The future of customer support
say they would pay more for better customer support.
have to re-explain an issue when speaking to customer service.
get irritated if they don't speak to a real person right away.
The support texting playbook
1. Be available
Make it easy for customers to get in touch however they prefer - SMS, live chat, or phone.
2. Engage in dialogue
Manage multiple 1-to-1 conversations from the same platform, and avoid putting customers on hold.
3. Follow up
Use text messages to remind customers of order status, delivery dates, purchase confirmations, and more!
Easily transfer customers between agents with shared inboxes and routing rules.
Handle multiple issues simultaneously and avoid putting customers on hold.
Use keywords and surveys to automate responses and store customer information.
Text customers straight from tools like Salesforce, Microsoft Teams, and Slack.
Delight your customers.
Let customers initiate a live chat or text conversation from your website.
Offer best-in-class support via chat, text, or phone.
Use custom variables to make your messages more personal and relevant.
Know how your team is performing in real time with our built-in dashboards and reports.
“We saw at least a 40% lift in conversion just using texting as a channel. With texting, we’re able to drive conversions and to have those 1-on-1 conversations with guests on their terms.”
Mike Wilson, CFO, Twiddy
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