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SMS Customer Service Platform
Heymarket empowers leading brands to deliver personalized SMS customer service. Heymarket is intuitive enough for agents to start texting with customers in minutes, and powerful enough for managers to track and exceed their team’s goals. See how Heymarket can help increase customer satisfaction and speed up resolution time.
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See how Heymarket can improve customer satisfaction and increase revenue.
Trusted by Leading Brands
Discover the Benefits of SMS Customer Service
Increase Customer Service Productivity
Personalize Customer Service at Scale
- Make texts feel personal and conversational with custom fields and merge tokens.
- Speed up response times with templates, auto-replies, and scheduled texts.
- Have conversations at scale with lists, groups, and campaigns managed in Heymarket.
Empower Managers to Plan and Measure
- Track agent performance with powerful reports.
- Monitor response and resolution times using KPIs and charts.
- Understand where to allocate resources by tracking high-use templates and lists.
Supercharge Your Customer Service via Text Message
Shared Inbox to Manage All Texts
Share messages and reply from one central place. Use private comments to loop in customer service agents and managers.
Permissions Management
Administrators have full control over user permissions and roles.
Personalization Features
Templates with merge tokens save time while keeping messages personalized.
Segmented Lists
Reach multiple customers at once with a message that feels targeted to them personally. They’ll never see other customers’ conversations and can reply privately to you.
Scheduled Messages
Scheduled messages and auto-replies with templates and merge tokens keep the conversation going when your team is away.
Reports
Powerful reports help you track customer service usage, gain insights, and increase team productivity.
Automations
Streamline customer responses and internal workflows by setting up actions to trigger from message keywords, timing, and more.
Omnichannel
Find all your SMS and mobile messages in a single system. Send and receive messages on the most popular apps.
Secure and Compliant
Heymarket keeps your data secure on a platform that is SOC 2 Type 2 certified, TCPA compliant, and HIPAA compliant.
Increase Customer Satisfaction with Business Texting
Watch How It WorksBusiness SMS Integrations with Your Core Systems
Heymarket’s business SMS platform integrates with your CRM and existing support tools, bringing your contacts and custom fields all into one place. Use one of our out-of-the-box SMS integrations or build your own with our full-featured API.
Customer 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 details.
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.
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.
