Have better conversations with SMS customer service

Modern SMS software or SMS customer service software refers to cloud-based platforms that help businesses text with consumers, then receive and read texts alongside email and other channels. These platforms, Heymarket included, allow you to text-enable a business number or add a new number for texting, and are accessible via websites or as apps on your phone.

SMS for business customer service lets customers reach your team by texting your business number or messaging through channels like email, Facebook Messenger, and Apple Messages for Business. To manage conversations across all of these channels, you need a platform like Heymarket, which centralizes every message in a shared inbox so nothing falls through the cracks.

Yes, but before sending customer support text messages, customers must opt in to receive SMS from your business. Once they’ve opted in, you can send important customer service texts like account notifications, ticket follow-ups, return updates, and reminders.

Start by setting up your business SMS platform and uploading your contacts. Then, use your customer service messaging tool to compose and send SMS messages for customer support. Heymarket makes it easy to send and manage customer service texts with automation, templates, and shared inboxes.

For SMS customer support, you need to share your business’s 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.

Conversational SMS refers to two-way text messaging between your team and customers. Here, customers can reply, ask follow-up questions, and get real answers in real time. Unlike broadcast-only messages, conversational support creates a dialogue that helps teams resolve issues faster, build customer trust, and deliver a more personal experience at scale.

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 for customer support, you should also add some personality. If your brand guide allows, use emojis and GIFs to liven up conversations. Customers appreciate responses that feel human and on brand, whether they come from a human agent or an AI.

Email customer service lets customers reach your team through their inbox while your agents manage those conversations alongside SMS and other channels in one place. Heymarket combines email and SMS in a shared inbox, so agents see the full conversation history across channels without switching tools. The platform also offers AI text generator features like suggested replies, message tuning, and conversation summaries work the same way across both.

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.

Yes. Heymarket’s AI agents can handle routine customer service conversations autonomously, like answering FAQs from your knowledge base and managing appointment scheduling without agent involvement. For more complex requests, agents escalate to a human teammate automatically.