By David Whelan, Managing Director, Clarity Telecom

As the range of available communication options expands many businesses are returning to more familiar, mobile communication methods similar to SMS or ‘text’ messaging.

Business text messaging is one way that companies can adapt to suit their customers’ busy schedules and preferences and can be part of an overall telecommunications service, whether relying on traditional or internet-based phone solutions.

Texting is a quick and easy way to communicate and solve a problem as agents can often respond to customer texts faster than they can to live calls.

Text messages have a higher opening rate than any other mode of communication. If your customers are opening the message, at least 90% of them are reading it. Thus, text messaging can make it easier for you to reach out to customers.

It may seem like any new way of doing business is restricted to large businesses with sizeable budgets. But, small businesses and text messaging are a great fit.

SMS is an affordable, efficient and convenient way to contact clients and can be used to improve your customer service, no matter how many or few people work for your company.

There’s no complicated interface when dealing with mobile-to-mobile messaging. Just a message and a recipient.

Many businesses may worry that this practice is intrusive or unprofessional, though it is rarely viewed that way. The biggest issue businesses have with using text messaging for customer service is that texts are perceived as personal.

This concern may be justified when text messages are used for mass marketing. However, business text messaging for customer service is personal due to the one-on-one nature of the conversations between customers and service representatives.

Consider if business text messaging for customer service is right for you and your customers. Would it make your business run more smoothly or improve customer satisfaction? In addition, could it deepen your relationships with clients? Consequently, would this improve the quality of your business?

All businesses who have customer service as their priority need to find fast, efficient and convenient ways to communicate with their customers and text messaging is one of the most accessible ways to do this.

Text messaging should be integrated into a much wider telecommunications strategy, whether the business relies on a traditional landline or VoIP (Voice over Internet Protocol) system.

For information or guidance on how integrated telecommunications can improve your business, contact a member of the Clarity Telecom team on 0800 912 1000 or visit