Products
Call Tracking

Know which marketing efforts inspired your best leads to call.

Lead Center

Call, text, chat, and manage all your team's leads from a single unified inbox.

Conversation Intelligence

Call transcriptions with AI-powered analysis and lead categorization.

Form Tracking

Connect each ad, campaign, and keyword to every form submission.

Pricing
Industries
Agencies

Know which tactics deliver your clients' best calls and form submissions.

Real Estate

Close more qualified buyers and renters with better marketing and communications.

Healthcare

Gain the insights you need to maintain the health of your marketing campaigns.

Legal Services

Stay competitive by making the most of your marketing dollars.

Home Services

Tighten up response times — and never miss another opportunity.

Automotive

Accelerate the ads, keywords, and campaigns that drive buyers to your showroom.

Financial Services

Know what inspired your best customers to act then attract more like them.

Resources
Content Hub

Market smarter by keeping up with emerging trends, tips, and tools.

Integrations

Deliver automated insights by connecting CallRail to platforms you already use.

Partnerships

Learn about our affiliate, marketing agency, and technology partnerships.

(888) 907-4718 Support
Start Free Trial
(888) 907-4718

SMS Messaging for Customer Support

by Erica Hawkins
July 8, 2015

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.

callrail-text-messaging

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.