10 Must-Have SMS Templates For Your Customer Service Team

Customer Service SMS agents.

Business SMS helps you reach more customers and resolve their queries faster. But sending texts one by one is time consuming. That’s why you need SMS templates.

What Are SMS Templates?

Advanced business SMS platforms almost always offer efficiency features that expedite or eliminate simple tasks. These efficiency tools—like SMS templates—allow you to spend more time resolving customer needs instead of completing the same tasks over and over. 

SMS templates are texts you can use over and over. They help you quickly answer FAQs and send mass texts. Enterprise-grade business SMS platforms let you include photos and links within SMS templates. They also allow you to include custom fields, which your business SMS platform uses to personalize outgoing texts.

We’ve put together 10 must-have templates for your SMS customer service team so you can get a handle on best practices. Feel free to adjust and use any of the examples you see.

Looking for more ways to streamline your customer service with texting? Read our SMS Customer Service Handbook.

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SMS Templates to Confirm Opt Ins

You have to get customers’ written approval before texting them. Once they text the appropriate keyword or check an affirmative web form box, your business SMS platform can automatically send them a confirmation text:

Hi {{first name}}, thanks for opting in to SMS updates from Wine Box Subscriptions! You can text STOP at any time to unsubscribe.

Hi there {{first name}}! The Sam’s Cupcakes team is excited you’ve joined our SMS list. 🧁  Reply with YES to confirm or text STOP to unsubscribe.

SMS Templates for After Hours or Busy Replies

After hours and busy replies let customers know when they can expect you to reply to their messages, helping manage their expectations. You can automate these replies so your SMS platform sends them at specific times. You can also automate them based on incoming keywords:

Hi there! You’ve reached the Terry Mountain Clinic. Our SMS patient service hours are Monday through Friday, 9am to 5pm PST. We look forward to responding then. Text STOP to unsubscribe.

Thanks for texting Fast Moving Services Inc! It will take about 5-10 minutes for an agent to respond. While you wait, check out our website, www.movingfast.com. Reply with STOP to stop receiving texts.

SMS Templates for Appointment Reminders

SMS reminders can reduce appointment no-shows. (They can also boost meeting attendance if your business is using SMS to streamline internal operations.) Use an SMS drip campaign to send a sequence of SMS reminders that continue until customers reply or their appointment dates pass:   

Hello {{first name}}, Starlight Springs Spa here. You have an appointment on {{appt date}}. Please reply to confirm or reschedule. Text STOP to unsubscribe.

Hi there, {{first name}}, this is Friendly Dentistry. Please remember to schedule your {{upcoming service}}. Text S to get started. Reply with STOP at any time to unsubscribe.

SMS Templates for Order or Resolution Confirmations

SMS confirmations let customers know that your business has logged their orders and return requests, putting their minds at ease. SMS confirmations also provide an opportunity for customers to reply with their questions or concerns:

Hi {{first name}}. Your Gem Hair Products order #{{order number}} has been confirmed. We will text you when it ships. Reply with STOP to unsubscribe from SMS notifications.

Hey {{first name}}, it’s {{agent name}} from Action Gym. I’ve issued your refund. You’ll see it on your card in 5-7 days! Text STOP to unsubscribe.

SMS Templates for Status Alerts

If it typically takes your business a few days to resolve customer requests or queries, you can send updates so they know your team is on it. Use SMS templates to ensure each status alert message is equally reassuring:

Hello {{first name}}, this is {{agent name}} from Eloise the Dressmaker. We are still working on your bespoke order #{{order number}}). 👗  Text back with questions or text STOP to unsubscribe.

Hi {{customer name}}, Sunlight Shoes here. We expect your order to be ready for pick up on {{pick up date}}! We’ll text with any changes. Reply with STOP to unsubscribe.

SMS Templates for Delivery Notifications

Your customers want step-by-step notifications for their orders. Create SMS templates for delivery notifications to save time. You can even set your business SMS platform to automate these texts. With help from an SMS integration, it can send a text when your CRM platform, point of sale (POS) system, or order fulfillment software shows an order has progressed in the delivery process:

Hi, {{first name}} this is Lucia’s Pizza! Our driver is on the way with your order of {{dish type}}. We’ll be there in {{delivery ETA}}. Text STOP to unsubscribe.

Hello, {{first name}}, your Local Green Pottery order #{{order}} has shipped and will arrive by {{delivery date}}. Please find more details about your delivery here: {{link}}. Text STOP to unsubscribe.

SMS Templates for Action Reminders

Sometimes customers need reminders that they have to complete an action, whether it’s calling your office or submitting paperwork. If you find yourself sending reminders often, use SMS templates to save time and avoid manual, repetitive writing tasks:

Hi {{name}}, this is {{agent}} from Ace Literary Magazine. We noticed that your application isn’t complete. To continue, complete your profile by {{date}}. Text STOP to unsubscribe.

Hey, {{first name}}, it’s Tina. We’re ready to close on your dream house! I’ve emailed instructions about paperwork and signatures. Text me with questions! (Or text STOP to stop receiving texts.)

SMS Templates for Web Chat Follow-ups

Your teams can’t contact web chat users after they exit your business’s website unless they’ve opted in to receive SMS updates. In that case, you can use SMS templates to send quick follow-ups and ensure they’re all set:

Hey, {{first name}}! This is {{agent name}} from Lightning Software. Did you have any more questions for us, or did you get the answers you needed? Text STOP to stop receiving texts.

Hi {{first name}}, {{agent name}} from Furniture Plus here. It was great talking to you. Any other questions before I close your ticket? Text STOP to unsubscribe from texts.

SMS Templates for Feedback Requests

Feedback requests can give your business critical insight into the quality of your customers’ experiences, and also boost your online presence. Using SMS templates ensures that you ask for feedback in a uniform way each time:

I enjoyed talking today, {{name}}. Want to leave feedback? If so, please take this 2-step survey: {{survey link}}. Be well! Text STOP to unsubscribe.

Hi, {{first name}}! We at Keidra’s Diamonds hope you’re well. Would you like to share your rewards customer experience? If so, please leave a review on Yelp. Text STOP to unsubscribe.

SMS Templates for Follow-Ups

Support teams typically handle a high volume of tickets. Using SMS templates, you can make sure that your customer service, support, or sales representatives can reply quickly while maintaining a uniform brand voice:

Hi {{first name}}, this is {{agent name}} from Artsy Antiques. Has everything been going well with your order since our last chat? Text STOP to stop receiving texts.

Hey there {{first name}}, it’s Amy’s Flowers here. Is there anything else we can do before your {{upcoming event}}? 💐 Text STOP to unsubscribe from our SMS service.

Want more ideas for building an excellent customer experience with texting? Read our SMS Customer Service Handbook.

Ebook Cover: SMS Customer Service Handbook

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