Did you know that over half of Millennials and Gen X consumers prefer texting for customer service? As far as closing the gap between customer expectations and reality, customer service texting has become a powerful solution.
This modern communication preference is now reshaping how you can interact with your customers. And to further streamline implementing text-based support so you can maximize its benefits, you need a tool to work with you.
We’ve curated a list of the top 10 customer service texting software solutions below to get you started on this game-changing customer service strategy ASAP.
Why customer service texting software matters
SMS customer service? Yes to this. 97% of companies found they could communicate better with their customers through texting. Thus, this strategy requires the use of customer service texting software to fully propel your business to success. Here are just some of the reasons why using customer texting service software is a must:
Instant communication
Texting is fast—a response to a text usually arrives within 90 seconds. With customer service texting software, you can provide instant and automated replies to the most common queries.
High engagement rates
Text messages have high open rates. Actually, SMS generates up to 45% higher response rates and click-through rates [19%] than other digital channels. What does this mean? Simple—more people read texts. This visibility gives you confidence that important messages reach customers effectively.
Enhanced customer satisfaction
Ever called customer service hotline only to get almost endless IVR (interactive voice response) menus? Honestly, that’s frustrating. No wonder millennials (75%) find phone calls “too time consuming.” That’s SMS customer service is a low-friction way to get help. Plus, text messages are preferred by 9 out of 10 consumers because of the convenience and speed of text-based support. Meeting customers where they prefer to communicate enhance overall customer satisfaction.
Cost-effectiveness
Implementing texting solutions can be more economical than traditional phone-based support systems. How? It’s found that using text communications for customer care services saves 40% compared to making voice calls. Additionally, SMS customer service software features automation that improves overall customer service efficiency.
5 key features of top customer service texting software
If you’ve decided customer service texting is the way to go, get your customer service texting software ready too. Here are some essential features the tool should have.
Automated responses
Make sure your software can be set up to handle common inquiries around the clock through automated responses. How does this work? Customers can request information by texting specific keywords and responses are configured with pre-written SMS templates for customer service teams to provide instant replies.
Personalization options
Generic messages can be boring. Look for software that lets you use customer names and phone numbers or reference past interactions to send relevant offers, information, or even personalized recommendations. This is like adding a personal touch to every touchpoint.
Analytics and reporting
Data is your friend if you want to collect customer feedback and see your texting strategy is working. So, look for software that provides insights into customer behavior, response rates, customer satisfaction, and resolution rate. But of course, data is useless without action—use those insights to make informed decisions that drive better results.
Integration with CRM systems
Integrating your customer service texting software with your CRM is like giving your team superpowers. First, it’ll give you a unified view of your customers. This access to customer information enables your agents to provide more personalized support.
Workflows
In essence, workflows define the structure and logic that empower SMS customer service software to function effectively. Look for software that lets you create custom workflows. For example, you can set up workflows so that auto-replies or chatbots are triggered based on specific keywords, message content, or customer data.
Top 10 customer service texting software we recommend
We understand that countless options out there, to help you find the perfect fit for your business here’s a guide to the 10 texting platforms on the market.
1) Textline – best for businesses handling healthcare data
Textline customer service texting software lets you reach out to customers without having to use your personal phone. It’s easy to use with a user-friendly dashboard. Textline is also HIPAA compliant, so it keeps health data safe even when used by healthcare providers and their business partners.
Pros:
- secure messaging suitable for healthcare organizations
- supports bulk messaging, automation, and team collaboration tools
- interface is clean and simple
Cons:
- price per text and monthly subscription fee is somewhat high.
Pricing: All plans start with a 14-day free trial. Paid plan starts at $20 per month.
2) Attentive – best for personalized SMS marketing
Attentive lets you see how your SMS campaigns perform and what needs work. But instead of one-way promotional messages, Attentive supports two-way discussions with your subscribers. In essence, the platform basically helps you retain customers if they prefer texting over email marketing.
Pros:
- uses advanced segmentation for tailoring customized marketing experiences
- provides insights into campaign performance and customer engagement metrics
- with over 100 pre-built integrations
Cons:
- some functions aren’t self-service
Pricing: Schedule a demo to get started.
3) SlickText – best for businesses growing their contact lists
If you’re focused on growing your leads, SlickText is for you. It allows visitors to subscribe easily with different opt-in tools like website popups, opt-in links, and custom QR codes. Furthermore, the platform is carrier & CTIA compliant, a commitment to industry standards and professionalism.
Pros:
- helps build your audience
- provides a solid foundation for your compliant SMS campaigns
- can bulk send SMS to your customers
Cons:
- pricing is a little expensive
Pricing: SlickText offers a free 14-day trial for new customers. Paid plans start at $29 per month.
4) Siena AI – best for brands that prioritize empathy
Siena AI is—you got it—an AI CX agent that seems almost human. It designed to enhance customer service through automated texting and messaging and it stands out because of its ability to inject empathy and human-like responses.
Pros:
- Learns and improves with every interaction
- Maintains consistent brand voice across multiple channels
- Handles and resolves issues, not just acknowledges them
- Enables you to serve your customers round the clock
Cons:
- Implementing Siena AI requires an initial setup phase and training to ensure it aligns with your business’s needs and tone, which might involve time and resources.
Pricing: Book a demo for more information.
5) Gorgias – best for eCommerce businesses with multiple customer support channels
Gorgias is a helpdesk solution that integrates SMS with other customer service channels. You can use this single tool to respond and provide on-the-go support. You can also see how SMS is impacting your business. The app’s dashboard shows you sales and support stats from your text messages.
Pros:
- integrates SMS for comprehensive customer service
- gives you a clear picture of your SMS performance
- works well with many eCommerce platforms
Cons:
- automation can be expensive
Pricing: Try free for 7 days, the starter plan kicks off at $10/mo
6) Close – best for sales communications with leads
Close is a CRM that includes SMS software. It makes SMS a natural extension of your sales process by helping sales teams manage customer interactions via text message. With SMS, you can instantly reach leads on their preferred channel—increasing the chances of a timely response and moving deals forward faster.
Pros:
- automated SMS workflows to trigger messages based on lead actions
- SMS templates for quick message creation for the sales team
- fully integrated with the CRM
Cons:
- lacks more robust reporting functionality
Pricing: Free trial for 14 days; Start-up plan costs $49 per user per month (billed annually)
7) EZ Texting – best for implementing SMS communications
EZ Texting is a user-friendly and simple SMS customer service software for any level of user.
It requires very little training to fully implement and you can communicate to your contact list right away. With its two-way texting functionality, your customer service team’s response rates improve. Connecting with customers then becomes direct, personal, and more engaging.
Pros:
- simple to use, easy to access, and virtually requires no training
- supports conversational texting
- AI composes mass texts that are tailored to your audience.
Cons:
- doesn’t work on a flat rate so it can become expensive at scale
Pricing: 14-day free trial. EZ Texting plan with 500 credits is priced at $20/month (billed annually)
8) Salesmsg – best for businesses with phone and text customer service
Need to keep track of conversations with clients? Salesmsg is your call and SMS for business customer service then. It lets you utilize your existing landline phone number for texting or give you a new number specifically for SMS purposes. Salesmsg is also Telephone Consumer Protection Act (TCPA) compliant having unsubscribe management and double opt-in features.
Pros:
- lets you text or call from your computer
- allows you to get explicit consent from consumers before sending them text messages or making calls
- integrates with your favorite tech stack like HubSpot, Salesforce, and Intercom
Cons:
- UI is a bit plain
Pricing: 14-day free trial. Paid plan (with 500 credits) starts at $25/month.
9) Textedly – best for basic inbound customer support
Textedly is the simple solution to reach customers who don’t use email regularly—especially if you’re marketing message is time-sensitive. As a customer service texting software, it does offer two-way messaging capabilities. With it, customers can have a direct line to your company via SMS.
Pros:
- receive and auto-respond to common customer questions
- easy to use when building campaigns
- provides text keyword services
Cons:
- there’s a limit to how many messages you can send
Pricing: 14-days free trial. The basic plan costs $26/month, billed annually.
10) Podium – best for collecting feedback through SMS
Podium offers conversational AI agents that can help you increase customer satisfaction and loyalty. Moreover, it lets you collect customer feedback via text messages.
Pros:
- allows you to gather valuable feedback to improve customer experience
- all customer feedback in a unified inbox
- has AI-powered features to improve response quality
Cons:
- sometimes there are automation issues
Pricing: Paid plan charges $399/month.
6 reminders for implementing SMS customer service
If you want your customer service SMS software to be a game-changer for your business, you have to do it right.
1. You need a solid plan.
Start by really understanding your customer base. Dig into your data and figure out who they are, how they prefer to communicate, and what kind of issues they typically face. This info is crucial for tailoring your SMS service to their needs.
2. Give clarity to your plan with clear goals.
Maybe you want to slash your average handle time, boost customer lifetime value, or just free up your phone lines for more complex issues. Whatever it is, write it down and make sure your whole team is on board.
3. Integrate with your existing tools.
Your SMS system needs to work seamlessly with your CRM, helpdesk software, and any other tools your CS team uses daily. These integrations are absolutely necessary for getting a complete view of each customer when they reach out. Additionally, proper integration enables you to track customer interactions across all channels.
4. Test and test again before you go live.
Start with basic functionality tests. Can messages be sent and received correctly? Are automated responses triggering when they should? Then, move on to more complex scenarios. How does the system handle high volume? What happens if a message doesn’t deliver?
5. Train your team well on using it.
Your SMS customer service software is only as good as the people operating it. Comprehensive training is essential to ensure your team can make the most of this new tool. Don’t forget to cover compliance and security issues. Your team needs to understand the do’s and don’ts of handling customer information via text—including any relevant regulations like TCPA.
6. Set up regular performance checks.
Implementing SMS customer service isn’t a “set it and forget it” situation. Regular performance checks are crucial to ensure it continues to meet your business needs and customer expectations. Keep an eye on your automation. Are your automated responses still relevant and helpful? Are there new common issues that could benefit from automation?
Text your way to a better customer experience strategy
With customer service texting, customers can reach out anytime, anywhere, and get the help they need. Pretty much like giving them a direct line to your business that fits right in their pocket. And with the right customer service texting software, your team can handle conversations way more efficiently—faster response times and increased productivity.
We [at LTVplus] can help. Our experts can optimize your customer service strategy, elevate your customer experience, and boost your bottom line. Book a free call today and discover how we can help you.
