How to Handle SMS Customer Support
Why SMS for Support
SMS has a 98% open rate compared to 20% for email. When a customer texts you a support question, they see your response within seconds of receiving it. There is no inbox clutter, no spam folder, no waiting for the customer to check their email. The response appears on their lock screen.
SMS support also works for customers who are not at a computer. Someone standing in a store with a product question, a field technician who needs a part number, or a patient confirming an appointment can all text their question without opening a browser. The asynchronous nature of SMS means the customer can send their question, go about their day, and respond when they see the reply. See SMS Marketing and Automation.
How to Set Up SMS Support
In the SMS Broadcast app, register a phone number or use an existing one. This is the number customers will text. Choose a local number for a personal feel or a toll-free number for a professional appearance. If you already have a business SMS number, connect it to the platform.
Link the phone number to a chatbot in the SMS settings. When a customer texts this number, the message goes to the chatbot first. The AI reads the message, searches the knowledge base, and sends back an answer via SMS. This gives you instant 24/7 SMS support without human agents. See How to Build a Customer Support Chatbot.
SMS messages have a 160-character limit per segment (longer messages split into multiple segments and cost more). Instruct your chatbot's system prompt to keep responses concise and direct. "Your return window is 30 days from purchase. Reply with your order number and I'll start the process." is better than a 500-word explanation. Save detailed answers for chat or email.
Configure the chatbot to transfer SMS conversations to a live agent when needed. The customer keeps texting the same number, but the responses come from a human. The agent sees the full SMS conversation history in their inbox. See How to Set Up Chatbot to Human Agent Handoff.
During business hours, the AI handles what it can and passes the rest to agents. After hours, the AI handles everything independently with a note that a human agent will follow up during business hours if the issue requires one. Set an auto-reply for after-hours messages so the customer knows their message was received.
SMS Support Best Practices
Keep Messages Short
Customers texting you expect texting-style responses, not emails. One to three sentences per message. If the answer genuinely needs more detail, send the key information via SMS and include a link to a full help article. "Your order ships in 2-3 business days. Full tracking info: [link]" gives the customer what they need without a wall of text.
Respect TCPA Compliance
Customers must opt in before you can send them marketing SMS, but support replies to customer-initiated messages are generally exempt from opt-in requirements. However, do not use a support conversation to pivot into marketing messages. If a customer texts about a refund, do not follow up with a promotional offer. Keep support and marketing separate. See TCPA Compliance Guide.
Use the Unified Inbox
SMS conversations should appear in the same inbox as chat and email conversations. An agent should see all of a customer's interactions in one view, whether the customer texted, chatted on the website, or sent an email. This prevents the situation where one agent handles the SMS and another handles the email about the same issue, giving conflicting answers. See What Is a Unified Customer Inbox.
Set up SMS customer support and let customers get answers by texting your business number.
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