Channels

Business SMS for Customer Service

Expand your social customer service with 2-way SMS, one of the most popular and ubiquitous communication channels.

What is Business SMS?

SMS for business, better known as business texting, lets your customers conveniently send/receive text messages from your business phone number. It lets you provide customer service using a regular 10-digit or toll-free phone number to your customers. Whether you run a small business or a large enterprise, provide quick updates to customers, confirm appointments, and reply back using SMS messages. Business SMS works seamlessly on all mobile devices (Android, iOS, even feature phones) and there’s no need for your customers to install any additional app on their mobile phone.

On top of that, 90% of SMS text messages are read within 3 minutes by the intended recipient — the instant nature of SMS medium makes it an ideal medium to provide personalized service that customers can respond to at their leisure. The following data points will help you understand why business text messaging services are critical for your customer service operations:

  • Over 8 trillion SMS texts were sent in 2017
  • 41% of millennial consumers say they would be “truly satisfied” if they could use messaging or SMS to engage with companies
  • Text messages have higher open rates and response rates (98% open/45% response) compared to email (20% open/6% response).

What SMS can do for your customer service

Some common use cases for 2-way SMS

Simple outbound notifications:

  • Payment reminders
  • Appointment reminders
  • Order or booking confirmations
  • Receipts
  • Delivery notifications
  • Two-factor authentication
  • … and more
SMS_Screenshot2

Interactive customer service and support:

  • Billing inquiries
  • Product questions
  • Technical issues
  • Engagement with personal advisors
  • Scheduling and rescheduling of appointments
  • Shipping and returns
  • Customer onboarding activities
  • … and more

Why should you choose a business messaging service?

  • Increased call deflection: When an SMS solution is offered, phone call deflection rates climb up to between 5-15 percent
  • Significantly lower cost: up to 45% compared to voice or email, and up to 25% compared to traditional live chat. Greet your callers with the option to engage over SMS instead of calling, through proactive Call-to-Messaging Deflection.
  • Increase customer loyalty: Loyalty should be about you being loyal to them, by being where they are. Serving customers on SMS will make them come back, stay, and tell others while giving your business a cost-effective communication channel.
  • Improve agent satisfaction: Agents love to use the channels they are familiar with from their personal life. Digital or “written” agents show higher job satisfaction than phone agents.

How Sparkcentral can help

Sparkcentral SMS services help enterprises provide customer service via SMS text messaging. Providing great customer service on SMS allows you to meet your customers’ needs and drive customer satisfaction. With Sparkcentral you get access to following capabilities:

Text-enabled business line

We have out of box integration with SMS platforms like Twilio and MessageBird. Once onboard, you can port an existing phone number or buy a new toll-free/shortcode phone number and you are all set for your customers to send text messages to your business.

Many channels, one queue 

Agents using the Sparkcentral Agent Desktop serve more customers while feeling less overwhelmed. Agents are served messages from all digital channels including SMS and social media channels in a single queue. Customers can also build automation to make sure agents works on the messages important to the business before other messages.

Get the analytics you need to deliver great SMS customer service

Sparkcentral provides you advanced analytics and metrics that have traditionally been applied only in contact center support teams: average handling time, first response rates, time-to-resolution, etc.

Bi-directional communication and SMS notifications

Once your setup is complete, bi-directional communication is enabled for your phone number and you can provide customer service via SMS. You can also send bulk SMS messages/SMS marketing campaigns via our SMS API to the customers who opt-in, and serve them from the ease of their cell phones.

Chatbots that support live agents

Chatbots can help you engage new customers and respond to existing customers in a timely manner, reducing response times and driving resolution without involving agents on your SMS channels.

From dashboards to reports to business intelligence: all digital metrics in one place

Advanced SMS customer service reporting and analytics functionality help brands understand and act on customer and team data in real-time and historically.

Deflect calls from your call center

SMS Customer Service can be used to significantly lower contact center costs while improving customer experience.

Deflect inbound calls by offering customers the ability to text you. You can even greet callers with this option within your IVR. Customers receive a push notification to begin the interaction and always have the option to receive a callback if they change their minds.

Learn More

It’s easy to get started with SMS customer service,
powered by Asynchronous Messaging


Sign up for a demo

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Discover the possibilities

During a discovery session, our experts will work with you to identify the right
pilot application.


Operationalize your plan

Our onboarding process includes everything from agent skills to staffing to setting KPIs. You can be up and running in just a few weeks.


Launch your pilot

Watch customer satisfaction and loyalty improve, agent productivity rise, and customer service costs decrease.