With customer expectations at an all-time high, customer service teams must pull out all the stops to ensure an excellent customer experience. Your interactions must not only be efficient, effective, and authentic, but you must be available through customers’ preferred channel: text. 

Customer service teams that use SMS effectively can save tons of time without sacrificing service levels. And while you may use text messaging in some capacity, you may not be realizing its full potential — especially if you haven’t embraced automation and are retyping the same responses to frequently asked questions.   

This guide will provide 20 customer service text templates you can use today. We’ll also share some best practices to keep in mind as you up your texting game. 

Let’s get to it. 

Text messaging templates for customer service

Providing excellent service as quickly as possible is the ultimate goal of every customer service organization, regardless of the communication channel. And you should be able to satisfy the 61% of consumers that want to text with businesses. Here are 20 customer service text templates to help you respond based on common scenarios. 

Before sending any texts, adhere to compliance rules for SMS messages and add an opt-out message with every text you send, such as: “Text STOP to opt out of future messages.”

1. Requesting more information

Getting more information upfront from the customer helps expedite problem resolution. That may include providing steps to replicate the issue and asking for product specs or screenshots illustrating the issue. 

Example: Hi [name]. This is [your name] from [company name]. Thanks for contacting customer support. Could you please provide the full specs for the product you are using? Here’s how to locate them [link]. To stop receiving texts, reply STOP.
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60% of consumers prefer to solve their own issues instead of involving support. So if your company has an excellent, well-organized knowledge base, encourage self-service as the first line of defense and potentially quicker path to resolution. 🎉

Example: Hi [name]. Thanks for reaching out to us. We walk through the steps to [issue] in this article: [link to help desk article]. Please follow the directions and let me know if you have any further questions. To opt out of texts, reply STOP.
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3. Problem resolution

With better open rates than email and phone, encourage text for the fastest, most efficient path to resolving an issue. 

Example: Hi [name]. Thanks for contacting [company name] support. I understand the product you received did not match the photos in the product description. Would you like to proceed with an exchange or a return? To opt out of SMS messages, respond STOP.
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4. Following up to confirm problem resolution

Your customers may reach out through many support channels including phone, email, chat, messaging apps (e.g., WhatsApp), social media (e.g., Facebook Messenger), and more. However they connect, consider using text as an easy way to follow up and ensure you address their issue.

Example: Hi [name]. This is [your name] with [company name] support. I just wanted to confirm we’ve addressed your issue and you don’t have any further questions. Thanks again for being a customer. To opt out of texts from us, respond STOP.
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5. Transferring an inquiry to another department

Your role as a support rep is not unlike that of a quarterback — you’re trying to get the “ball” into the right hands. That means connecting customers to the person or department that can best address their inquiry. 

Example: Hi [name]. Thank you for contacting [company] support. I have forwarded your text to our billing team. Feel free to reach out if any other issues arise. Reply STOP to opt out of texts at any time.
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6. Looping in the account manager 

If your customers have dedicated account managers, they’ll probably want to be aware of their customers’ interactions with support, especially if customer have issues within the account’s manager scope and require special attention. 🔎

Example: Hi [name]. Thanks for being a [company name] customer. I’ve forwarded your message to your account manager, [name], to ensure your issue is addressed properly and as quickly as possible. To stop receiving texts, respond STOP.
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7. Scheduling a call to discuss issue

Sometimes you need a live discussion to properly address a customer’s issue. Text makes scheduling easy. 

Example: Hi [name]. This is [name] with [company] support. I want to make sure I have all the information about the issue you’re experiencing. Can we schedule a quick call? Access my calendar here: [link to calendar]. Respond STOP if you no longer wish to receive texts.
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8. Responding to an unhappy customer 

When faced with a dissatisfied customer, your communication should acknowledge their frustration and request time to make things right. 

Example: Hi [name]. This is [your name] from [company] support. I am sorry you’ve had anything less than a stellar experience with us. Please allow us the opportunity to make things right. We’ll be in touch within [timeframe]. If you’d like to opt out of texts, please respond STOP.
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9. Scheduling question

Eliminate the back and forth associated with scheduling appointments by providing available options upfront for customers to select themselves. Then send them an appointment confirmation text

Example: Hi [name]. This is [your name] from [company]. Thanks for your interest in [product name]. Please select from the following time slots to schedule a demo and discuss how the product would work for you: [link to calendar]. To opt out of future texts, respond STOP.
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10. Appointment reminder 

Support resources are valuable — whether you assist over the phone, video, or in person. Sending an appointment reminder text can help reduce no-shows. 

Example: Hi [name]. It’s [your name] from [company name]. I look forward to providing onsite support at [time, date, and location]. Please review [document name] in preparation and confirm this time still works for you. To stop receiving texts, please respond STOP.
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11. Missed appointment reminder 

When appointment reminders aren’t successful, try sending a text to reschedule no-shows as soon as possible.

Example: Hi [name]. This is [name] from [company]. Sorry to miss you for our scheduled appointment today at [time]. If you’d like, you can reschedule here: [link to calendar]. Or let us know if your issue has been resolved. To discontinue texts, respond STOP.
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12. eCommerce order confirmation

While your eCommerce customers will receive order confirmation automatically via email, sending a text once tracking information is available is a way to provide extra-attentive customer service. ✋

Example: Hi [name]. This is [your name] with [company]. Thanks for your recent order [link to order information]. We’ve shipped your product. You can find the tracking information here: [tracking number]. Please let me know if you have any questions. To opt out of future texts, reply STOP.
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13. Payment confirmation

Thanks to instant order confirmations, you’re less likely to hear from eCommerce customers asking if you’ve received payment. However, you’ll get this question if you support businesses where customers can auto-renew or mail physical checks for products or services. 

Example: Hi [name]. This is [your name] with [company]. We received and processed your annual subscription renewal for [product name]. Thanks for being a valued customer. Don’t hesitate to reach out with any other questions. Reply STOP to opt out of future texts.
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14. Delivery coordination

Text can be a more effective way to coordinate deliveries when a signature or installation is required. 🚚

Example: Hi [name]. This is [your name] from [company]. It’s time to schedule delivery for your recent order: [link to order information]. Please select a time slot here: [link to calendar]. An adult must provide a signature to accept delivery. Our driver will contact you enroute. To opt out of texts in the future, respond STOP.
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15. Sharing receipt

Fulfilling simple requests that help your customers is a breeze with text. 

Example: Hi [name]. I’m happy to provide a receipt for your recent purchase [link to receipt]. Please let me know if there’s anything else you need. Thanks for being a [company name] customer. To opt out of texts from us, reply STOP.
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16. Refund request completed 

Text allows you to relay important information, like the status of a refund quickly. 💰

Example: Hi [name]. This is [your name] from [company name]. The refund you requested for order [order number] has been processed. It should reflect on your credit card statements in 3-5 business days. Please let me know if you have any other questions. To stop receiving texts, reply STOP.
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17. Following up with a customer after a call

Gather feedback or close the loop quickly by sending a follow-up text after a call with a customer. 

Example: Hi [name]. This is [your name] from [company name]. Thanks again for speaking with me today. I wanted to see if you have any other questions or concerns. If not, I’ll go ahead and close this ticket. To opt out of future SMS messages, respond STOP.
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18. Survey request

Customer feedback is crucial in support teams that strive for excellence. It’s easier to gather if you send your request for feedback via text. 

Example: Hi [name]. This is [your name] with [company name] support. We strive to provide excellent customer service, and your feedback is important to us. I’d be grateful if you completed this brief survey: [link to survey]. Thanks for being a customer. To stop getting texts, respond STOP.
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19. Requesting a review 

If you get a positive survey back, consider also sending them a request to leave a review of the product or service you provide — you’ll get a better response rate if you ask via text. 

Example: Hi [name]. It’s [your name] from [company name]. Thanks for your recent purchase. We’re anxious to hear how you like the [product name]. Leave a review here [link to review] and be entered to win a reward toward your next purchase. To opt out of future messages, respond STOP.
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20. Out-of-office auto-reply

Generally speaking, customers who text expect a fast response. But if you support hundreds or thousands of customers or don’t provide 24/7 support, it can be impossible to address their issue immediately. An auto-reply allows you to confirm you received their text while setting expectations.   

Example: Hi! Thanks for reaching out to [company name] customer support. You’ve reached us outside of our normal business hours. We will be in touch as soon as possible between [business hours]. To opt out of texts, respond STOP.
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Best practices for SMS customer support

If your business is committed to providing service through customer service text, here are some standard best practices to consider. 

1. Strike the right tone

Striking the right tone in your texts is one way to ensure they won’t opt out and lose trust in your business. 

Lisa Richards, the CEO and Creator of the Candida Diet considers tone carefully. “I know our customers are more likely to engage via text if they know they’re speaking to an actual person. So, of course, we address the client by name. And we keep the tone friendly and conversational, sometimes with an emoji or two to convey the right context-based emotions.” 

2. Gather go-to responses

Once you’ve tweaked our templates to reflect your business and brand voice, save customer service text templates as snippets (assuming you’re an OpenPhone user). 

Send snippets in OpenPhone to quickly send customer service texts.

Simply type “/snippets” into the text prompt, select the snippet you want to use, and marvel at how this little trick saves you even more time.   

3. Get customers on board

Encourage customers to text your business by adding an SMS link to your website and an opt-in checkbox on your contact form. ✅

Setting up auto-reply texts for incoming text messages for customer service

If your team also provides phone support, you can set up auto-replies to reply to anyone who tries calling you to encourage them to text back regarding their specific issue. That way, you’re not playing phone tag. 

4. Schedule customer service texts based on your contact’s time zone

Does your team work with customers across different time zones? 

Schedule a customer service text message in OpenPhone from the web or desktop app.

If so, you can schedule text messages based on their time zone to ensure they don’t get late-night text notifications. This can be especially handy if your customer service volume spikes — and your team is working overtime to reach your SLAs. 

5. Don’t forget an opt out

To recap, you should include an opt out every time you send a customer service text message, regardless if the customer has already given you permission to send them texts. Failing to do so could result in the recipient’s provider flagging your business phone number as spam. 

6. Consider MMS support

Choose a business text messaging platform that supports MMS so you can send and receive videos, photos, gifs, and other rich media to improve support for the customer. 

Ready to fully embrace customer service text?

We all get basic customer service-related notifications on our smartphones. But SMS customer service is more than that — it’s two-way relationship building. Learning to leverage it effectively can improve overall customer satisfaction and be the difference between good customer service and really great customer service. 

Are you ready to see how OpenPhone can support your customer service team? Try OpenPhone free for a week with a temporary number. Then when you’re ready, port any numbers over to OpenPhone for free. 

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Amy is a professional B2B writer who drives results for SaaS and marketing brands. Like a chameleon, she instantly assumes a brand's unique voice and delivers content that never bores readers.

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