5 Best Texting Applications for Better Customer Service
Prashanth Kancherla
Aug 7, 2023
5 Best Texting Applications for Better Customer Service
Did you know?
- 90% of users open an SMS within 3 minutes of receiving the message.
- 45% of SMS campaigns achieve a successful ROI.
- 58% of users say texting is an ideal way for companies to contact them.
SMS communication has been around for more than three decades, and its prominence has only grown. Currently, around 7.26 billion people worldwide own a mobile phone, and a significant portion of users haven’t used the internet due to inaccessibility or high data charges. This makes text messaging the most cost-effective and prevalent mode of customer communication.
A robust customer service SMS software allows businesses to connect with customers especially in places where mobile data isn’t always available or free for the consumer. When it comes to open rates, clicks, and direct communication, it’s evident that SMS is a powerful channel for increasing customer engagement and support.
In this article, we’ve helped you explore and compare the top 5 texting applications that your business can consider for sending bulk SMS.
5 Must-have Messaging Apps for Better Customer Support
Enhance your customer support and marketing efforts with these texting applications that streamline communication and elevate customer experiences.
Over several sprints we perfected the solution which included:
- Advanced predictive logic for pre-empting customer needs
- Frictionless self-service for routine queries
- Accurate routing to boost renewals
- Equipping agents with the right data for effective resolutions
TextMagic
Source: textmagic.com
Text Magic is an easy-to-use messaging and marketing application that allows you to send notifications, alerts, and confirmations to customers across 190+ countries. The average response time for a text message is around 90 seconds. Text Magic understands this and allows you to convert your emails into texts. Furthermore, you can integrate SMS API into your business to send texts directly from your application. With over 20 years of experience and a delivery rate of 98.4%, Text Magic is one of the best ways to power your business through text messaging.
Pros
- Two-way SMS chat with a scheduling feature for reminders and notifications.
- Email to SMS and vice versa, along with SMS attachments and MMS.
- Zapier SMS integration and seamless SMS opt-out management.
Cons
- Text Magic can be expensive when sending out bulk texts
- Email notifications can be redundant at times.
- It can be slow when submitting and receiving messages.
SlickText
Source: slicktext.com
SlickText is an ideal SMS software for small businesses looking to deliver value and reach customers through targeted action-driven text messages. This text message marketing platform offers a comprehensive range of features, from engaging text-to-win contests and interactive SMS surveys to digital mobile coupons and effective loyalty rewards programs. It equips you with all the necessary tools to connect with your audience in enjoyable and impactful ways.
Pros
- Engages subscribers with mass texting as well as one-on-one conversations
- Maximizes results by creating targeted lists based on location, age, purchase history, etc.
- Builds hyper-personalized marketing experiences at scale with automated workflows.
Cons
- Price may go up if the list is growing.
- Users may face occasional image and link attachment issues.
- Can overwhelm new users as the software requires new users to build portions individually.
SimpleTexting
Source: simpletexting.com
Simple Texting is a texting software that makes it easy to personalize your texts and have two-way conversations when running SMS and MMS campaigns. You can use analytics to track delivery, click-through, and subscriber growth, among other metrics. Simple Texting lets you set up autoresponders with dynamic content to manage custom fields. Furthermore, you can host contests, gather feedback via polls, and roll over any remaining credits to the next month, so you pay only for what you use.
Pros
- Segment customer lists to send more relevant texts during message campaigns.
- Create unlimited users and grant access control using Multiple User Access.
- Integrate with CRM to use Simple Texting API & let users opt-in texts using web forms.
Cons
- It may get challenging to view incoming messages on the dashboard.
- Importing CSV files can be cumbersome, and sometimes the contacts can get mixed up.
- Some users highlighted flexibility issues when it comes to the number of outbound texts.
EZTexting
Source: eztexting.com
The all-in-one text marketing solution, EZ Texting, empowers you with keywords, QR codes, and sign-up forms to grow your sales. You can drive employee referrals, schedule staff shifts, and ease enrollment periods with automated scheduling. EZ Texting also allows you to upload existing contacts, segment and personalize lists and drive engagement using over a million free Shutterstock images. You can leverage the built-in reporting dashboard to adjust your marketing strategy in response to messaging trends.
Pros
- API integrations with CRM tools like Hubspot, Mailchimp, and Zapier, among others.
- SMS analytics offer critical insights & track bounce rates, opt-out, and contact behavior.
- Shutterstock library & a powerful image editor broadcast branded announcements.
Cons
- It is hard to filter recurring texts to avoid duplicates.
- Some users have found its customer support to be cumbersome.
- Its credit-based system is often found to be inconsistent among existing users.
Sakari
Source: sakari.io
Sakari is a cloud-based bulk messaging service that empowers enterprises to manage SMS campaigns across 200+ countries. Using their messaging API, you can leverage their mobile application or integrate Sakari with your existing tech stack. You can integrate Sakari with over 1300 applications, including HubSpot and Pipedrive, to send rich text messages online. You can also set up autoresponders to engage in two-way communication consistently.
Pros
- Over 1300 API integrations, including Aircall, Cradle, and Intercom.
- Bulk outbound texts are super affordable.
- Create message templates and track conversation history using SMS gateway.
Cons
- The design and usability of the web app is a bit clunky.
- The options for using a number for texting are limited.
- It makes you pay for inbound messages.
Want a Unified CX platform to Manage SMS, WhatsApp, and Calls? Consider Ozonetel
Ozonetel offers a unified CX platform to manage all your customer communications flows from end-to-end. Businesses have also used our SMS solution to create award-winning campaigns.
With Ozonetel’s SMS solution you can:
- Deliver messages pan-India across any telecom operator
- Get real-time message delivery and campaign reports.
- Leverage Open APIs to program and customize campaigns.
- Integrate with all major CRM and ticketing solutions.
- Scale your campaigns with ease.
To know more about our SMS solution or CX platform, talk to our sales team today.
In Conclusion
Regardless of the choice of your tool, you should look to make the most of your resources. Many of these platforms offer free trials to allow you to find the platform that perfectly suits your requirements. However, each tool has something unique that you should consider while choosing.
Ultimately, choosing the right customer support tool can help you scale your business differently. With the dynamic nature of SaaS and rapid AI adaptation, we recommend platforms that offer AI-driven insights. This will help retain existing customers and attract new customers via word-of-mouth marketing.
Ready to elevate your marketing efforts and customer service with business text messaging? Start a free trial
Ready to take control of your call transfer
experience for better CX outcomes?
Frequently Asked Questions
SMS customer support involves using text messaging as a platform to provide assistance, information, and solutions to customers’ inquiries or issues. This approach ensures that businesses can engage with their customers in a direct and convenient manner, fostering stronger connections and enhancing overall customer satisfaction.
Leveraging SMS for customer support allows businesses to deliver prompt responses, updates, and notifications through text messages, ensuring convenience and timely assistance for customers. By adopting this strategy, businesses strengthen their customer relationships and enhance overall satisfaction levels.
Engaging in business text messaging entails employing SMS as a versatile tool to actively connect with customers, relay vital information, provide timely updates, and facilitate seamless communication within a professional context. This improves customer engagement, streamlines information sharing, and cultivates a sense of reliability and efficiency in customer interactions.
Business text messaging software encompasses a range of features designed to enhance customer communication. These include automated responses for quick interactions, message templates for consistent messaging, efficient contact management, insightful analytics for performance evaluation, and seamless integration with customer relationship management (CRM) systems.
Best practices for business text messaging includes obtaining recipient consent prior to sending messages, tailoring content to personalize interactions, ensuring messages are clear and concise, maintaining a professional and courteous tone, respecting recipients’ time zones, and offering an easy opt-out option for those who no longer wish to receive messages.
