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Have better conversations with SMS customer service
Deliver instant, personalized support with SMS for business customer service. Heymarket provides full visibility across conversations, channels, and users. Respond faster, stay organized, and deliver consistent messaging to increase customer satisfaction by 30%.
Drive satisfaction with convenient customer service
Customers expect quick, personalized support—and SMS for business customer service makes it easy to meet their needs. Improve response rates, increase engagement with automated texts, and provide seamless, real-time conversations across customers’ favorite channels that keep them coming back.
Gain complete visibility across every conversation
Keep your team aligned with a shared inbox that centralizes all customer messages. Track message history, assign conversations, and ensure no request goes unanswered, giving managers and agents complete visibility into every interaction—across teams, channels, and devices—to provide tailored support that delights.
Help more customers, faster
Scale your customer service without sacrificing quality. Heymarket’s intuitive SMS customer service platform helps teams respond quickly using customizable templates, AI-assisted messaging, and FAQ auto-replies that save agents time—streamlining customer conversations without losing that personal touch they love.
Start texting immediately
Heymarket’s intuitive SMS customer service platform is easy to use and requires minimal training time. You can get set up in minutes, text-enable your business number, and start engaging customers right away.
Help customers faster with AI-assisted texting
Maintain consistency and efficiency in every marketing interaction with AI-assisted texting tools. Heymarket helps refine, personalize, and scale your texting with on-brand messaging that’s powered by your knowledge base and brand guidelines.
Refine your texts
in one click
Instantly adjust texts for clarity, tone, or brevity while ensuring they stay accurate and on-brand.
Provide quick and
accurate answers
Upload your knowledge base and branding to deliver contextual, on-brand replies.
Reach more people
with translation
Empower your team to help more people in more languages.
Automate customer engagement at scale
Keep customers engaged without adding extra work for your team. Heymarket lets you schedule text reminders, trigger notifications based on customer actions like ticket submissions, and send personalized mass texts to targeted lists—which customers can answer directly to start a two-way conversation.
Meet customers on their favorite channels
Engage customers where they’re most comfortable—whether it’s SMS, Facebook Messenger, WhatsApp, or Apple Messages for Business. Heymarket’s omnichannel messaging keeps conversations organized in one place so that you can provide seamless, real-time support across every channel.
Quickly capture feedback
Increase response rates to CSAT surveys and gather real-time customer insights with automated SMS follow-ups. Heymarket makes it easy to send post-interaction surveys that customers can reply to instantly—whether to provide a rating or request more help. AI-powered sentiment analysis also helps provide real-time insights to guide your conversations.
Work with tools you love
Heymarket’s SMS customer service integration works seamlessly with the tools your team relies on. Use data from CRMs like Salesforce, Zendesk, or other enterprise systems to build rich contacts, powerful automations, and personalized campaigns that keep customers happy.
Track and optimize your performance
Gain full visibility into your company’s communication with detailed reports and analytics. Track key metrics like response times, resolution times, and CSAT scores and monitor SMS customer support usage to uncover valuable insights that help increase agent productivity and boost satisfaction.
Text with confidence
Keep your data secure on Heymarket’s SOC 2 Type 2 certified, TCPA-compliant, and HIPAA-compliant platform. Enterprise-grade features like SAML SSO and custom user permissions provide granular access control, ensuring only authorized users can access sensitive information and talk to customers.
Powerful features for smarter customer communication
Heymarket’s enterprise-grade business texting platform helps teams respond faster, stay organized, and engage more customers—powered by SMS for business customer service features like:
Shared inboxShared inbox
Keep every customer conversation organized in one place. Improve visibility across teams, assign messages to the right agents, and use private comments to collaborate behind the scenes.
AI-assisted messagingAI-assisted messaging
Speed up responses and empower customer interactions with AI-driven text tuning, automated translations, personalized replies, and sentiment analysis.
AutomationsAutomations
Streamline your customer service and reduce response times with keyword-based auto-replies, scheduled campaigns, and time-triggered workflows that keep conversations moving.
PersonalizationPersonalization
Deliver meaningful conversations with customized messaging triggered by customer details like purchase history or loyalty status. Automate follow-ups while keeping messages relevant.
TemplatesTemplates
Respond faster with pre-built, customizable templates. Personalize messages with custom fields like names and order details to keep conversations efficient while maintaining a personal touch.
Collaboration toolsCollaboration tools
Use private comments to collaborate on customer messages behind the scenes. Assignments empower managers or team members to route messages to the right person.
Custom permissionsCustom permissions
Control team access with granular user roles and permissions. Ensure security and compliance by setting visibility levels for different teams, managers, or departments.
Contact managementContact management
Manage unlimited contacts and integrate seamlessly with your CRM or eCommerce tools. Organize customers into targeted lists for more personalized communication.
Message analysisMessage analysis
Use AI-powered sentiment and intent analysis to prioritize urgent inquiries, route messages efficiently, and improve customer experience.
ReportsReports
Track SMS customer service volume, response time, resolution time, and more to support your team’s productivity.
Shared inbox
Keep every customer conversation organized in one place. Improve visibility across teams, assign messages to the right agents, and use private comments to collaborate behind the scenes.AI-assisted messaging
Speed up responses and empower customer interactions with AI-driven text tuning, automated translations, personalized replies, and sentiment analysis.
Automations
Streamline your customer service and reduce response times with keyword-based auto-replies, scheduled campaigns, and time-triggered workflows that keep conversations moving.
Personalization
Deliver meaningful conversations with customized messaging triggered by customer details like purchase history or loyalty status. Automate follow-ups while keeping messages relevant.
Templates
Respond faster with pre-built, customizable templates. Personalize messages with custom fields like names and order details to keep conversations efficient while maintaining a personal touch.Collaboration tools
Use private comments to collaborate on customer messages behind the scenes. Assignments empower managers or team members to route messages to the right person.
Custom permissions
Control team access with granular user roles and permissions. Ensure security and compliance by setting visibility levels for different teams, managers, or departments.
Contact management
Manage unlimited contacts and integrate seamlessly with your CRM or eCommerce tools. Organize customers into targeted lists for more personalized communication.
Message analysis
Use AI-powered sentiment and intent analysis to prioritize urgent inquiries, route messages efficiently, and improve customer experience.
Reports
Track SMS customer service volume, response time, resolution time, and more to support your team’s productivity.Wow customers with better, faster support
Learn how Heymarket can help you speed up resolution times, improve engagement, and form customer relationships that last. To get started, book a free demo today!
Book a DemoCustomer service messaging FAQs
Want to learn more about customer service text messaging and SMS customer support? We’ve answered some common questions below. Contact our team if you need any additional tips, best practices, or information.
What is SMS software?
Modern SMS software or SMS customer service software refers to cloud-based platforms that help businesses text with consumers, then receive and read texts. These platforms, Heymarket included, allow you to text-enable a business number or add a new number for texting, and are accessible via websites or as apps on your phone.
What is SMS customer service or text-based customer service?
SMS for business customer service lets customers talk to your team by texting your business number or messaging your brand through channels like Facebook Messenger. To communicate with customers via SMS, you need SMS software like Heymarket. It will help you respond to and manage the many customer SMS messages you receive.
Can I send SMS to customers?
Yes, but before sending customer support text messages, customers must opt in to receive SMS from your business. Once they’ve opted in, you can send important customer service texts like account notifications, ticket follow-ups, return updates, and reminders.
How do I text customers?
Start by setting up your business SMS platform and uploading your contacts. Then, use your customer service messaging tool to compose and send SMS messages for customer support. Heymarket makes it easy to send and manage customer service texts with automation, templates, and shared inboxes.
How do customers text service teams?
For SMS customer support, you need to share your business’s number and let customers know they can text customer service team members. Publicize this information by including it on a Contact Us page, posting about your text customer support on social media platforms, and emailing customers who belong to your email newsletter list.
What does conversational SMS mean?
Some business texting platforms only allow one-way messaging. With one-way messaging, you can only message customers and they can’t reply. Conversational SMS refers to two-way text messaging between agents and customers. Conversational support—providing customer service through messaging conversation—is an effective tactic for helping, engaging, and forming relationships with customers.
How do I send professional text messages?
Text etiquette is new territory for a lot of customer service teams. Use a casual yet polite tone, like you would with a new neighbor. However, with SMS for customer support, you should also add some personality. If your brand guide allows, use emojis and GIFs to liven up conversations and let customers know they’re texting with people, not bots.
How do I get customers to text instead of call?
Some customers will always prefer calls. However, once many customers find out that you offer texting, they’ll start sending their questions via message, empowering your team to answer more customers in less time. Promote your SMS number and opt-in process to encourage them to sign up. Share this information on your website, across your social media channels, and in your email newsletters. Include your response times so customers know they’ll receive faster replies through messaging.
