previous icon Back to blog
May 28, 2021
4 minutes read

17 SMS Customer Service Templates to Use Today

Using SMS customer service templates not only saves time but lets your support team create personalized, on-brand communications with just a few clicks. Today we’ll share business text message templates you can use to give your customers the information they need — fast.

Josh Intagliata
Josh Intagliata,
Product Marketing Manager

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

Here are 17 customer service templates you can start sending today for your business.

1. 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?

2. Post-Transaction Templates

Reaching out to customers after an order or delivery helps make them feel seen and valued. It’s also a welcome opportunity to improve customer service and elicit feedback.

Using post-transaction text templates remind customers of your brand and encourage them to browse again, creating a win-win for customers and your business.

3. 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 they’re on their way!

{Company Name}

4. Shipping Delays

Hi {Title}, {Last Name},

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

{Company Name}

5. Order Follow-up

Hi {First Name},

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

{Company Name}

6. Appointment Reminders

Who doesn’t love appointment reminders? Letting customers know they have a scheduled appointment reduces missed dates and last-minute cancellations.

Hi {First Name},

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

Thank you!

7. 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.

8. 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}

9. 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},

Oh no -- your {Subscription Type} subscription will expire on {Date}! Please respond with YES if you would like your subscription to auto-renew.

{Company Name}

10. Alerts

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

11. Service Interruptions

Hi {First Name} {Last Name},

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

12. School Schedule Changes

Dear Parents,

Please be advised that {School Name} will be observing block schedule next week, {Date} through {Date} for finals. Revised school hours will be {Time} to {Time}. Please pick up your child within 10 minutes of the last bell.

Thank you,

{Principal Name}

13. Subscription Notifications

Per TCPA guidelines, you must receive express written permission to send SMS marketing messages to customers. Confirm new SMS subscriptions — or cancellations by verifying via text.

14. 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.

15. Subscription Cancellations

Hi {First Name},

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

{Company Name}

16. Refunds

Notifying customers about their order refund status reduces email communications and customer service calls.

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}

17. Service Follow-ups

After a live chat session, following up with customers gives you another opportunity to ensure you adequately addressed 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}

Start Sending Customer Service Texts With Mobile Service Cloud

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

Mobile Service Cloud is an all-in-one Customer Service Software that delivers superior experiences, engaging customers, and increasing customer happiness. Interact with your customers seamlessly through SMS, WhatsApp, Facebook, Apple Messages for Business, or automate your conversations with a chatbot.

Get started with Mobile Service Cloud and start texting your customers today!

Learn More About Mobile Service Cloud

Was this article interesting?
Share it!
Josh Intagliata
Josh Intagliata,
Product Marketing Manager
logo linkedin icon

A marketing technology expert, passionate about driving business growth through strategic product marketing. With expertise in digital product marketing, and go-to-market strategy, he boasts a track record of success in driving product adoption and revenue growth.

Latest Articles

payspace customer story
Oct 23, 2023 • Marketing

Enhance your Black Friday SMS marketing with Pages

In recent years, the integration of SMS has played a pivotal role in transforming the Black Friday shopping experience. Retailers and consumers alike have embraced SMS as a powerful tool for communicating promotions, exclusive offers, and time-sensitive alerts.

live-meta
Oct 10, 2023 • SMS

Why SMS Remains As Essential As Ever For Black Friday

One might assume that SMS has lost relevance in an era dominated by popular messaging channels such as WhatsApp and Instagram. However, regarding Black Friday, one of the most anticipated shopping events of the year, SMS remains as essential as ever. While consumers are bombarded with emails, push notifications, and social media advertisements, the humble SMS message, with its 98% open rate, often cuts through the noise and connects businesses with eager shoppers.

mfa-sso-blog-hero
Sep 18, 2023 • Authentication

MFA/2FA vs. SSO: Navigating the Digital Security Landscape

In today's interconnected world, the importance of robust digital security cannot be overstated. As businesses and individuals grapple with increasing cyber threats, the choice of security measures becomes crucial.

whatsapp-authentication
Aug 14, 2023 • Authentication

Two Factor Authentication (2FA) on different messaging channels

Two Factor Authentication, or 2FA, is an effective way to protect your data and customers. But how do you set up Two Factor Authentication? And what messaging channels can be used for 2FA?

two-factor-authentication
Aug 07, 2023 • Authentication

The Benefits of 2FA for Business

Protecting customer data is (or should be) a priority for every modern business. One of the most secure ways to verify customer information is by multi-factor authentication (MFA). In this blog, we’ll discuss the top benefits of MFA (and 2FA) and explain why it’s a must-have for mobile-native businesses.

MSCxMMC
Jul 31, 2023 • Customer Experience

The Benefits of an Integrated Marketing and Service Solution

Consumers are nothing like the consumers of, say, ten years ago. They are more critical than ever before and have razor-sharp requirements. They expect speed, convenience, and reassurance right at their fingertips. Meeting these expectations is quite a challenge. Especially if the marketing and customer service departments operate independently, these departments need to work together seamlessly to serve today's consumers best.

customer service team
Jul 07, 2023 • Customer Experience

The Future of Customer Service Starts with Multidisciplinary Teams

86% of consumers say good customer service can take them from first-time buyers to brand advocates. While excellent customer service is an essential focus of any successful brand, forward-thinking companies are forming customer-focused multidisciplinary teams to help create exceptional customer experiences.

blog_image-hero-fraudmonitoring
Jul 06, 2023 • Compliance

Tips to help prevent fraud in SMS and Voice traffic

With each technological advance, criminals find new ways to defraud businesses, and Communication Platforms-as-a-Service (CPaaS) is no exception. Organizations as diverse as the Formula 1 Heineken Dutch Grand Prix to DHL are enjoying the customer experience and conversion benefits of CM.com. And fraudsters want to get in on the act. We take every measure to assure safety, but it will not stop criminals from trying. But there are some additional steps you can take to help prevent fraud.

Generative AI chatGPT blog about new updates
Jun 30, 2023 • Conversational AI

CM.com's next steps into Generative AI: upcoming releases for 2023

The market for generative AI has experienced significant growth, with over $14.8 billion of venture capital invested in startups building their products on Large Language Models like OpenAI’s ChatGPT and other generative AI tools. The space is booming, evident from the high number of website domain registrations in the field every week. The key challenge for most companies is to find out what will propel their businesses moving forward.