Customer support over phone or email isn’t enough anymore. Today’s customers expect multichannel communication that lets them talk to you on their terms. Make customers feel like more than just a number on a support ticket and offer customer service they won’t forget.
of people are likely to positively perceive a business that offers text message support.
of customers prefer to text a customer support agent over other communication options.
of American people rank text messaging as their most preferred channel for customer service.
of consumers want to have text conversations with businesses rather than just receive information.
Laura West, Support Manager for ThirdLove
Learn why thousands of companies picked Textline over the competition and love using us to communicate with their customers every day.
Customer service SMS is any type of support offered to a customer via text message. is used to resolve customer issues, answer product questions, provide payment reminders, share order status, and more. The reality is customers don’t want to sit on hold or wait hours for an email response. That’s why more businesses are adding SMS as a customer service channel – and seeing the benefits. SMS allows customer service teams to respond faster, serve more people, and improve customer satisfaction.
Overall, Textline helps businesses provide better support and service experiences for their customers with two-way SMS. Plus, with Textline you can effectively route customer conversations to the right team member and keep record of prior conversations with customers.
Provide fast, high-quality customer service, and be responsive when customers need support.
Respond instantly to customers, serve more customers at a time, and shorten wait times in the process. Watch your backlog shrink to nothing.
Make it easy for customers to get in touch, from wherever they are. And our mobile app allows your agents to provide support from anywhere so they’re there for your customers.
Better support interactions create positive associations with your brand. The result is more trust and higher customer retention.
We make collaborating a breeze, leaving more time to focus on what’s important—your customer.
Set up separate phone numbers for different departments in your organization. Getting organized helps you lend a hand when another group needs help.
Use our “whispers” tool to hold private discussions within the platform so that you can get approval from supervisors, discuss next steps, and give feedback to agents.
Your agents can claim conversations to let others know which accounts they own, or transfer clients to other team members with special expertise.
Customers expect their conversations to stay private. Textline handles security so you can handle support.
Organize conversations, and work faster using our automations.
Keep conversation records and categorize them by issue type and outcome using our resolutions feature and tags. Plus, use our search tool to revisit old conversations.
Create message templates to answer common questions, and set up automated responses based on keywords.
Keep your finger on the pulse, and make sure your team and agents are meeting turnaround times and resolution times.
It’s easy to start using SMS as a channel for customer service with Textline. Below we break down five key steps to help you get started quickly.
If you don’t have one already, the first step is to create a Textline account. You’ll be prompted to enter your name, organization, email, and phone number. Click here to create your account.
The second step is to set up your phone number. In Textline lingo, this is called creating a department. You have the option to text-enable your existing landline, VoIP, or toll-free number. Or, you can request a new phone number, which Textline will provide. If you want a separate phone line for different teams or locations, this is possible. You’d simply add a department. Each phone line is referred to as a department within Textline. For example, if your call center handles customer support for two separate businesses you could have one phone number for each one.
The third step is to invite your team members, which we call Agents on Textline. Inviting multiple Agents enables you to work together as a team and respond to customers promptly. Everyone has visibility into the latest messages and can jump in to respond to customers from one centralized dashboard.
When it comes to customer support and service, you are often dealing with inbound messages. As a result, this fourth step is optional, but it can help your team know who is messaging you. If you want, import your existing contact list. You can do so by uploading a CSV file to your Address Book in the Textline dashboard. Once the contact list is imported, you can easily edit contacts, add more contacts, and group them.
Once you have completed the steps above, you can start texting for customer service. If you need help getting started with your first messages, check out our tried and tested SMS templates for customer service. Happy texting!
We can work with your customer support stack. Textline integrates with leading help desk software such as Zendesk, Help Scout, and more.
We offer CSAT, NPS, and custom surveys via text to allow your business to gauge customer satisfaction and predict business growth.
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Still have questions? Text us: +1 415-849-4349 or contact us here.