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When communicating with your customers and potential customers, you want to make sure you do it right. With so much noise out there, people are being inundated with messaging from companies each and every day. Here’s how outsourced SMS support services can help your business stand out from the crowd and reach more people more effectively without wasting their time.

What is SMS Customer Service?

Short message service(SMS) uses text messaging to spread promotional messages (upon recipient’s permission). How many of us use a quick text to ask a question or share information instead of making a phone call that will take up more time (if it gets answered) or sending an email that might not get noticed? Call center text messaging is a great way to reach customers in a way that’s quick and more likely to get noticed.

What Makes Outsourced SMS Support Effective?

There are a number of factors that make text message service centers effective. They can all be summed up by one important thing: text messages get read. End of story. According to recent research, 91 percent of Americans have a phone with ready access to text, and text messages have a 98 percent open rate. Compare that to emails with an average open rate of just 22 percent.

Almost half of all emails are junk emails. That’s why we have junk filters and folders and why so many mass emails never get read. People also tend to have multiple email accounts and let less pressing emails get buried in their inboxes (if they make it to their inboxes).

SMS text messaging services are effective because texts get noticed. People usually get notifications for each message they receive. Texts are supposed to be brief, and when well written by text message marketing professionals, they can get the results you want.

Is SMS Legal?

There are regulations in place for SMS marketing services, but there are actually fewer regulations than there are for mass emails. The main consideration to keep in mind is to provide ways for your customers to grant consent to receive messages. This can be done with signup sheets at your locations or on your website, and by using keywords that they can text to your SMS marketing service to get them signed up. The other important thing to keep in mind is to make sure your call center text messages have opt-out options such as a link they can click or a brief message they can send in response to one of your messages to quickly unsubscribe.

Your SMS support professionals will work to craft compelling messages that will keep your audience involved and wanting to receive your promotions. Sending them at a consistent frequency is also key. If you focus on sending text message marketing messages between 2-4 times per month, people will be less likely to opt out.

Why Choose ROI CX Solutions for Outsourcing SMS Support Services?

ROI CX Solutions ensures that every customer call is handled by professionals taking orders in a timely and friendly fashion. We put each of our inside order takers through a rigorous training program, and we make sure they are educated on the specifics of your brand, your products, and your services.

When you choose to outsource your SMS services with ROI CX Solutions, you’ll find our order entry takers are provided with all the information they need to quickly and completely answer customers’ questions.

SMS support services for customer service can help your business reach more people by increasing open rates and staying in touch with your audience. You get to keep your messaging brief and direct. This helps you put your promotions right in your customers’ hands. Learn more about our multichannel support services or request a free quote today and find out what ROI CX Solutions can do for you.


Our clients represent some of the most recognized customer service brands in the world – thanks to their partnership with ROI CX Solutions. We drive customer service with a brand-focused, industry-leading strategy that delivers happier customers, better retention, and better business results every time.

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