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4 SMS Do's and Don'ts in Customer Service


SMS messaging is an effective channel to reach your customers, however, there is a right and wrong way to send text messages. For customer service interactions, SMS provides quick and easy communication, enabling customers to read on their own time and respond accordingly.


It is no surprise that utilizing SMS messaging in contact centers is becoming increasingly more popular. With the millennial generation being at the top for preferring omni-channel communication, SMS plays a vital role in customer satisfaction.


To successfully send out text messages to your customers, there are a few dos and don'ts you have to remember.


Do Send Out Updates


One of the best ways to get your customers engaged with your company and brand is by updating them with relevant information, such as offers, products, and services. Updates may even include announcements concerning holidays or customer appointments. Regardless of the type of update you want to send out, customers are exposed and reminded of important information with SMS messages that they will thank you for.


As a way to make your organization stand out, do not be afraid to use emojis in your updates. Texts don’t have to be boring for your customers to pay attention.


Do Not Dismiss Time of Day


It is easy to get lost in the convenience of SMS messaging, however, keeping track of when you are sending out messages is significant in satisfying your customers. No one wishes to receive messages from your organization when they are trying to fall asleep at night or waking up early for a jog before work.


The best time to send out SMS messages is between the time of 11:00 a.m. and 9:00 p.m. Sending messages at the wrong time can cost you customer satisfaction.


Do Provide an Opt-Out Option


Some customers prefer to communicate with your company through email and voice, which means your organization should accommodate these needs. On top of that, customers may receive too many text messages on a day-to-day basis and may need to opt-out of your messaging campaign.


Supplying an option to opt-out easily will reduce frustration of customers that do not wish to be receiving your messages. Regularly remind customers how they can opt-out in your daily messages.


Do Not Send Too Much


Even if your customers are opting-in and giving back positive responses, this is not the cue to send out extra messages that may be unnecessary. Simple messages are key in not overwhelming your customers and getting to the point of each message. Sending out messages too much may increase the rate at which your customers opt-out. To avoid this, stick to a solid plan for how many times a day or week you send out messages.



Following a plan when communicating with your customers via any channel will help increase customer engagement and attract new faces. Be sure to always collect consent for opt-in from customers that may be interested in receiving SMS messages.


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