Templates
50 SMS Templates for Customer Service
Text message templates can help your customer service team save exponentially more time.
Here are 50 essential text message templates and ideas your customer service team can use to provide top-tier support and customer satisfaction via SMS.
7 Welcome Message Text Templates
These welcome message templates give customers the smoothest start to using your product or service successfully. Some of them may even cut down on your amount of frequently asked questions.
Template 1: “Thanks for your interest, [Name]! [link] Check out our FAQ page to get started.”
Template 2: “Thanks for joining, [Name]. Here is a link to our resource hub: [link] You can always use this phone number to contact us for more help.”
Template 3: “Welcome aboard, [Name]! [link] Use that link to schedule your first training session.”
Template 4: “Thanks for your purchase! [link] This short link will show how to best use your new product.”
Template 5: “Thanks for scheduling, [Name]! [link] That link will walk you through what to expect at your first appointment.”
Template 6: “Hi [Name]. Our customer support team is always one text away."
Template 7: “Hi [Name], we’re so excited to have you as a customer! Would you like to update the phone number we send text updates to, or is this the correct one?”
76% of people want to text for customer service, because of the seamless experiences SMS templates like these can provide.
7 Quick Response Text Message Samples
Texting for customer service gives you the power to provide real-time support and solutions, which can make all the difference when converting a new lead or keeping a current customer satisfied. Instant responses are what ultimately keep customers from going to your competitors.
Template 1: “I’m so glad we could answer those questions for you today, [Name]. Would you like to get a quote?”
Template 2: “Here is the link to our pricing page if you’d like to learn more about the [product/service] you had questions about today. [link] We’re happy to help you every step of the way!”
Template 3: “Those are great questions! Would you like to schedule a demo, so I can show you how we meet those needs?"
Template 4: “Thank you for alerting us to this issue. Our team is investigating it now.”
Template 5: “Would you like to schedule a formal phone call to talk through these details in more depth?”
Template 6: “Hi [Name], we saw you abandoned your cart. Are there any outstanding questions I can answer to help you finalize your decision?”
Template 7: “Please call [brand number] or visit [website link] to get more help with this specific issue.”
While not all customer inquiries and support issues can be handled over text, SMS is still a quick and powerful channel to update customers, make them feel valued, and move them toward the most helpful next step.
7 Troubleshooting Text Message Templates
Some support issues are simple enough to handle over text. Your customer service team will love being able to solve them with a premade text template vs. making a phone call.
Template 1: “Can you try [step]? Here’s a help doc: [link] If that doesn’t work, let’s jump on a call.”
Template 2: "Hi [Name], this is a common thing our customers bump into sometimes. [link] Those are a few quick steps that usually fix it."
Template 3: "Can you explain a bit more about the issue you’re experiencing?"
Template 4: "Can you text us a photo of the issue you are experiencing?"
Template 5: "Hi [Name], our team is aware of the issue and we are working to fix it. We will text you back as soon as we have more information."
Template 6: "Our team has identified the issue and solved it. Let us know if you experience any more difficulties."
Template 7: "Hi [Name], I’m following up to see if you’re still having any issues."
You and your customers both win when your customer service team can save time and cut down on phone calls with text messages.
5 Confirmation Text Message Templates
Confirmation text messages keep customers on the same page as you, reduce confusion, and improve overall customer satisfaction.
Template 1: “Hello, [Name]. Your support ticket has been successfully submitted, and our team will get back to you soon.”
Template 2: “Thanks for your purchase! [link] Your order number is [x], and you can check on its status anytime using the link provided.”
Template 3: “Your order from [business name] was successful! You can view the receipt at: [link] Let us know if you have any questions.”
Template 4: “Your order has shipped and is on the way. [link] Use that link to track its process.”
Template 5: “Your appointment has been successfully scheduled for [date] at [time]. [link] Use that link if you need to reschedule for any reason.”
Short and sweet SMS updates like these are way more efficient than emails or phone calls, plus you know they’ll actually get seen.
7 Reminder Text Message Templates
Reminder text messages not only ensure customers have the smoothest experience possible with you, but they also help you keep revenue flowing.
Template 1: “Hi, [Name]. Would you like SMS appointment reminders?”
Template 2: “This is a reminder that your appointment is tomorrow at [time].”
Template 3: “Hello, [Name]. This is a reminder that we have a limited time to update your information before your quote expires: [link] Use that link to complete your information.”
Template 4: “This is a reminder that your subscription is set to renew automatically on [date]. Text us if you have any questions.”
Template 5: “Hello, [Name]. The due date for your new contract is [date]: [link] You can complete it online using the link provided.”
Template 6: “This is a reminder that our service will briefly be offline for maintenance this [date] at [time].”
Template 7: “Your order from [business name] is ready for pickup.”
SMS appointment reminders in particular can be huge for your overall customer experience and revenue flow. Check out our full list of appointment scheduling text templates to jumpstart how your team sets, confirms, and keeps appointments on the books.
7 Automated Text Message Templates
Automated SMS tools, like autoresponders, SMS integrations, and webhooks, can help your customers get the info and help they need without you even having to be in the office. These automated texts specifically come in handy when customers complete certain actions, like filling out an online form or texting you after business hours.
Template 1: “Thank you for texting [business name]. Our office hours are [time] to [time], but we’ve received your message and someone will get back to you first thing in the morning.”
Template 2: “Thank you for filling out the contact form on our website. A member of our team will get back to you shortly.”
Template 3: “Hi [Name], thanks for subscribing to our email newsletter. Would you like to receive text updates as well?”
Template 4: “Thanks for texting [business name]: [link] Use that link to schedule your first appointment.”
Template 5: “Our support line is experiencing an influx of messages right now, but we will get back to you shortly.”
Template 6: “Thanks for contacting [business name]. Our office is celebrating [holiday] today, but a member of our team will get back to you tomorrow.”
Template 7: “Thanks for making your first purchase! Would you like to receive SMS order updates?”
Check out Text Request’s full list of integrations and automations to streamline your customer service.
5 Text Templates to Collect Customer Feedback
Online reviews are the number one way customers decide whether or not to work with a business. Asking for feedback is also a powerful way your support team can make customers feel seen and valued.
Template 1: “How has your customer experience been? [link] Use that link to tell us.”
Template 2: “Hi, [Name]. We saw the comment you left on social media and wanted to ask more about your experience."
Template 3: “We value your customer feedback: [link] Use that link to tell us how we did.”
Template 4: “We’re sad to see you go. Can you tell us what we can do better?”
Template 5: “How satisfied were you with your service today? [link] Your feedback is important to us.”
Text Request’s Review feature gives you the power to insert custom and trackable review links into your texts. Customers are asked to “thumbs up” or “thumbs down” their experience before they are directed to an actual review site, so your customer service team has a chance to handle any negative feedback before it appears on a public review platform.
This is key, not only for maintaining a positive online reputation, but also for learning how your business can improve your overall customer experience.
5 Text Templates to Request SMS Payments
Text-to-pay saves time, cuts down on headaches, and is the preferred way your customers want to handle bills. Here are some examples of how you can text for payments and collections.
Template 1: “Thanks for choosing [business name]! Text [confirmation code] to pay [price] for [service].”
Template 2: “Hi [Name], your next payment is due on [date]. Would you like to pay over text?"
Template 3: “Hi [Name], your last payment unfortunately failed: [link] Use our payment portal to update your payment information.”
Template 4: “Hi [Name], this is a friendly reminder that your payment is due on [date].”
Template 5: “It looks like we’re missing your payment information. Would you like to share it using this secure link [link], or over a phone call?”
Text Request’s Payments feature gives you the power to not only create and send text-to-pay links, but to also monitor all your payment requests in one, secure place. View our full list of payment reminder text message templates for even more examples of text-to-pay in action.
Best Practices for Customer Service Text Messaging
In order to successfully text for customer service, your team needs one organized and secure place to handle messages. A quality SMS platform will:
Text-enable your current customer service number (along with any other phone numbers your business wants to text with)
Give you unlimited users and a dashboard where your entire team can text
Register your phone number with mobile carriers so you meet 10DLC regulations
Automatically add opt out messages to your texts, so you meet compliance standards
These four things are an absolute must to ensure your messages are delivered to customers. An SMS platform will also give you access to helpful features like:
SMS templates, so you can actually save all the premade examples we just shared in an organized way
SMS Chat, to encourage potential and current customers to text you directly from your website
Mass texts (or bulk messaging) to reach your entire customer base at once for updates and reminders
For an even more in-depth overview of best practices, check out our 6 Ways to Maximize Text Messaging for Customer Service guide.
Ready to see what else an SMS service can do for you?
Business texting is a cost-effective solution to triple your customer service team’s firepower. You’ll be able to handle 10x more conversations, plus stand out from competitors who don’t give their customers the power to text them for customer service.
Our own customer service team is readily available to walk you through any questions to find the right SMS solution for you. Just text us to get started!
