SMS Marketing

Text-Based Customer Service: Tips and Benefits

text based customer service

Customers expect quick and convenient ways to get the support they need. And in the last few years, text-based customer service has emerged as a popular solution. This article will explore the tips and benefits of text-based customer service, shedding light on why businesses should embrace SMS for customer service.

The Rise of Text-Based Customer Service

Text-based customer service encompasses different communication methods, including SMS, live chat, and messaging apps. Its popularity is on the rise, and for good reason. The convenience and accessibility of text-based communication make it an attractive option for both customers and businesses.

Benefits of Text-Based Customer Service

Near-Instant Responses

Text-based customer service offers immediate response times. Customers no longer need to navigate through automated phone menus or wait on hold for extended periods. The instant response to customers is highly appreciated, enhancing the overall customer experience.

24/7 Availability

Unlike traditional call centers with set operating hours, text-based customer service can be available 24/7. This round-the-clock support ensures that customers can get assistance whenever they need it, making it especially valuable for businesses with a global customer base.


Text-based customer service allows customers to reach out from the comfort of their mobile devices or computers. They can initiate conversations at their own pace, making it a highly convenient option for busy individuals.


Text-based communication enables agents to handle multiple inquiries simultaneously, which increases efficiency and reduces wait times for customers. This multitasking ability is a significant advantage over traditional phone support.

Record Keeping

Text-based conversations are easily documented and stored. This can be invaluable for both customers and businesses. Customers can reference past interactions, while businesses can analyze these records to identify common issues and improve service quality.

Tips for Effective Text-Based Customer Service

Prompt Responses

The cornerstone of text-based customer service is providing quick responses. Customers expect near-instant replies, so ensure your team is equipped to handle inquiries promptly.


Treat customers as individuals. Use their names, reference past interactions, and provide personalized solutions. Personalization builds trust and loyalty.

Clear Communication

Text-based communication lacks the vocal and visual cues present in phone or face-to-face interactions. Ensure that your responses are clear, concise, and free from ambiguity. Avoid jargon and use plain language.

Use Automation Wisely

Chatbots and automated responses can be incredibly useful for handling routine inquiries, but they should not replace human agents entirely. Use automation to complement human support, not replace it.

Empower Your Agents

Provide your customer service agents with the tools and training they need to excel in text-based interactions. This includes knowledge of your products and services, as well as soft skills in communication and empathy.

Feedback Loop

Encourage customers to provide feedback on their text-based customer service experiences. Use this feedback to continually improve your processes and response quality.

Data Security

Ensure the security of customer data in text-based interactions. Use secure platforms and educate your agents on best practices for handling sensitive information.

Multi-Channel Approach

Integrate text-based customer service into your multi-channel strategy. Offer customers the flexibility to switch between phone, email, and chat as needed.

The Trumpia Advantage in Text-Based Customer Service

Text-based customer service is rapidly becoming an indispensable tool for businesses looking to enhance their customer support offerings. Its benefits, including instant gratification, 24/7 availability, and convenience, are hard to ignore. By following the tips outlined above, businesses can effectively implement and manage text-based customer service, leading to happier customers and improved brand loyalty.

Customer service is a competitive differentiator, and text-based support is a critical component of a well-rounded customer service strategy. Embracing this communication channel can help businesses stay ahead of the curve and meet the ever-increasing expectations of their customers. In the end, it’s not just about providing customer service but delivering an experience that leaves a lasting, positive impression. Trumpia’s SMS marketing software can easily help you achieve all this and much more.

Are you ready to start using Trumpia for customer service? Then pick one of our SMS marketing pricing plans and start getting the best out of SMS for customer service. For more information, call or text 1-888-707-3030.