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Build strong relationships with SMS customer service
Create meaningful conversations over your customers’ favorite messaging channels. Heymarket’s business texting platform helps you level up customer interactions with fast, personalized messaging that scales easily. Teams that text increase customer satisfaction by 30%.
Trusted by leading companies
Achieve happier customer outcomes
Your customers want fast responses, personalized conversations, and consistent follow-ups to feel understood and valued. Text messaging helps you improve response times, provide efficient support, and build lasting relationships that grow revenue.
Help more customers in less time
Engage with multiple customers at the same time while maintaining that personal touch they love. Decrease time and cost per ticket without losing quality. Collaborate as a team to respond to customers from one shared inbox, resolving queries faster.
Quickly capture feedback
Send updates and follow-ups that customers can reply to in minutes. Share customer satisfaction surveys that allow customers to give feedback or connect with a team member to solve an issue.
Automate your texting
Reach more customers proactively without burdening your team. Automatically answer common questions with keyword-triggered responses. Schedule personalized engagement campaigns and targeted list sends that customers can respond to. Heymarket automates your messaging so your team can focus on engaging and delighting customers.
Support customers where they are
Send, receive, and manage messages from your customers’ favorite channels, from SMS to Facebook Messenger. Heymarket’s texting platform connects with the most popular messaging channels so you can manage all conversations from one inbox, enabling you to track support cases with ease.
Work with tools you love
Heymarket works seamlessly with the tools your team relies on. Use data from your CRM, Zendesk, or other enterprise systems to build rich contacts, powerful automations, and personalized campaigns that keep customers happy.
Track your performance
Monitor powerful reports and analytics to track SMS customer service usage, gain valuable insights, and increase agent productivity. Monitor KPIs like response times, resolution times, and CSAT.
Text with confidence
Keep your data secure on Heymarket’s SOC 2 Type 2 certified, TCPA-compliant, and HIPAA-compliant platform. Enterprise-grade features like SAML SSO and custom user permissions provide granular user access control.
Features for strong connections
Heymarket has the enterprise-grade features your team wants in the intuitive interface you need. Our SMS for business customer service tools include:
Shared inboxShared inbox
Share messages and reply from one central place. Use private comments to loop in customer service agents and managers.
Collaboration toolsCollaboration tools
Use private comments to collaborate on customer messages behind the scenes. Assignments empower managers or team members to route messages to the right person.
Contact managementContact management
Work with an unlimited number of contacts. Import them from a CSV or through a CRM integration. Segment contacts into targeted lists.
PersonalizationPersonalization
Create reusable text templates and embed custom fields to personalize every message. Trigger campaigns based on customer details like loyalty status and orders placed.
Chat-based SMS surveysChat-based SMS surveys
Send seamless surveys within your existing messaging conversations. Measure customer satisfaction (CSAT) and collect customer feedback. Reply immediately to customers who ask questions or express any concerns.
Message analysisMessage analysis
Gauge your customers’ feelings about your brand, products, and customer service performance. Use intent analysis to route messages to the right agent and get customers answers faster.
AutomationsAutomations
Streamline your customer service. Create messaging automations based on time of day and keywords to greet customers and answer simple questions. Build multi-step workflows to keep your SMS programs running seamlessly.
Segmented listsSegmented lists
Reach multiple customers at once with personalized messages. They’ll never see other customers’ conversations and can reply privately to you.
Outreach campaignsOutreach campaigns
Nurture more customers in less time with automated outreach. Create 1-to-many text campaigns based on customer details like purchases or birthdays. Automatically send personalized drip campaigns to nurture and engage customers.
ReportsReports
Track SMS customer service volume, response time, resolution time, and more to support your team’s productivity.
Shared inbox
Share messages and reply from one central place. Use private comments to loop in customer service agents and managers.
Collaboration tools
Use private comments to collaborate on customer messages behind the scenes. Assignments empower managers or team members to route messages to the right person.
Contact management
Work with an unlimited number of contacts. Import them from a CSV or through a CRM integration. Segment contacts into targeted lists.
Personalization
Create reusable text templates and embed custom fields to personalize every message. Trigger campaigns based on customer details like loyalty status and orders placed.
Chat-based SMS surveys
Send seamless surveys within your existing messaging conversations. Measure customer satisfaction (CSAT) and collect customer feedback. Reply immediately to customers who ask questions or express any concerns.
Message analysis
Gauge your customers’ feelings about your brand, products, and customer service performance. Use intent analysis to route messages to the right agent and get customers answers faster.
Automations
Streamline your customer service. Create messaging automations based on time of day and keywords to greet customers and answer simple questions. Build multi-step workflows to keep your SMS programs running seamlessly.
Segmented lists
Reach multiple customers at once with personalized messages. They’ll never see other customers’ conversations and can reply privately to you.
Outreach campaigns
Nurture more customers in less time with automated outreach. Create 1-to-many text campaigns based on customer details like purchases or birthdays. Automatically send personalized drip campaigns to nurture and engage customers.
Reports
Track SMS customer service volume, response time, resolution time, and more to support your team’s productivity.Build better customer relationships
Learn how Heymarket can help you speed up resolution times, create strong connections, and form customer relationships that last. To get started, book a free demo today!
Book a DemoCustomer service messaging FAQs
Want to learn more about customer service text messaging and SMS customer support? We’ve answered some common questions below. Contact our team if you need any additional tips, best practices, or information.
What is SMS software?
Modern SMS software or SMS customer service software refers to cloud-based platforms that help businesses text with consumers, then receive and read texts. These platforms allow you to text-enable a business number or add a new number for texting. These platforms, Heymarket included, are accessible via websites or as apps on your phone.
What is SMS customer service or text-based customer service?
These are both terms for service that customers can access by texting your number or messaging your brand through channels like Facebook Messenger. To communicate with customers via SMS, you need SMS software like Heymarket. It will help you respond to and manage the many customer SMS messages you receive.
Can I send SMS to customers?
Yes, but before you send SMS to customers, they must opt in to receive texts from you. This means they agree to receive communication from your customer texting service. They also must provide their phone number. If they have done both of these things, you may text them with relevant, valuable customer service content. This includes account notifications, ticket or case follow-ups, return updates, and important reminders.
How do I text customers?
First, set up your business texting platform and import your contacts by uploading a CSV with their information. Then, access the messaging tool in your user interface. Finally, select your contact, write your message, and either send it immediately or schedule it for later. Platforms like Heymarket make it easy to send SMS messages to customers.
How do customers text service teams?
You need to share your business’s SMS number and let customers know they can text customer service team members. Publicize this information by including it on a Contact Us page, posting about your text customer support on social media platforms, and emailing customers who belong to your email newsletter list.
What does conversational SMS mean?
Some business texting platforms only allow one-way messaging. With one-way messaging, you can only message customers and they can’t reply. Conversational SMS refers to two-way text messaging between agents and customers. Conversational support—providing customer service through messaging conversation—is an effective tactic for helping, engaging, and forming relationships with customers.
How do I send professional text messages?
Text etiquette is new territory for a lot of customer service teams. Use a casual yet polite tone, like you would with a new neighbor. However, with SMS, you should also add some personality. If your brand guide allows, use emojis and GIFs to liven up conversations and let customers know they’re texting with people, not bots.
How do I get customers to text instead of call?
Some customers will always prefer calls. However, once many customers find out that you offer texting, they’ll start sending their questions via message, empowering your team to answer more customers in less time. Promote your SMS number and opt-in process to encourage them to sign up. Share this information on your website, across your social media channels, and in your email newsletters. Include your response times so customers know they’ll receive faster replies through messaging.
