While texting has become a vital part of our lives, most brands have not implemented a customer-texting strategy. Fortunately, SMS offers a platform that is organic for both the customer and the brand, reducing the efforts on both sides. In this article, we look at five key points to consider in choosing an SMS customer-texting service and support platform. Read on to learn how these features can help you improve the experience of your customers.


With over half of the American population using text messaging to communicate, the personalization of your SMS customer texting service & support platform is essential for engaging with customers. Compared to email, texts have 7.5 times higher response rate than emails. As a small business owner, you can afford to give personal attention to your customers and can tailor your customer experience to fit their preferences. Moreover, small businesses have the bandwidth to provide one-on-one communication.

With the personalization of SMS customer texting service and support platforms, you can customize the way your customers receive and send messages. You can add pictures and details before replying to an inquiry. For example, you can create templates for the most common inquiries, such as order notifications and delivery updates. You can filter high-volume requests by the time they have been waiting for or the latest. You can also mark conversations as solved to minimize clutter in the inbox and retain a thread for future communication.


With the help of a low-cost SMS customer texting service and support solution, businesses can build a relationship with their customers. Companies can add links, attachments, and other functionality to the messages sent to their customers. They can track the performance of these messages with the help of a comprehensive reporting tool. Customers can opt in to receive SMS notifications or opt out to receive promotional messages. Textlocal offers a free SMS specialist and a dedicated keyword for each customer segment. The platform is GDPR-certified, which makes it easy to comply with EU privacy laws.

Omnisend combines SMS with email marketing to help businesses stay on top of sales and customer satisfaction. It provides an extensive library of pre-built templates for email marketing, push notifications, and more. The platform has a simple drag-and-drop interface that helps companies build and customize their text messaging templates. Moreover, customers are given the option to sign up for a free trial period before making a decision.


The integration of SMS customer texting service and support platform can provide many benefits to business owners. The SMS integration can be used to consolidate database issues and improve customer satisfaction. For example, SMS notifications can be set to respond to specific contact actions, including email and phone calls. SMS messaging can be personalized to reach specific audiences and help improve overall customer satisfaction. Customers will enjoy receiving both types of notifications and the ability to choose the communication channel that works best for them.

In addition to enabling a seamless customer-facing experience, SMS integration can also help improve a business's operational efficiency. For example, integrating SMS messaging into a support platform will make it easier to manage outgoing communication with customers, while ensuring that messages are delivered promptly. It will also improve customer retention. SMS integration is becoming an increasingly popular and valuable channel for businesses to use, so it should be integrated natively into a customer engagement SaaS platform.


Using emojis in your customer text communications is an effective way to add a human touch to your SMS marketing. Emojis are now being used by over half of consumers in online communications, and the increasing popularity of private messaging apps and services has hastened the trend. The popularity of emojis as texting symbols has also led to an increase in the number of businesses that are incorporating them.

While using emojis is increasingly common, it's important to consider their use carefully. Not only can emojis be useful for marketing campaigns, but they can also be misinterpreted. Use them only in the context they're intended for and be sure to know the appropriate context for each. When using emojis, remember that they can convey both positive and negative emotions.


Whether you're running a small business or a large corporation, the importance of a reliable SMS customer texting service and support platform cannot be understated. Considering how much time and energy is spent on email, social media, and other forms of customer communication, SMS offers a highly effective way to communicate with customers. Not only can you reach out to your customers via text message, you can also use it to provide your employees with information, such as company news and updates.

The best SMS customer texting service and support platform will integrate SMS with email and other forms, providing personalized experiences for your customers. They'll also have a library of TCPA-compliant forms and a drag-and-drop form builder. Omnisend will help you build a highly targeted customer list, track your campaigns, and improve your retention value with two-way text messages.