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May 06, 2024
5 minutes read

SMS templates to streamline customer service

Using SMS for customer service enables service agents to connect with your customers and using templates not only saves time but also lets agents create personalised, on-brand communications with just a few clicks. In this blog, we’ll share SMS customer service templates you can use to give your customers the information they need — fast.

SMS enables you to communicate with hundreds or thousands of customers at once. But are you using SMS capabilities to its full potential when it comes to customer service? Unlike customer service email templates, you can create SMS templates to convey the right information at the right time, making your customers feel seen and attended to.

15 SMS templates to streamline your customer service:

Welcome messages

Use welcome messages to acknowledge a customer’s first contact with your business. Make sure you greet them cordially and invite them to correspond with your business.

Hi {First Name} {Last Name},

Thanks for reaching out to {Company Name}. How can we help you today?

Post-purchase notifications

Notifying customers about their order status reduces email communications and customer service calls, keeps them in the loop and makes them feel valued by your business. It’s also a welcome opportunity to improve service and elicit feedback.

Using post-transaction SMS templates reminds customers of your brand and encourages them to browse again, creating a win-win for customers and your business. These templates include:

Order confirmations

Hi {First Name},

Thank you for your order. Your {Order Number} will be ready to ship within three business days. We will let you know when your order is on its way.

{Company Name}

Order updates

Hi {First Name},

Thank you for your order. Your {Order Number} will be delivered on {Delivery Date}. We will let you know a time slot nearer the day.

{Company Name}

Shipping delays

Hi {Title}, {Last Name},

Due to unforeseen circumstances, your {Order Number} has been delayed. Your new shipment date is {Date}. We apologise for this inconvenience.

{Company Name}

Order follow-up

Hi {First Name},

How are you enjoying your {Purchased Item}? We’d love to know your feedback to help us improve: {Link}

{Company Name}


Hi {First Name} {Last Name},

Your return for {Order Number} has been received. The amount of {Amount} will be refunded to your account within {Number} business days. Thank you for your business!

{Company Name}

Appointment reminders

Letting customers know they have a scheduled appointment reduces missed dates and last-minute cancellations, avoiding lost preparation time and revenue.

Hi {First Name},

Confirming your appointment at {Time} on {Date} at {Business Name}. If you’re unable to make it, please text us to reschedule.

Thank you.

Payment reminders

Sending payment reminders via SMS has a two-pronged benefit. Not only do they help alleviate late payments and fees, but they also help maintain positive cash flow for your business. These templates include:

Late payments

Hi {First Name},

We would like to remind you that payment for {Amount} was due on {Date}. To avoid any additional costs, please make payment no later than {Date} via {Link} or bank transfer.

Thank you.

{Company Name}

Monthly payments

Hi {First Name},

Just a quick reminder that your monthly payment of {Amount} is due on {Date}. Should you need assistance, please contact us at {Phone Number} at your earliest convenience.

Thank you.

{Company Name}

Payment confirmation

Hi {First Name},

Your payment of {Amount} has been processed. If you wish to turn on automated payments click here: {Link}.

Thank you.

{Company Name}

Subscription renewals

Don’t let a membership renewal slip through your fingers. Alerting customers that it’s time to renew subscriptions helps avoid cancellations and service interruptions.

Hi {First Name},

Your {Subscription Type} subscription will expire on {Date}. Please respond with YES if you would like your subscription to auto-renew.

{Company Name}

Service interruptions

Your customers are busy. People appreciate being alerted to special events, interruptions and schedule changes via SMS instead of (or in addition to) email notifications.

Hi {First Name} {Last Name},

{Utility Company} will be performing maintenance in your neighbourhood on {Day}, {Date} between {Time} and {Time}. Please contact our offices at {Phone Number} if you have any questions.

Subscription notifications

Per TCPA (Telephone Consumer Protection Act) guidelines, you must receive express written permission to send SMS marketing messages to customers. Confirm new SMS subscriptions — or cancellations by verifying via text. These templates include:

Subscription sign-ups

Hi {First Name} {Last Name},

Confirming your sign-up for our monthly SMS newsletter. We’ll be sending you 4 msgs/month. Msg&data rates may apply. Reply HELP for help. STOP to cancel.

Subscription cancellations

Hi {First Name},

As you requested, we’ve cancelled your subscription to our SMS newsletter. You’re welcome to come back anytime. Let us know what we can do to earn your future business.

{Company Name}

Customer service follow-ups

After a live chat session, following up with customers gives you another opportunity to ensure you adequately address their concerns.

Hi {First Name},

Following up on our online chat today. Do you have any other questions? Reach out any time if there’s anything else you need!

{Agent Name}

{Company Name}

Use SMS for your customer service with

Remember, an informed customer is a happy customer. SMS customer service templates make responding to customers fast and easy, enabling agents to focus time and resources on growing the business rather than constant account management tasks.

If you're interested in using SMS for customer service, get in touch and speak with a member of our team.

Start sending SMS for customer service with

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Christel Brouwers
Copywriter at Passionate about language and getting’s message out there. Shares content about CPaaS, Payments and more.

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