SMS Messaging for Customer Support

Blame it on my busy schedule, affinity towards emoticons, or just the fact that I’m a millennial captivated by the radiating light of the mini-computer glued to my hand, but if you want to reach me, SMS messaging is probably your safest bet. And I’m not alone, text messages have a higher open rate than most communication channels, at 98%.

Lately, it seems like companies are also starting to realize that it’s the best way to reach consumers:

My uber driver is on the way.
My deposit is available.
My appointment is scheduled.

All messages alerting me to information I want to know, when I want to know it. These messages aren’t hidden somewhere between junk emails and I can view them quickly, without having to step away from what I’m doing to answer the phone.

As a consumer, you (like me) may already be reaping the benefits of SMS messaging for customer support, but have you implemented it for your business?

Here’s why you should:

  • 91% of adults world-wide own a cellphone, the majority of which are smartphones, meaning your customers are able to receive these messages
  • Texting lets you reach 91% of people where they are – which happens to be just 3 feet away from their smartphones at all times
  • SMS engagement is 6-8 times higher than email marketing

By this point I’ll assume you’re at least semi-convinced that SMS is a great channel to reach your clients. But logistics are a completely different issue; you’re a business, you don’t need to text from your personal cell – plus, you want to be able to coordinate messages across support, sales, or marketing teams.

Business class text messaging providers like CallRail, allow you to text from an inbox in your dashboard using a call tracking phone number. This way, you don’t have to use your actual phone number for customer communication, and your whole team is privy to your conversations.


Reach your customers where they are, while reaping the benefits of higher engagement and an almost guaranteed open rate; implement SMS messaging into your customer support strategy.