unsubscribe from SMS notifications.

Hi {{team name}}, don’t neglect the all-hands meeting on {{meeting date}}. Click {{link}} to affix. Please textual content back if you happen to can’t attend.

37. Follow up after leaving a voicemail

80% of calls go to voicemail and the average voicemail response rate is 4.8%. What if you happen to despatched a text as a substitute?

Hi {{First Name}}, that is {{Your Name}} from {{Company}}. Just referred to as and bought to your voicemail. I’m reaching out as you left your quantity on our site and talked about you’d prefer to study our providers. When can be an excellent time for a call? Thanks!

38. Follow up on missed telephone calls

Turn missed calls into potential new business along with SMS templates for customer service.

Hey! Thanks for calling {{Company Name}}. Sorry to overlook your call! We’re comfortable helping through textual content or if you’d choose a callback, please choose a time that fits your finest right here – {{Calendar Link}} Thanks!

39. Text Message Templates for Special Offers

Promotional messages embrace incentives that encourage clients to return back and purchase more. The finest time to share a lot of these messages with clients is after they’ve had time to make use of your product and experience the worth you promised.

By this level, they’re more receptive to the particular provides as a result of not solely do they get to purchase merchandise they like, they get to economize whereas doing so.

Discount provides. “Hi <>, save $30 when you spend $100 or more between <>. Click here <> to browse through our new arrivals.”

Product gross sales. “Ready to save big? All clearance items are 50-70% off until <>. Head over to the store before you miss out <>.”

New product launches. “<>, we’re excited to announce we’ve launched a new <>! Be the first to get one when you use offer code <> to save $20.”

Referral program invites. “Share the benefits of <> with your friends and family. Give them $25 towards their first purchase when they use your personal referral code <>. You’ll get $25 when they do!”

The special event provides and gross sales bulletins. Use these to rejoice buyer anniversaries, an upcoming vacation, or a birthday. “Happy Birthday <>! As an extra-special thank you for being a loyal customer, here’s $50 on us. Use it toward any of your favorite products. <>.”

Pro Tip: You’ll discover that most of the textual content message templates above embrace a deadline inside the supply. This method builds a way of urgency — clients need to act now or risk lacking out on the sale.

The sense of urgency is tied to the Fear of Missing Out (FOMO) as a result of it’s understood that different clients obtained the identical message, and a few of them will comply with up on the supply.

In order to keep away from lacking out on what others will take part in, clients are inspired to behave now. These SMS templates should be awesome for customer service, right?

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