Not long ago, every company wanted an app. Then came push notifications. Then social media feeds. The problem? Customers didn’t really care. They never stopped using text.
SMS is still the channel people actually open, read, and respond to.
Recent studies show:
- SMS has a 98% open rate. Email sits at 26.8%. Push notifications only 7.8%.
- 75% of consumers respond more to SMS than to other channels.
- And 75% of people say messaging, like SMS, is their preferred way to contact businesses.
That’s not just marketing talk. Those are habits.
Why Companies Are Returning to SMS
Over half of companies are putting SMS and WhatsApp back into their customer service mix. The reason is simple. It works. Customers don’t have to download anything. They don’t need to scroll through noisy feeds. A text feels natural.
And it’s universal. Every phone can get SMS messages. Doesn’t matter where you live or what apps you use.
Competitors in the customer service space are already pointing out that SMS helps reduce call volumes, cuts down wait times, and increases first-contact resolution. Many also highlight how text support via SMS gives customers a written record of conversations they can refer back to. These practical benefits are why brands are re-prioritizing SMS now.
What a Good SMS Customer Service Platform Does
It’s not enough to blast out one-way texts. The real value comes when you make text message part of your support team.
That’s where platforms like LiveHelpNow come in. They let you:
- Answer customer texts in real time via SMS.
- Send order updates and confirmations.
- Make transactions easy through two-way messaging.
- Keep SMS alongside chat, email, and social in one place.
Other providers stress automation too. Competitors often build in chatbots that can handle common questions through SMS before handing off to a live agent. This mix of automated text plus human support keeps response times fast without sacrificing the personal touch.
Meeting Customers Where They Already Are
People check their texts dozens of times a day. It’s the one channel they never ignore. When you meet customers there, support feels easier. And it builds stronger connections.
SMS also enhances customer interactions. It integrates well with loyalty programs, surveys, and appointment reminders. Companies are finding that tying text support into these areas not only boosts satisfaction but also drives more revenue.
Trending Now: Conversational AI and SMS
Retail TouchPoints shared how SMS is moving beyond one-way promotions. With conversational AI, companies are turning texts into real conversations. Platforms like PostScript’s “Shopper” let customers ask questions, get product advice, and give feedback through text.
One direct-to-consumer wallet brand that tried this approach saw better ROI, stronger subscriber retention, and deeper insights from their audience. The lesson here is simple: Text messaging works best when it’s more than a marketing blast. Make it interactive. Make it useful. That’s where the real value comes in.
The Takeaway
SMS customer support isn’t new. It’s just been overlooked. Now it’s back. And if you’re serious about customer service, it’s time to take another look.
Looking to make SMS part of your support strategy? Talk to us at LiveHelpNow and see how our SMS customer service platform can help you connect with customers more effectively.
Schedule a demo or start your free trial today.
