Customer Service Messaging: Tips and Templates for SMS + Conversational Channels

Ryan Baum
Ryan Baum
Last updated on 
August 29, 2022
May 23, 2022
Customer Service Messaging: Tips and Templates for SMS + Conversational Channels

Customer service messaging (also known as conversational customer service) is a powerful way to elevate the customer experience and delight customers beyond their expectations. For customers, SMS texting or direct messaging (DMing) with a support agent feels much more convenient and casual than slower channels like email or phone support.

That’s why customer service messaging is one of many recent customer service trends shaking up how ecommerce and D2C businesses offer support.

Certain messaging channels, like Facebook Messenger, Instagram or Twitter DMs, and especially SMS are also much better for “on-the-go” communication, since most people always have their mobile phones and can usually reply to text messages quickly.

In this guide, we’ll discuss how your business can implement or improve SMS support and other conversational channels in your customer service strategy. 

Let’s get started with why it’s important for businesses to offer SMS customer service.

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Which support channels count as “conversational”?

Conversational support channels include any one-to-one, instant messaging conversations. Some examples of conversational messaging channels include:

Why text messaging and other live channels improve the customer service experience

Customers love these one-to-one messaging channels for customer service because they’re so quick and convenient. When implemented well, conversational messaging allows customers to reach your CS team and get answers quickly — within 42 seconds, most of the time. Especially considering that 42% of customers prefer communicating with customer service on messaging apps over any other channel, introducing a conversational channel may do wonders for your brand’s customer satisfaction.

Your customer support team can also use these channels to proactively reach out to customers with important updates and timely discounts.

SMS customer service is especially attractive to your customers because they don’t have to stay glued to your website or check a social media app for new DMs. They can get answers to their questions on a device they already check 96 times per day. Let’s take a closer look at SMS, a channel that’s quickly gaining ground as a standard support option. 

Example of SMS in Gorgias helpdesk

Is conversational and SMS customer service right for your business?

At Gorgias, we believe any industry can find value in conversational support, though some industries and brands will get more bang for their buck with these channels. 

For ecommerce brands that deliver physical products, conversational support is a no-brainer. Imagine your customers get shipping updates via SMS and can just respond to the message if the package isn’t delivered correctly to get immediate help. No need to open up a laptop and log into a support portal or compose an email.

If you’re on the fence about offering conversational customer support, consider whether any of these points are relevant for your business:

First, consider your primary audience. If you sell to millennials and Gen Z, conversational customer service deserves serious consideration. These groups value speed and convenience more than anything: Millennials prefer live chat over every other channel, and 71% of people between 16 and 24 agree that faster customer service would drastically improve the shopping experience.

These two generations grew up texting. It’s a very natural communication style for them, so they’ll feel right at home texting and DMing your brand. They’re also absolutely massive groups — combined, they make up a staggering 42.3% of the U.S. population.

If you’re targeting an older generation, texting may not feel as natural. They have a higher tendency to prefer email or phone, although that’s changing by the day.

Is your marketing team already sending SMS campaigns?

One of the biggest hurdles to implementing conversational support is getting the systems, hardware, and staff in place to respond to SMS texts and messaging app requests at scale. If you’re already sending SMS marketing campaigns, then you already have some of that infrastructure in place.

So, if you’ve already made the investment in SMS for marketing purposes, then integrating messaging with your customer service platform and team requires minimal additional investment.

Fortunately, your helpdesk and SMS marketing software may integrate to give you a centralized way to spark conversations if customers reach out via text or respond to SMS campaigns. With Gorgias and Klaviyo, for example, customer responses to SMS marketing campaigns get assigned directly to an agent for fast response times.

Klaviyo Gorgias integration example

Are customers abandoning conversations on other channels? 

One of the benefits of messaging is that customers don’t have to stay on the phone or by their computer — they can easily continue talking even if they have to take the dog out, go to work, or even fall asleep and respond in the morning. Plus, while email conversations often span multiple days which is frustrating for customers with simple requests, requests on messaging channels usually get resolved before customers lose interest or patience. 

If you notice that your brand currently sees lots of unresolved email threads or phone calls, you might need to offer customers a more convenient and flexible channel to talk to your team. This is a perfect use case for SMS and other messaging channels.

Are you already active on related channels?

It’s important to show up where your customers are. That’s why most brands post and engage with customers on social media pages. But if you’re posting on social media and not providing support to customers who reach out via DM, you’re missing a big opportunity. 

By adding conversational support via Facebook Messenger and Instagram and Twitter DMs, you can maximize your presence on those platforms and provide an omnichannel customer experience for both existing and prospective customers.

Are you struggling to gather customer feedback?

We often discuss the importance of customer feedback to monitor brand perception and constantly improve the product and customer experience. But as most brands know, getting feedback via email can be a challenge because of low survey open rates and lack of follow-up from customers. 

Business texting lets you ask your customer base for feedback on a channel they are less likely to ignore. Text messages have a whopping 98% open rate. Consider sending CSAT, NPS surveys, and other requests for customer feedback on this channel to raise your response rate for more accurate customer support metrics. Of course, with great power comes great responsibility: Spamming customers will quickly damage customer relationships, so don’t send too many messages to their personal devices.

The top 4 things to keep in mind when providing customer service through messaging or SMS

If you try to take your playbooks from other channels and apply them to customer service messaging, you’ll find that they don’t quite fit. Here are some things to keep in mind when your support agents are messaging customers.

1) Personalization is key

Personalization is important across all channels because it matters to customers. A recent Salesforce report finds that 80% of customers consider customer experience to be just as important as a company’s products and services. Further, 68% of those surveyed expect personalization or customization in every interaction. 

Messaging provides a more personalized feel, so lean into it as you’re training your customer service team. And make sure to use a platform that shows you the conversation history and relevant information to help your agents personalize:

The customer sidebar in Gorgias shows a customer timeline, past orders, Yotpo rewards status, and more.

Here are some ways you can personalize your messaging support:

  • Include first name when addressing customers
  • Tailor your greeting to their time zone, if you know it (i.e. "good morning" or "good afternoon")
  • Acknowledge milestones in their journey with your brand (i.e. "I see this is your 10th order with us...")

2) Keep it short and sweet

Because conversational customer service usually takes place on a user’s phone, you need to keep responses short and friendly. The long, detailed macros and templates you might use for emails won’t work when communicating through short messages — depending on your platform and your customer’s phone, long messages might not send or might get broken into multiple text messages. Plus, depending on your brand’s tone of voice, conversational channels are a great place to use emojis, images, and GIFs to make the conversation even more friendly and casual. 

3) Don’t keep customers waiting

Speed is an important factor in all customer service interactions, but it’s critical when sending any sort of instant message. First response time (FRT) is a key customer service metric you can measure with Gorgias through the analytics dashboard. Make sure to track the speed of your responses when you start your support messaging program.

Fast reply to an SMS conversation

4) Select the most widely used messaging applications in your industry

SMS and other personalized one-to-one support channels can get a little complicated because not everyone wants to interact on the same messaging application. True SMS support goes out over cellular networks and lands in users’ actual text messages, the same way messages from their friends and family do.

But you may need to be ready to handle other support channels that use similar short, text-based communication. These include Facebook Messenger, WhatsApp, and your website’s web chat. Certain channels may be a better fit for your unique customer base — for example, Instagram attracts a younger audience than Facebook Messenger, and WhatsApp is more common outside the US. Likewise, you may have other specialized messaging channels or messaging platforms that you need to support.

Gorgias has SMS, Messenger, and live chat functionality

As a rule of thumb, you need to be where most of your customers are, which varies across businesses and industries. But to reach the desired level of customer engagement, most businesses need to be reachable via most, if not all, the major applications and support channels. 

That’s where a unified customer service platform can be really useful. By keeping all of your customer conversations in one feed, you can handle more channels more strategically, through triage and routing to dedicated agents for specific tasks. For example, you could have one agent who just handles messaging and route all messages to that person for a quicker response.

Read on to learn how to choose and install a solution that includes messaging.

What to look for in text messaging tools

SMS customer service is an avenue that customers are growing to expect. But managing yet another communication channel — much less one that demands real-time responses — takes careful planning.

Implementing a messaging strategy requires using tools built for that purpose. Some customer service messaging platforms offer SMS support natively, while others integrate a third-party SMS integration tool to add this functionality. 

As you consider the available options, make sure the one you choose offers the features you need. Some tools are full-fledged SMS marketing solutions. Others focus specifically on SMS as a support channel.

It’s easier for most businesses to use an all-in-one customer service platform like Gorgias to support an omnichannel approach. With this kind of helpdesk platform, SMS tickets can be handled in the same feed as your other tickets and benefit from the same workflows and automation.

Customer service helpdesk with SMS

Here are some other features your customer service tool needs to have to handle SMS ticket effectively:

  • Conversation history (for SMS and other text-based channels like Facebook Messenger or webchat) so your agents know what this client has asked about or needed support for in the past
  • Ability to create and customize macros as replies to SMS questions
  • Ability to send and receive images or videos (this is great if your support teams need to see the damaged item to issue a refund, for example)
  • Routing or triaging capabilities to make sure SMS conversations don’t get lost in a queue of tickets
  • Integration with other ecommerce tools so your agents have all the context they need to reply in a single space (e.g., surfacing Shopify customer data or CRM data during a support interaction)
Logos of Shopify, Recharge, ShipBob, and others to power up your messaging and customer service

10 tips to successfully incorporate messaging into your customer service strategy

Adding each messaging channel at one time might overwhelm your customer support team. Likewise, a new channel may have low adoption if you don’t announce it to your customers. As you begin offering messaging experiences as a part of your customer care portfolio, use our top 10 techniques to maximize the effectiveness of your workflows on those channels.

1) Funnel all interactions to SMS or messaging channels and then move to email or phone if needed

For issues with easy solutions, there’s no reason for customers to engage with email or phone. Emails are slow and clunky and phone calls can lead to customer frustrations, especially if your wait times are excessive. Texts are far faster than either option and can provide simple, accurate information that leads to speedier solutions — and happier customers.

For that reason, we recommend setting up your contact page and information so that text and other live channels are your first line of communication — well, after self-service support. You can always move to email or phone if the customer requests it or if the problem you’re trying to solve is better suited to one of those channels.

2) Consistently let your customers know that you’re available on quick messaging channels

To inform your customers they can now text your brand, we recommend adding “Text us,” plus your phone number, in some or all of these places: 

  • The footer of your website
  • The “Contact Us” page of your website
  • Your Gorgias Help Center
  • Transactional emails (order confirmation, return initiated, etc.)
  • The signature of your support agents

You can put your messaging app information in the same spots, and make sure to say you accept support requests via DM in your social media bios so customers know they can shoot you a message.

See page XX for a full case study on how Berkey Filters drove customers to use their new SMS channel.

Berkey Filters chat prompting people to use the messaging chanel
Source: Berkey Filters

3) Use autoresponders for a lightning-fast first response

Start every messaging interaction with an autoresponder. This tactic lets your customer know that you received their request, and it gives your human agents a small buffer of time to finish up their current encounter before starting the new one. You can also include a link to your help center in case they want to look for their answer on their own.

You can use this tactic whether you’re incorporating chatbots for basic query automation, or using your customer service agents for all customer interactions.

See page XX for an example of an autoresponder Rule for messaging.

4) Create a system to categorize and segment priority tickets 

Some customer support tickets should take higher priority than others. A customer that’s reporting a fraudulent purchase with their debit card needs a quicker response than someone who’s asking if there are any discounts they can use. 

You can start by prioritizing:

  • Tickets that have been open the longest. These are the customers who may be growing impatient, or even angry enough not to shop or work with your business again. This can be set up with a View of tickets that have been open for more than X minutes, where X is an amount of time corresponding to your service-level agreement (SLA).
  • Tickets from VIPs and loyal customers. You can tag these customers and make a View based on that tag to surface their questions and concerns.
  • Tickets that fall into certain intents, like “order/damaged,” which Gorgias auto-assigns through our proprietary algorithms. You can auto-assign these tickets with a “priority” tag using a simple automation Rule and set up a View that has all open priority tickets.
Gorgias' Intent detection can be auto-tagged for prioritization and organization
Source: Gorgias

You can even set up dual priority queues for all priority-tagged tickets: One for priority tickets that are about to go past the response time in your SLA and another for all other priority tickets. Then prioritize the former, followed by the latter, followed by other tickets, to keep your first response time and resolution time down while giving attention to important tickets.

Beyond prioritizing tickets, it’s also helpful to categorize them if they share similarities. Grouping similar tickets together boosts efficiency. For example, your team can come up with one main solution (create a new discount code because the previous one is buggy) and easily resolve the entire group of tickets in a single pass.

5) Use Macro templates to respond faster to repetitive requests…

If you are responding to customer service messages on a platform like Gorgias that supports Macro templates, you need to take advantage of this time-saving feature. But you can’t just take your existing email templates and drop them into these conversations.

You need to create a specific set of Macros for messaging purposes, using the principles we mentioned earlier: short, friendly, personalized, etc. That means you need to use variables like [Customer first name] or [Last order number] to personalize messages. If you set up your Macros strategically for DM and SMS messaging, many can be reused for live chat, as well.

To prioritize building Macros that will have the highest impact, create Macro templates to respond to the most common questions that have come through your helpdesk. You can also ask your team which responses they end up writing out the most and add those templates too. 

Once you create and launch these Macros, you can automatically add Tags to Macros for reporting to see which Macros are being used the most. This will help you understand where you have gaps (or unhelpful Macros) and can make tweaks to improve your agent workflow and customer experience.

6) …Or deflect those repetitive requests altogether with automation Rules

If your customer service platform supports automation, as Gorgias does through our Automation Add-on, you can deflect up to a third of repetitive, tedious tickets instantly, with no human interaction. Much of this automation can be applied to customer service messaging, as well.

When we mention automated answers, some support professionals say something like, “We don’t want to send low-quality automated responses to our customers.” We completely agree: For many tickets, automation doesn’t provide the best customer experience. 

However, as you know, most tickets your support team receives are repetitive and low-impact, like questions about order status (WISMO) or your refund policy. We recommend setting up automatic responses for these tickets, so customers get instant answers and agents have more time to respond to tickets that actually need a human touch.

Look through your reporting dashboards to see the tickets that are taking up the most time on your support team, and prioritize those requests for automation with Rules, where appropriate.

Gorgias automates answers to repetitive questions (like WISMO)

7) Go beyond text-only interactions with multimedia messaging

WhatsApp Business, Facebook Messenger, and SMS support images, and luckily so does Gorgias. This is a more engaging way to interact with customers, and it also allows you to exchange relevant images like broken parts, malfunctioning equipment, and screenshots for more helpful instructions.

If you want to go this route, maintain a catalog of fun, topical images that your support team can use in their customer conversations, and give them the freedom to collect their own images to insert. It’s a great way to make your support feel more personal and human, but use common sense: Frustrated customers don’t want to receive a picture or meme, they want their problem solved as quickly as possible.

Gorgias lets you send multimedia text messages

8) Provide proactive support at scale on platforms that allow it

On platforms like WhatsApp Business, you don’t have to wait around to hear from customers. This allows for a wide range of strategic and proactive support interactions. 

For example, you can send out text blasts:

  • When you have an issue affecting all customers (i.e. website downtime) to let them know what’s going on (and avoid getting excessive tickets about the issue)
  • When you have new product launches or add-ons, driving revenue and customer education
  • When you have relevant announcements for customers: limit these to news that actually affects customers (i.e. shutting down your community or a time-sensitive sale), not company news (i.e. your latest fundraising) 

A proactive approach builds trust with your audience — they will see you going above and beyond with these efforts, and know that you’ll be upfront with potential issues.

9) Integrate your SMS support with your marketing efforts

SMS marketing is a useful tool for your ecommerce store, but it becomes even more powerful when you integrate your SMS marketing tool into Gorgias. Send out SMS blasts and have support agents on hand to handle any questions you get in response, to help nudge those customers closer to a sale.

Gorgias and Klaviyo integration
Source: Gorgias

With certain integrations — Klaviyo, for example — you can even use Gorgias attributes to segment and build campaigns. Use this function for win-back campaigns, or to send a special offer to customers who posted low CSAT scores.

10) Conduct surveys using text messages to collect feedback from customers

Text messages are an effective method for collecting feedback from existing customers, too. Once customers opt in to SMS communication, you can use this point of contact to launch quick surveys that provide valuable feedback.

Response rate is always an issue with email surveys, and other channels see higher response rates. Using a multichannel approach will supply you with more responses and help you make more data-driven decisions with the results.

Note: In a customer service tool like Gorgias, you would use one of our integrations with Klaviyo or Attentive to send the survey to entire segmented lists of customers or prospects, all at once.

SMS customer service templates for common response types

Ready to start implementing an SMS customer service strategy but not sure what to say? We get it: Staying concise yet friendly is tough, and so is conveying all the needed information in such a short space.

We’ve put together a collection of proven templates you can start using today. Adapt as many of these as you need to fit the contours of your business, and bring them into your customer service platform of choice. In Gorgias, you could auto-populate these responses through our Macros.

Note: We’re sharing these templates as text messages, but they can easily be adapted to other conversational channels like social media DMs and live chat. 

Ticket received template

As we mentioned earlier, it’s a good idea to set up an autoresponder. This tactic can buy your team time to finish up a previous interaction or send an email, yet it shows you’re on top of the interaction and will be back soon.

Here’s our template for a ticket received autoresponder:

Thanks for texting {Brand Name}. An agent is reviewing your question now. We’ll get back to you shortly :)

Introduction message template

The introduction message is the point where your autoresponder or chatbot passes off the reins to a human agent. It’s the first point of personalization, and you want to make a solid impression. Still, your agents don’t need to be typing these out every single time. Use a template like this one to break the ice (just with a little less repetitive stress injury):

Hello, {Customer First Name} {Customer Last Name}! I’m {Your Name} from {Brand Name}. Thanks for messaging us. What can I help you with today?

Agent introduction template for SMS

Hours of operation template

There are two frequent scenarios where an hours-of-operations text makes sense. One is as an answer for when customers message you on social media or elsewhere just to ask when you’re open. In those cases, use this template:

Hello, {Customer First Name}! I’m {Your Name} from {Brand Name}. Our hours of operation are Monday through Friday, 9 a.m. to 8 p.m. Best, {Your Name}

The other scenario is when a customer reaches out via a messaging channel and there’s no one on the other end. If your helpdesk isn’t open 24 hours a day, use a template like this when the team isn’t live:

Hello, {Customer First Name}! Our live chat helpdesk is open {list hours}. You’ve reached us outside those hours. Leave a short message here and we’ll get back to you tomorrow.

By the way, if around-the-clock coverage is a goal of yours, you might be interested in introducing contact forms into your live chat widget. These forms let you keep your live chat on 24/7 and, when nobody’s available to answer, they ask customers for contact information so you can be sure to follow up. Learn more about Gorgias’ automation add-on and contact forms.

Order status template 

This one’s pretty obvious: You want to let the customer know the status of an order, and there’s no reason to manually type a whole message to do it.

Use this template when a customer asks for their order status. You can create variations of this one for delays or other order status updates, and even customize it further to include tracking information.

Hey {Customer First Name}, great news: Your order has shipped! It will arrive on {delivery date}. Let me know if I can help you with anything else!

SMS template for order status requests

Payment reminder template

Customers with recurring subscriptions sometimes forget the frequency they sign up for or when their next payment will be. Use this template if customers frequently ask your brand when their next payment is:

Hello, {Customer First Name} {Customer Last Name}! I’m {Your Name} from {Brand Name}. Your next payment of {amount} is coming up. Your card on file will be charged {due date}. Questions? Reply here or call {phone number}.

Pro tip: While there’s nothing inherently wrong with soliciting payment via SMS, many consumers will view this with suspicion. Text channels may not be the best avenue for inviting bill payments or collecting credit card information. It could also lead to more cancellations, which makes it a balancing act, though customer clarity is important to have. Always track the impact of changes to your process and be mindful of how new touchpoints could affect it.

Deals or rewards template

If you’re trying to build brand loyalty or win back an upset customer, sometimes a simple discount code can go a long way. At the end of an SMS conversation, there may be times when you can surprise and delight customers by sending over an exclusive deal. Here’s a template (though you’ll certainly need to customize this one further to fit the details of your offer):

{Customer First Name}, thanks for being such a loyal customer. We’d like to give you {details of the offer}! Click to redeem: {short URL}

Refund issued template

Refunds happen, and they don’t always require a massively complicated interaction with your contact center. If you’re able to resolve a ticket and issue a refund with a simpler interaction, this template can finish the one-to-one portion of the encounter. 

Notice the template specifies that the interaction will finish up asynchronously (via email). It’s a great way to tie off the synchronous, real-time interaction and lead the customer right to the next step (check your email.) 

Here’s the template:

Hey {Customer First Name}! We’ve issued a refund for your last order. We’ll send all the details to your email, but feel free to let me know here if you need anything else.

SMS template for refund issued

Pro tip: You can tie discounts and future order credits into this template, but make sure your entire team is aligned on your official policy as you update the Macros to match it. You may also want to have different tiers of intervention (and offerings) depending on the severity of the issue.

Customer check-in template

The customer check-in is another asynchronous message that occurs outside of an active conversation. Perhaps the customer walked away from a previous encounter or seems to be stuck on the customer journey based on other CRM data.

Whatever the reason, a gentle, well-timed message can sometimes get the customer back on track.

Here’s a model:

Hello, {Customer First Name} {Customer Last Name}! I’m {Your Name} from {Brand Name}. Just checking in to make sure everything is working well for you. If you have any issues with our {products/service} or need anything else, let me know!

Ecommerce SMS marketing tools to complement your customer experience

As we mentioned earlier, SMS marketing lets brands connect with consumers in a personalized and measurable way, just like with customer service. According to Attentive, average read rates of 97% within 15 minutes make SMS a prime channel for connecting with prospects and customers.

If you’re looking for the right SMS marketing tool to work in tandem with your new SMS customer service channel, consider these four leading tools. Each one integrates with Gorgias, along with most of the rest of your tech stack.

Gorgias, Klaviyo, Attentive, Postscript, and Yotpo SMSBump

Each tool offers a slightly different feature set. Revisit the list of features we compiled earlier in this article to help determine which are the most important to you, then vet these four tools against your customized list.

  • Klaviyo, a Gorgias preferred partner, is a leading customer data and marketing automation platform that leans heavily on SMS communications. Automatically create tickets in Gorgias if customers reply to Klaviyo SMS messages, and send Gorgias events into Klaviyo to create targeted audience lists based on support experiences. 
  • Attentive, also a Gorgias preferred partner, sends automatic text messages to your subscribers at each step of the customer lifecycle. It collects real-time behavioral data on customers as well, and the Gorgias integration allows you to see that customer data within the Gorgias sidebar. If a customer replies to an Attentive SMS, it’ll automatically create a ticket in Gorgias for agents to reply to. 
  • Postscript is an SMS messaging tool that drives revenue growth and improves the customer experience over SMS. If a customer replies to a Postscript SMS, it’ll automatically create a ticket in Gorgias for agents to reply to.
  • SMSBump is a D2C focused SMS customer journey automation tool by Yotpo that boasts powerful results: 45% conversion rate and 25x ROI for D2C brands. By connecting SMSBump with Gorgias, tickets will automatically be created if customers reply to SMSBump campaigns. 

And if you’re worried about bothering your audience with texts, a mix of segmentation with SMS marketing templates can ensure you’re hitting the right people with the right offers — and never too often. 

Here are some of our favorite SMS marketing templates.

Templates for SMS marketing and relevant integrations 

Though a customer service platform can handle the above templates, you’ll likely want to expand even further through additional integrations with the platform. If you take that approach, here are some opportunities that open up:

Discount template

If you’re running a sale or trying to drive traffic to your site, a great way to do so is by texting a discount code to customers on your SMS list. Because their phone is probably close by, it’s great way to promote your sale and make sure it gets noticed. Here’s a template you can use (but remember to update with your own promotion!): 

Flash sale, this weekend only! Up to 40% off, including our latest collection. Shop now: {insert URL} 

Discount template for SMS

Appointment reminder template

Medical offices and other organizations that schedule appointments or meetings can bolster attendance and reduce no-shows by providing yet another reminder — one that reaches patients and customers directly via phone.

If your SMS system supports it, you can invite an auto-reply to confirm or cancel an appointment, too. Use this template:

Hello, {Customer First Name} {Customer Last Name}! I’m {Your Name} from {Brand Name}. Your appointment is scheduled for tomorrow at {appointment time}. See you then! Reply Y to confirm, N to cancel.

Order confirmation template

Order confirmation messages simply confirm that your business has received and is processing a customer order. These don’t typically take place during an active one-to-one customer service interaction. Instead, they’re sent automatically and asynchronously, whenever the order confirms.

Still, you can set them up as personalized messages and enable replying so that, if something happens to be wrong, the customer knows how to reach out.

Hello, {Customer First Name} {Customer Last Name}! I’m {Your Name} from {Brand Name}. Your order #{order number} has been received, and we’re working on it now! We’ll message you again when it ships. Questions? Reply here.

Order confirmation template for SMS

Pickup notification template

If you’re in an industry that offers pickup services (whether curbside pickup, custom goods like eyeglasses, or anything else), a text message is a great way to let someone know their order is ready for pickup. SMS reaches customers when they’re on the go in a way that email frequently doesn’t.

Here’s an example:

Hello, {Customer First Name} {Customer Last Name}! I’m {Your Name} from {Brand Name}. Your recent order #{order number} is now available for pickup at {location}. Stop by to grab it anytime today before {closing time}!

Survey or poll template

This message asks your customers to respond to a survey or poll. It’s a data-gathering tool that can pull in responses from people who ignore your emails or the messages at the bottom of store receipts. Try a script like this:

Hello, {Customer First Name} {Customer Last Name}! I’m {Your Name} from {Brand Name}. We value your opinion as a customer and we’d love specific feedback on {topic}. Here’s a 5-minute survey: {short URL}

Membership renewals template

Membership renewals, like payments, ought to be set up as automatic occurrences. Still, it’s helpful to remind a customer that a charge will hit their bank account soon — you don’t want to track down non-payments, and you don’t want angry customers who weren’t prepared for a bill.

Here’s an example:

Hi, {Customer First Name} {Customer Last Name}! I’m {Your Name} from {Brand Name}. Your annual membership renewal is coming up on {date}. Your card on file will be charged on that day.

Membership renewal template for SMS

Message your customers in real time with Gorgias

Customer service messaging across a wide range of message-based platforms can be a powerful addition to your customer service channels. Of these, the SMS channel is one of the most powerful options for businesses that want to reach customers directly where they are.

The scripts and tools provided in this guide should put you well on your way toward a successful SMS support rollout. But make sure that at the core of your customer service operation, you have a platform robust enough to handle everything you need to do — and whatever functionality you might add in the future. For more examples and tactics to launch a successful rollout of SMS support, check out our playbook of Berkey Filters, an online store that released SMS support to great adoption.

Gorgias is the customer support and helpdesk platform built for ecommerce businesses like yours. Our live chat tools and 150+ integrations equip you to reach your customers — whenever and however you choose.

See how Gorgias supercharges customer support and helpdesk via SMS. Alternatively, check out more information about our integrations with:

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