SMS for Customer
Service and Support

Make your customers happier by adding SMS to your customer support offerings. Text messaging gives your customers the convenience to ask quick questions without having to turn on a computer or make a phone call.
SMS for Customer <br>Service and Support

Customer service and support are one of the most significant parts of a business after the sale. Happy customers keep coming back, refer new customers and leave honest and trustworthy reviews.

I hope you can help me right now. I’m having trouble with my internet.
Hello [Firstname]. Thank you for connecting with us. Let’s see what we can do to get you back online. Can I start off with your account number?

Customers want to connect with you
on their terms

Text messaging allows them to reach you from almost anywhere and at any time.
Set your team up for success

Make it simple and easy for your customer support team to respond and create better customer experiences with text messaging’s natural and conversational charm.

Boost efficiency

Alleviate simple, frequently asked questions by using SMS automation and conversational AI to understand their intent and respond accordingly.

Work smarter with integrations

Respond to enquiries with text messages by using our direct Zendesk SMS integration. You can also connect with another app using Zapier or build your own integration with our bulk SMS API.

Customer Service and
Support Use Cases

A SMS customer service platform does more than just send and receive text messages. Many of our clients use Burst SMS to improve customer support and experience with:

Queue Management
Whether people are waiting to pick up their orders or for their table, SMS notifications can keep things efficient and let them know when they are ready.
Thank you for joining us! Your estimated wait time at [Restaurant] is 20 mins. We look forward to serving you!
Your table for 4 is ready! Please check with the host/hostess at the front to be seated. Text ‘1’ if you are on your way or ‘3’ to cancel your spot.
Reminders & Reservations
When someone misses their appointment, no one wins. Use text messaging to help remind your customers to arrive on time.
Reminder - [Company Name] Hi [FirstName], this is just a friendly reminder that you have a [AppointmentName] today at [Time].
Hi [FirstName], your reservation for 4 people is confirmed at [Date] and [Time] at [Restaurant]. We’ll see you then!
Order Confirmation
You can send your customers an alert when their order is completed, processed, and shipped. SMS is a great way to build confidence in the buyer experience.
[BusinessName]: Thanks for shopping with us! Your order is confirmed and will be shipped shortly. Details here: [Website]
[BusinessName]: Hi [First Name], your package has now been shipped. Estimated arrival date is 7-10 days. View tracking details: [Website]
Automate FAQs
Save your customer support team time by using automated text messages to help answer frequently asked questions.
Hi, thank you for reaching out. Our store hours are currently Mon-Fri 9 AM-8 PM. Sat-Sun 10 AM-6 PM.
Items are usually shipped within 24-48 hours. Delivery may take up to 10 business days.
Alerts for Emergencies
If you’re in an emergency or want to get an important message out quickly, SMS is one of your best and most cost-effective options.
[Business] Alert: [Date][Time] - Status of [Server Name]: [Status]. Ping timed out. Please check.
ALERT: Storm warning at [Location] until 9 PM AEST. Details: [Website]
Feedback & Survey
Build better relationships with your customers by asking for feedback about their experience with your customer service team.
Hi [FirstName], Thank you for visiting us yesterday! How did we do? Please let us know with this 2-min survey [Website]
Hi [FirstName], We’re curious – on a 0-10 scale, how likely are you to recommend us to a friend or colleague? Opt-out reply STOP
2FA & Security
When it comes to money, privacy, and account security, people take it very seriously. With two factor SMS, you can help protect your business and customers.
[Business]: Your security code is 123456. Your code expires in 10 minutes. Do not share this code with anyone.
Welcome to [Business]! Please use code 123456 to verify your account. If you did not sign up for a [Business] account, please ignore this message.
Onboarding Experience
The first few steps after your customers convert are crucial. You have their full attention, so use this time to send them helpful resources so that they feel valued.
[Business]: Hi [First Name], Thanks for signing up to [Service]. Here are 5 quick tips to get started [Website Link]. Have questions? Call [Number]. Opt-out reply STOP
Welcome to the [Business] family, [FirstName]! I’m [EmployeeName], and I’ll be your main contact. Have any questions? Reply here.

Why Burst SMS for
Customer Service & Support

With a 98% open rate, SMS messages are the best way for a business to provide customer service.

100% SMS Delivery to Carrier Guarantee icon
100% SMS Delivery to Carrier Guarantee
All messages are sent through direct ON-NET connections to Telstra, Optus, Virgin Mobile, and Vodafone
Virtual Mobile Numbers icon
Virtual Mobile Numbers
Get access to high-quality bulk SMS numbers to maintain brand consistency and recognition
Enterprise Security icon
Enterprise Security
We are Australia’s first bulk messaging provider to be ISO 27001 certified and offer full Australian Data Sovereignty
Feature-rich icon
From our flexible SMS API and integrations to email to SMS and quick SMS, see why 35,000+ businesses choose burst for SMS advertising
No Contract icon
No Contract
Our bulk SMS service is prepaid. No need to worry about monthly contracts or commitments
24/7 x 365 Support icon
24/7 x 365 Support
Get world-class support around the clock. Our team of messaging experts are here to help.

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