5 minutes to read

How Can You Use SMS to Improve Customer Service? 7 Practical Tips and Strategies

The key to building and sustaining a successful business is good customer service. It’s an unspoken truth and while it may look simple to an outsider, there are a lot of things that go into the business of keeping your clients happy. 

Companies increase their revenue by 10-15% by making the customer experience the number one priority. As a result, loyalty increases by 20% which helps those companies to be on top among competitors.

In recent times, beyond using Viber bulk sender software, one of the most effective ways of reaching out to your customer base and keeping in touch with them has been through SMS. 

Surprising, right? Well, SMS has proven to be a fast, reliable, easy, and cost-effective way of maintaining that connection. Simply put, SMS works with any phone anywhere in the world. And with SMS marketing, you can communicate with your customers instantly and with a personal touch. In fact, 8 in 10 people open their messages just to check what’s inside. 

Why Should You Use Bulk SMS?

This is a great way to build customer loyalty and go above and beyond a mere commercial exchange. 

A dentist could send out appointment reminders so her patients don’t miss their dates . The more targeted the tips, the better, and any piece of useful advice that’s tailored to their needs will make the client feel that they’re on your VIP list. 

The quality of your service provider and your message content will either enhance or degrade customer loyalty to your brand and this could either gain or cost you valuable referrals.

 A couple of facts to think about:

  • 8 in 10 customers say they get frustrated with being put on hold on a phone call or depending on a computer for support.
  • A little over 50% prefer text messaging over their current form of communication for customer service or support, which is saying something. A custom link shortener also goes a long way in helping you catch your customers’ attention.

Here are a couple of things to consider as an advantage of using bulk messaging for customer support and building lasting relationships.

  1. Response rate

A whopping 30% of customers say they prefer SMS-based messaging for support issues and queries.

  1. Efficient automation

The simplicity of the bulk SMS messaging service can be combined with automation. That way, you can keep your customers informed and involved in the whole process

  1. Flexibility and time buying

SMS support is far more flexible than phone-based customer service as this can buy you time to think through your reply and send the right message.

SMS service providers can help your business deliver exceptional experiences that keep your customers coming back. We know customer care is a priority. So you need to ensure you’re using the right platform to reach your customers quickly and efficiently.

Three Ways Bulk SMS Can Improve Your Customer Service

You’ve made it this far so it’s only fair you get acquainted with using bulk SMS to improve your overall customer experience. Your brand goal in terms of its customer interactions is to generate loyalty and there’s no better way to do that than to offer great products, and quality services and to be responsive to your customers.

  1. Show your customers that you care

You can talk to your clients about all kinds of issues they are experiencing, inform them of new developments and send instructions whilst maintaining a personal connection with them.

  1. Offer occasional freebies via promo codes

Promotional initiatives often get your customers to think twice about going over to your competition as customers really want to save a few cents on something from time to time, among other offers that your business provides.

  1. Build trust by accommodating customer feedback

Feedback can help your business grow and strengthen customer loyalty. 

When you run feedback marketing campaigns via SMS marketing, you’ll get useful feedback regarding your products and services from their point of view

SMS is much more effective with its option to add a personal touch and still be clear and concise. You should consider the following:

  • Provide detailed instructions on request
  • Providing automated responses to common FAQs
  • The ability to schedule service requests or convenient callbacks
  • Keeping customers in the loop regarding your inventory or delivery process
  • Teach your customers the best way to use your product after purchase.


When you finally plan to introduce SMS in your marketing campaign and build lasting customer relationships, try BSG’s proven business text messaging service to give you an edge over your competitors and keep your clients coming back for more. You can also improve your SMS mobile marketing with tips in this article and monitor your campaign performance while also learning how OTP SMS APIs work and how to use them to your advantage.

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