Text Based Customer Service

Gladly Team

Read Time

5 minute read

According to 2021 projects from Yotpo, over 65% of customers prefer to use their phones to shop. And in 2022, customer expectations remain as high as ever. Modern shoppers want to be able to access products easily, make purchases quickly, and get their questions answered immediately.

What does this mean for growing customer service teams? Text messaging, or SMS, should be utilized as an essential channel to interact with your customers. And with the advent of text messaging apps and platforms like Facebook Messenger and WhatsApp, the implementation of a text-based customer service strategy is all the more necessary.  

Below is everything customer service teams need to know about the basics and benefits of SMS for customer service, the qualities to look for in an SMS customer service platform, and how to adopt a text-based customer service strategy.  

What is Text-Based Customer Service?

Text-based customer service refers to, as you may have guessed, any kind of customer service support conducted through text. This also includes SMS customer service platforms and third-party messaging apps, like Messenger or WhatsApp.  

By using SMS for customer service, support teams can relay updates and notifications, resolve customer inquiries, conduct surveys and reviews, and track products all with a few text messages.  

In order to scale, organize, and limit errors, most text-based customer service strategies implement SMS customer service software. Utilizing a software or texting platform will help you track your messages, organize your data, and streamline notification and update processes.   

Benefits of SMS for Customer Service

The biggest reason you should adopt customer service via text messaging or SMS is to reach your customers on the platforms that they’re using. According to Pew Research from February 2021, 97% of American adults reported owning a cellphone, with 85% of those adults owning smartphones. This represents a massive swath of modern American consumers who, with the ability to quickly text a customer service number for help resolving an issue or answering a question, could become lifelong brand advocates.

Other benefits of text based customer service:
  • Personal Connections: Text messaging, as a less formal platform than email or phone calls, will feel more personal to your customers. Couple the casual tone with the speed and efficiency of texting, and you have a boost in customer experience and satisfaction.
  • More Options: You always want your customers to have more options. Especially if you have a diverse and wide-ranging customer base, it’s important to provide several communication lines that customers turn to. Allowing shoppers to reach customer service via SMS will help you connect with more customers, answer their questions quickly, and retain more customers over time..
  • It’s Convenient: A text message is that comfortable space between a phone call and email. It’s faster and more convenient than an email, but it doesn’t require the two parties to be completely focused on the conversation, often leading to an overall more convenient experience. 
  • Improved Efficiency: Because your customer service agents will be able to handle multiple conversations at the same time, you will likely see an increase in productivity. Additionally, customers will have to wait less time to get a response to their answers. 
  • Your Brand Voice Can Shine: Emojis and gifs, when used properly, are a fun way to interact with your customers. Customer service representatives can create a more casual, light-hearted tone with their customers by using some of the unique features to texting.

Messaging Platforms You Need to be Using

There are several popular messaging platforms you should be using to provide customer service via text message. This list reflects some of the most widely used direct and social media messaging apps on the market in 2022.

Because most businesses can support over-the-top-messaging (OTT), which is simply messaging outside of SMS through third-party platforms, integrating texting apps and outside platforms should be a simple task. 

Some of the major SMS and social messaging platforms you should be using include: 

  • WhatsApp 
  • Messenger from Meta 
  • Line 
  • Apple Business Chat 
  • WeChat (for customers in China) 
  • Messages (previously called Android Messenger) 
  • Telegram 

On top of integrating third-party messaging platforms, you can also utilize a SMS customer service template to help you track your messages and scale your responses. Templates allow you to provide updates, send notifications, reach out to passive customers, and answer basic inquiries with ease and efficiency.  

Get Started: SMS for Customer Service

Built-in Text Support

Does your current software allow you to help your customers via SMS when they’re on the go, or at a place where a phone call isn’t possible? Gladly’s customer service platform offers natively built-in text support that allows agents to start a conversation on the phone and continue it through text when needed. Even better, both conversations are kept in a single thread for lifelong context.
Learn more: Gladly’s Built-in Text Support

Built-in Social Support

Yes, social media support is important for customer service teams, too. Twitter, Instagram and Facebook Messenger are key platforms where customers interact with your brand and may be looking for customer service support. Gladly’s customer service platform offers natively built-in social support so you can meet your customers on the social platform of their choice.
Learn more: Gladly’s Built-in Social Support

About Gladly

Gladly is a customer service platform for digitally-focused B2C companies who want to maximize the lifetime value of their customers. Unlike the legacy approach to customer service software, which is designed around a ticket or case to enable workflows, Gladly enables radically personal customer service centered around people to sustain customer loyalty and drive more revenue.

The world’s most innovative consumer companies like Godiva, JOANN, and TUMI use Gladly to create lasting customer relationships, not one-off experiences. 

Gladly Product Tour >


Stay up-to-date with the latest posts from Gladly.


You're in. Keep an eye on your email inbox for community insights and information on how you can join the conversation.