Text-based customer support is a communication method where businesses assist customers through SMS or messaging apps. It allows quick and convenient interactions without phone calls or long wait times. This technique significantly improves customer satisfaction (CSAT) and builds stronger customer relationships.
Your customers are glued to their phones! But why isn’t your business texting them yet?
A recent survey found that 81% of people check texts within five minutes! Also, most people text daily and look at messages more than ten times a day.
Can’t you sense an opportunity? In 2025, start using “text messaging” as a tool for customer support. You can use it to:
- Send satisfaction surveys
- Solve customer issues through text
Afraid your customers will get annoyed? Don’t be! In 2024, about 79% of people said they are open to getting texts from businesses. That’s a noticeable 11% jump in consumer opt-ins from 2023!
So, want to stay close to your customers? Set up text-based customer support in 2025! Wondering how? Let us assist you! This article first talks about what text-based customer service is, its major benefits, and how it boosts CSAT. Next, we will check out some simple ways you can set up text messaging customer service in your business.
What is Text-Based Customer Support?
In text messaging customer service, you help your customers via text messages instead of phone calls or email support services. Mostly, it is done through regular SMS or apps like WhatsApp and Facebook Messenger.
Your team can send and receive messages to:
- Solve customer problems
- Give updates
- Answer questions
- Collect feedback
And, your customers are open to it! Studies show that about 84% of consumers have opted in to receive SMS messages from businesses in 2025. This marks an impressive 35% increase since 2021.
How Does Text-Based Customer Service Work?
You hire a leading customer experience specialist agency, like Atidiv, or use a texting platform/ software to manage all customer messages in one place. This lets your hired agency or your team to:
- Respond to customer questions
- Send delivery or service updates
- Handle complaints
- Ask for reviews or feedback
- Share product tracking information
Research shows that about 31% of consumers prefer texting a customer service representative over email or phone calls. This makes text-based customer support a leading channel for contact in 2025.
6 Realised Benefits of Text-Based Customer Support
In 2025, your customers don’t want to call or wait on hold. About 82% of them want you to respond within 10 minutes! But how is this possible? Text messaging helps you meet this need. It gives your business a direct line to every customer’s phone.
For more clarity, let’s check out six clear benefits of using text-based customer support:
1. Customers Prefer Text Over Calls
Most people now choose text over phone calls! Studies show only 42% still prefer calling, while 89% say they like texting businesses. Many would even switch to a company that offers texting as a support option.
2. Automation Saves You Time!
You don’t need to type every message yourself. Popular text-based customer support platforms let you set up automatic replies, updates, and reminders. You can:
- Greet customers
- Confirm appointments
- Send shipping updates
- Ask a few basic questions before handing off to a team member
This reduces your daily workload and gives your team more time to solve real issues.
3. Customers Can Reply Anytime
Texting doesn’t need to happen in real time! A customer can send a message, step away, and reply later. No pressure. No timeout.
This makes it easier for people with busy schedules to connect with you when they’re ready (without starting over).
4. Quick Help, Less Waiting!
Customers don’t like to wait on hold. With text-based customer support, they can send a quick message and go about their day. At the same time, your team can handle multiple conversations at once (since they’re not tied to one call).
5. Lower Costs per Conversation
Please note that phone support is expensive! On average, each call costs your business $2.70 to $5.60. In contrast, a text costs just $0.01 to $0.05 per message sent. You can see sizable savings, particularly if you deal with many customer questions every week.
6. Obtain Better Feedback and More Responses
You can use text-based customer support to ask for feedback through short surveys. Since people are more likely to open texts than emails, you’ll get more answers! Studies found that text response rates are around 45%, and most customers reply within minutes.
Does Text-Based Customer Support Boost CSAT?
Customer Satisfaction Score (CSAT) shows how happy your customers are with your service. A high CSAT means customers are getting the support they need, in the way they prefer.
Please note that text-based customer support directly improves CSAT by solving common pain points in traditional customer service, such as:
- Long wait times
- Poor communication
- Hard-to-reach support
Let’s Understand in Detail How Text-Based Customer Support Service Boosts CSAT:
1. Say Goodbye to Hold Music!
- Text messaging lets you give “near-instant responses”.
- This dramatically reduces wait times compared to phone or email support.
- Also, your agents can manage multiple conversations simultaneously.
- This increases productivity and ensures customers get timely help.
- This speed and efficiency directly translate to higher satisfaction.
2. Flexible Support System
- Text-based customer support is “asynchronous”.
- It allows customers to communicate at their own pace without being tied to a phone call or waiting on hold.
- Also, customers can:
- Multitask
- Respond when convenient
- Reach support outside traditional business hours
- This flexibility is especially valuable for busy customers and those who prefer not to speak by phone.
3. Strong Personalisation and Brand Connection!
- Text-based customer support feels more personal.
- It is less formal than other channels.
- As a business owner, you can personalise messages by using customer data (say, addressing customers by name).
- For further humanisation, you can even use emojis, GIFs, and a conversational tone.
4. Text, Tap, or Talk!
- Adopting omnichannel messaging solutions is necessary in 2025.
- You should offer text-based customer support alongside other channels (phone, email, chat).
- By doing so, you give your customers the freedom to choose how they interact with your business.
5. Offers Public Peace of Mind!
- Text-based customer service provides a discreet way to discuss sensitive issues, such as financial or medical matters (without being overheard).
- This added sense of privacy usually makes customers feel more comfortable and secure.
Want to Text the Talk in 2025? Smart Ways to Set Up Text-Based Customer Support!
Studies show that about 98% of businesses using SMS are more likely to succeed in digital marketing (compared to only 80% of those who don’t use it!). But to be successful, you need to set up text-based customer service; the right way!
Let’s see how you can bring it into your business:
Step I: Use an SMS Support Platform
Start by choosing a reliable SMS customer service platform. These tools help you send, receive, and manage messages from one dashboard.
Features to look for:
- Message templates
- Automation tools
- Integration with CRM or help desk systems
- Analytics for tracking response time and customer satisfaction
Step II: Set Up a Dedicated Business Number
Don’t use a personal phone! Register a dedicated business number or use your existing one with texting capability. This builds trust and keeps work communication separate.
Step III: Automate the Basics
Use automation to handle common tasks like:
- Welcome messages
- Order confirmations
- Appointment reminders
- After-hours replies
This technique significantly reduces response times and lets your team focus more on complex queries.
Step IV: Train Your Team on Tone and Timing
Text is casual, but not careless! Train your team to:
- Use clear, simple language
- Stay professional but approachable
- Respond quickly
- Know when to escalate to phone or email
Step V: Monitor Performance and Adjust
Track key metrics like:
- Response time
- Resolution rate
- Customer satisfaction (CSAT)
Use this data to improve your business processes and identify training needs.
Afraid of Drowning in DMs? Outsource Your Messaging Support to Atidiv in 2025!
Setting up and managing text-based customer support isn’t easy. It takes the:
- Right tech
- Trained staff
- Constant oversight
That’s where Atidiv comes in! As a leading CX specialist agency, Atidiv delivers:
- Prompt and 100% accurate support via SMS and messaging apps
- 24/7 service to cover after-hours and peak times
- AI-powered omnichannel support that integrates chat, email, and more
- Higher customer retention and satisfaction (with measurable impact on NPS and CSAT)
Hire Atidiv in 2025 and give your customers the support they deserve – Anytime, anywhere.
Schedule a call with us today and take your customer support to the next level!
FAQs on How Text-Based Customer Support Solutions Boost Customer Satisfaction
1. Is setting up text-based customer support expensive?
No, it’s actually more affordable than phone support! SMS messages cost just a few cents each. Additionally,
- With automation and templates, you can save on labour costs.
- Quick replies and better service usually lead to higher customer retention and more repeat sales.
2. How do I manage high volumes of customer texts with a small team?
You should use SMS platforms with:
- Automation
- Canned responses
Alternatively, you can also outsource to a leading digital customer experience solutions provider agency like Atidiv. Our expert team offers omnichannel messaging solutions and can easily handle high query volumes (even after hours). This keeps your business responsive without overwhelming your team.
3. Will my customers even want to receive texts from my business?
Yes! Research shows 89% of people prefer texting with businesses. Just make sure you get their permission first.
Further, keep messages helpful (like updates, reminders, or support), so customers see real value.
4. How do I keep messages professional but still personal?
Train your customer support agents to use the customer’s name and keep the tone friendly. As a tip, your team should:
- Avoid using slang
- Be polite
- Stay focused on solving the problem
- Use emojis sparingly (if it fits your brand)
- Always respond promptly
5. What if my team can’t be available to reply 24/7?
They don’t have to be! Train your agents to:
- Use auto-replies after hours
- Answer when you’re back
Alternatively, you can partner with a 24/7 messaging support provider like Atidiv. This makes sure your customers always get timely and accurate help (day or night).