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SMS (Short Messaging Service) is the most frequently used messaging system in America. According to a study by Simple Texting, nearly 26 billion SMS messages are sent every day in the USA. It’s a testament to their convenience since nearly everyone uses SMS at some point during the day. With an open rate of 98%, it's the channel you can't miss in your customer service strategy.
Customer service
SMS customer support is any support that a company provides to its customers via text messaging. It’s all virtual, no face-to-face, and nonverbal communication. SMS keeps it sweet, simple, and to the point.
The same rules apply to texting in customer service. Writing an email takes a few minutes. And calling even longer, especially if you’re placed on hold. Text messaging offers immediate answers, and as a part of everyday life, makes it much less invasive, whilst also making it fast and fun.
Compared with other communication channels, it almost guarantees delivery. Even after the messaging apps took over the communication world, SMS still offers various benefits regardless of your location as a business.
A few facts from GSMA Intelligence and CTIA.
- More than 42 billion text messages are sent in the U.S. every week.
- 90% of texts are read in under 3 minutes.
- Text messages have a whopping 96% open rate.
- 85% of consumers prefer to text vs. calling or emailing.
- 75% of consumers are frustrated when they are unable to reply or take an action after receiving an automated SMS message.
- 61% of consumers think businesses should use the same phone number for texts as they do for calls.
Connect with customers
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Benefits
Text messages offer a unique combination of benefits other channels find hard to replicate. No wonder they are a top pick for everyday users all around the world.
Want to go deeper into the advantageous nature of SMS? Listen to the talk hosted by industry experts!
Use cases
Ever wondered how you can creatively use text messages in your business? Listen to the experts talking!
LiveChat and 2way integration
LiveChat and 2Way integration is a great example of how you can run an SMS customer service. The integration runs natively in LiveChat to make it as intuitive as possible.
What are the key features of integrating LiveChat with 2way?
- Seamless handling of text messages within a comprehensive support hub. LiveChat combines all the communication channels into a single chat interface, allowing you to receive and text back your customers in the same way you write messages on Facebook.
- It keeps everything in one place, with a complete history and search engine to navigate communication, regardless if you’re searching for chats or text messages.
- Canned responses, CRM integrations, automation, and role management are all available within the integration. All the LiveChat features we admire work with the 2way app.
- integration is available for all LiveChat plans. Whether you are a giant enterprise or a small local company, you can start texting with your customers right away.
- Clear and precise pricing. With 2way, you won’t be charged for the text messages you receive. You have full control over the SMS channel costs.
Connect with customers
LiveChat is a complete customer service platform that delights your customers and fuels your sales.
Trusted by 36,000+ companies
Find out how to install and use the integration to its fullest potential on LiveChat Marketplace.
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