Looking for the best SMS Templates to boost your customer support efforts?
You are on the right website.
We’ve crafted the 10 most effective SMS templates that’ll empower your customer support team.
Now, you’ll easily communicate with your customers and meet their needs.
No need to draft a different message every time you need to send a personalised support message.
After reading this article, you’ll have not one but 10 SMS templates for every customer support scenario.
Read, digest, and make your selections.
| If you serve your customers on WhatsApp, also check out 20+ WhatsApp message templates for customer support |
Useful SMS templates for customer support
We drafted these message templates for you, following the best practices for writing SMS copy. So here are the 10 SMS templates to take your customer support to the next level:
Contact us to learn more about how SMSCountry can help you delight and make your customers love you with our SMS service.
Confirmation SMS for receiving a complaint
Send this SMS to customers when they fill out a customer support form to lodge a complaint or make an enquiry:
| SMS template: Hello from [business name]. We’ve received your complaint with [case number]. A customer support rep will contact you shortly. |
Welcome message on new sign-ups
Did a new customer sign up to receive messages from your business? Use this SMS template to inform customers of a successful sign-up:
| SMS template: Hi, thank you for signing up for the weekly newsletter of [business name]. We’re excited to have you here. If you ever wish to cancel your subscription, please send [prompt] to [contact number].” |
SMS for messages outside working hours
Your customers need help all the time. But you can’t always ensure your contact support reps are available 24 hours.
For times when there is no human support available, use this SMS template for customer support:
| SMS template: Hi, [customer name]. Thank you for contacting us. We have received your query. Unfortunately, our working hours are from [working hours]. An agent will contact you as soon as possible. |
SMS to update customers about their orders
Your customers want to remain updated about their orders. So every time they place an order via your website, make sure you keep them updated about it till their order is delivered.
Take your customer support up a notch with this SMS template for order confirmation:
| SMS template: Hi, [customer name]. Your order with the number [order number] has been confirmed. We will update you on the dispatch and delivery date.” |
Send your customer this message once you dispatch the parcel:
| SMS template: Hi, [customer name]. Your order has been dispatched and is estimated to arrive on [date]. We will need a valid ID or a security code before handing over the item. Thank you. |
You can respond to customer queries regarding their orders with this SMS template:
| SMS template: Hi, [customer name]. We acknowledge your [query] and would like to tell you more about our policies. Please visit our website bit.ly for more.” |
Send customers reminders via SMS
Customers always want an immediate and swift response from you. But let’s be honest about one thing. Are customers just as swift on their end?
Nope, not always.
So what you need to do is send them reminder messages.
Use this template to send reminders to your customers about appointments, payments, and anything else:
| SMS template: “Hi, [customer name]. Your appointment with [business name] is scheduled for [date and time]. Please note that lateness might mean rescheduling. If you want to reschedule or cancel, contact us at [contact number].” |
Request feedback from customers
Getting feedback from customers helps you in improving your customer support and business.
SMS is a quick and easy way of getting feedback from your customers.
Use these customer support SMS templates to ask your customers what they think about your business:
| SMS template: Hi, [customer name]! We hope you’re as happy with our services as we are with you. Here’s what you can do to show us how happy you are. Follow this link [insert link] to tell us how we can serve you better. |
| SMS template: Hi, [customer name]. Your complaint with query number [query number] has been resolved. How happy are you with our service? Please take a few minutes to complete this form [link to form] and leave a 5-star review for your customer care agent. |
SMS for action reminders
Perhaps your customer started filling out their information on your website but never completed the sign-up process.
That’s where your customer support comes in. Give them a nudge with this SMS template:
| SMS template: Hi, [customer name]. This is [agent name] from [company name]. Do you need some help with completing your profile? Reply [prompt] for support or [prompt] to cancel future reminders from us. |
Post-service follow-up SMS
Don’t let your customers forget about your business after you deliver your product or services.
So take your customer support team to the next level with the SMS template below. And let your customers know you’re available for them even after they avail your services.
SMS template: Hi, [customer name]. This is [agent name] from [company name]. Checking to see if the [item, product, or service] meets your expectations and if you need any help. Text HELP to connect with a customer care agent. Text STOP if you wish to stop receiving these messages.
| Check out our list of the best SMS service providers for your customer services. SMSCountry provides simple SMS solutions to help you make your customers love you right away. Learn more about our SMS services. |
Subscription notification SMS
A sweet welcome note to your new subscribers goes a long way. So send them a welcome SMS every time your customers subscribe to your service.
Use these SMS templates to make your customers feel welcome by providing the best customer support:
| SMS template: Hi, [customer name]. Welcome aboard! We love having you as part of our [company name] community. Please reach out to us with any questions or complaints. Here are some useful tips [website link] to get you started. |
| SMS template: “Hi, [customer name]. Your subscription has been automatically renewed. To continue auto-renewal services, ignore this message. To opt-out of auto-renewal, please respond [prompt] to this message.” |
Unsubscribe notification SMS
Whenever your customer unsubscribes from one of your services, send an SMS to acknowledge their request.
But that’s not all you can say in the message. Offer them new products or services.
Here’s an SMS template:
| SMS template: Hi, [customer name]. We’re sorry to see you go. Is there something we can do to serve you better? If unsubscribing was a mistake, follow this link [website link] to subscribe again. Or, read through our services for something that suits you better. |
Best practices for SMS copy
Templates go a long way, yes. But the following tips will help you create even more powerful SMS templates for customer support.
Keep your language clear
When it comes to SMS, concise means better.
Look at these examples:
The option B gets to the point quicker and sounds less formal than the first. That is an SMS people want to receive in their inbox.
There is a character limit of 160 characters in each SMS. So keep your SMS within this limit. If you exceed the limit, the SMS will count as two or more SMSes.
Use power words
You…Because…guaranteed…save…free…easy.
Do you know what’s common in these words?
They’re all powerful words that will grab your customer’s attention.
Yes, they are simple words. But they evoke emotions and stir curiosity in your customers.
Instil a sense of urgency
Use FOMO words that would trigger your customers to act immediately. These words include ‘limited time offer’, ‘happening now’, ‘today only’, ‘last chance’, and ‘15 items left’.
Create your own SMS templates for customer support by incorporating these words. And see how your customers jump at your offers.
Avoid complicated terms
Keep your message simple and use words that your readers understand.
Yes, there is a limit for words and characters on SMS messages. But that doesn’t mean you shorten words. Incomplete words make your messages harder to understand.
Look at these examples:
Some readers might mistake the first message for jargon because of the abbreviations.
Option B, on the other hand, gets the message across.
Avoid confusing emojis and symbols
Emojis are fun and help you connect with your readers. But there’s a catch.
Your message can get lost if the reader doesn’t understand your emojis.
Include contact details
Always add complete contact details in your SMS. This part is especially important if you’re promoting an event or launching something new.
Use caps wisely
Caps can come across as aggressive or emphasise the wrong word when you don’t use it correctly.
Take these cases for example:
Include a CTA
Call-to-actions prompt your readers to take the next step. It is up to you to decide your CTA – from clicking a link to sending a message.
If your website link is too long, you can shorten it with tools like Bitly.
Personalise your messages
Personalised messages make your readers feel more connected to your business.
Add a friendly touch to your messages on special occasions such as birthdays, anniversaries, and holidays.
Use your customers’ names in every SMS as an added touch to your customer service. You can personalise SMS templates too. Here’s an example:
Offer opt-out
Customers appreciate it when businesses acknowledge their choices and let them make decisions.
You always offer customers the choice of receiving your messages. Always give them the option to opt out of the service.
Improve your customer support with SMSCountry
You can boost your customer support with these SMS templates and best practices for writing SMS copy. But there’s one thing missing. You need a good bulk SMS provider for this.
Check out our blogs on the best bulk SMS providers to serve your customers.
SMSCountry is the leading bulk SMS provider that helps small and medium-scale businesses send and receive personalised messages.
You can send text, audio, and two-way SMS with SMSCountry to build meaningful connections with your customers.
Learn more about how we can help you.
