5 Must-Have Conversational Support SMS Templates

SMS templates, shown by cut-out paper in the shape of a phone and text bubbles

Conversational support is an effective new messaging strategy. It focuses on offering customers support through person-to-person chats, building strong relationships for the future. One of the key tenets of conversational support is responsiveness—which you can easily achieve with help from SMS templates. 

What Are SMS Templates?

SMS templates are texts that answer frequent customer questions. You can use them time and time again to quickly answer FAQs and send mass texts

You can include photos, documentation, and links within SMS templates. You can even include custom fields, which your business SMS platform then uses to personalize outgoing texts.

We’ve gathered up five key types of conversational support SMS templates to help you build your own template library. Feel free to adjust and use any of the examples that catch your eye!

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Customer Onboarding SMS Templates

The onboarding process is critical. This is when your customers learn what your product or service is all about, from how your product or service works to how your conversational support line functions. Send regular SMS templates to guide the process along and share the most important tips:

Hi {{customer name}}! Welcome to Software Subscription US. This is your SMS customer support line. Please text with any questions during the setup process. Text STOP to unsubscribe. 

Hiya {{customer name}}! Here’s your first DoggieSnack Box tip: you can preview your monthly box in your customer account! Just log in on the first of each month, and you’ll see a pop-up box. Any questions? Reply with them! 🐕 Text STOP to unsubscribe.

Hello {{customer name}}, Angie with your SmartHouse Plus Subscription here. Pro tip: Don’t forget to connect your smartphone app to your home base! I’m here if you need help. Text STOP to unsubscribe. 

Employee Training SMS Templates

Employee training is another great opportunity for conversational support. You can offer key training tips or reminders while letting employees know you’re just a text away for help. Remind them that they can text back at any time:

Hi {{employee name}}, this is a reminder that you have your {{certification name}} test on {{certification date}}. Please arrive at our {{certification location}} office 15 minutes early for check in. Reply with questions or text STOP to unsubscribe. 

Hello {{employee}}! Sunstreaks IT here. Don’t forget that the first step to cybersecurity is using secure WiFi. Please log in to our secure office WiFi instead of using the guest option! Let us know if you need help with that. 🔒 Text STOP to stop receiving texts.

Hiya {{employee}}! Tania here from HR. Don’t forget to finish Employee Training Module {{current module}} by {{due date}}! Let me know if you run into any issues. Text STOP to unsubscribe.

Troubleshooting SMS Templates

Troubleshooting is one of the most important aspects of customer support. But your customers don’t want to read online documentation or help guides. They want to work through their product issues with a real person. Use SMS templates to start troubleshooting and answer FAQs:

Hi there, and thanks for reaching out to Technology Superstore! 🤖 How can we help you with your product today? 

Hello {{customer name}}, Jerome here. I’d be happy to help. Can I get your account number? 

Hi there, we’d be happy to help! Before we start troubleshooting the issue, have you tried to turn the printer off and on?     

Maintenance SMS Templates

It’s important to keep your customers up to date on the latest versions of your product or software. That’s how they get the most out of their purchases. Conversational support is a great way to inform them through a channel they actually pay attention to. In any SMS templates, remind them that you can answer questions they may have about your maintenance suggestions:

Hi {{customer name}}! This is your BrewBox specialist, Kendra, here. Don’t forget to download the new Chrome browser to take advantage of our newest user account interface! Let me know if you need any help. Text STOP to unsubscribe from BrewBox Tips. 

Hello, {{customer name}} — you’ve almost been an Essential Oils member for a year! Don’t forget to use your Free Member Dispenser Cleaning by {{free tuneup date}}. Text back with questions or text STOP to unsubscribe.  

Hiya — great news from Sleek Rollerblading. We’re offering one free tuneup for RollerQueen Card holders! Come on by before September to take advantage of this deal. Let us know if you have questions! Text STOP to unsubscribe. 

Follow-up SMS Templates

Follow-ups are critical to conversational support. They’re the best way to start conversations with customers who weren’t sure about reaching out first or those who just forgot to ask that question that comes up from time to time. Be specific about which interaction or product you’re referring to and encourage customers to reach out if they come up with questions later:

Hello {{customer name}}, SmartHouse Works team here. How’s your new {{latest purchase}} treating you? Need any help setting anything up? Text STOP to unsubscribe. 

Hi {{customer name}}, Harry from Lion Software here! Thanks for reaching out on {{date}}. Is it working now? Text STOP to unsubscribe. 

Hey {{customer name}}, thanks for coming in for a maintenance check! How is your {{maintenance product}}? Text STOP to stop receiving texts. 

Need more SMS template inspiration? Check out our 10 Must-Have SMS Templates.

Ebook Cover: 10 Must-Have SMS Templates

Sophia Huneycutt is Heymarket's lead writer, producing everything from articles to eBooks. She works closely with Heymarket's product and customer service teams to help convey the latest business texting best practices. A B2B technology writer since the mid-2010s, Sophia has also worked with brands like Microsoft and Indiegogo. Her dying potted plants wish she'd stick to writing in her spare time, too.
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