Title: SMS for customer service
URL: https://www.infobip.com/sms/customer-service
# Reduce support costs and increase satisfaction with SMS for customer service
Infobip’s SMS solution enables customer service teams to handle 5–10x more requests per agent by automating repetitive interactions, reducing customer wait times, and improving satisfaction.
[ Contact us ](/contact)
[ See SMS pricing ](/sms/pricing)
## Handle more queries faster, freeing your team for what matters most
Today’s customers expect fast, personal, and convenient support, no matter where they are. SMS remains the most universally accessible channel, delivering instant, reliable communication with a 98% open rate.
Infobip’s SMS platform helps modern support teams automate routine inquiries, accelerate response times, and create consistently excellent experiences, globally and at scale.
### Automate up to 80% of tasks
Instantly resolve FAQs, send order updates, process password resets, or handle appointment reminders. Free your agents to focus on complex, high-value interactions.
### Accelerate response times
SMS-based support means no waiting for apps or Wi-Fi. Customers get answers right when they need them, anywhere in the world.
### Reduce support costs
Intelligent SMS automation means you handle 5–10x more requests per agent, leading to lower overhead and higher productivity.
## SMS features built for modern customer service teams
Two-way SMS
### Enable two-way conversations via SMS
Enable genuine, interactive support with Infobip’s two-way SMS chat. Agents can effortlessly exchange messages with customers in real time, resolving issues, answering questions, and following up on requests, all within a single, streamlined platform.
Intelligent routing
### Route every query to the right expert
Our platform intelligently directs incoming messages to the most appropriate team or agent based on context, keywords, or customer history. Eliminate manual sorting and long wait times, connecting customers with the right specialist from the start.
Automation
### Automate routines, focus on what matters
Modernize your support with built-in SMS automation and AI chatbots. Instantly respond to frequent requests like order tracking, password resets, or appointment reminders, without involving your agents.
Analytics
### Optimize every touchpoint with actionable data
Gain full visibility into your customer service operations and communication with advanced analytics for your contact center. Track SMS deliverability, response times, customer satisfaction, and agent performance in real time.
Opt-in/opt-out management
### Ensure compliance and improve customer trust
Collect, record, and manage customer consent with automated opt-in and opt-out processes—right out of the box. Infobip’s consent management features are built to ensure compliance with global and local regulations, keeping you audit-ready, and making every message you send a welcome one.
Security
### Enterprise-grade security for peace of mind
Protect customer data and communications at every step. Infobip’s SMS platform is built to meet stringent security and privacy standards, including GDPR, HIPAA, and TCPA. All messages are securely transmitted and stored so your business stays compliant, and your customers’ information remains safe—wherever you operate.
[ Contact an expert ](/contact)
## How support teams use Infobip SMS
Read our customer stories to learn how our customers reach their business goals using SMS and other channels.
## Flexible pricing models
Choose a pricing model that best suits your needs.
[ See SMS pricing ](/sms/pricing)
### Pay-as-you-go
Top up your account as you need with a flexible, pay-as-you-go model.
[ Sign up for free ](/signup?signup_source=InfobipProductPageSMS)
### Volume-based discounts
Want to send large amounts of SMS? Get a special offer for high volumes.
[ Contact us ](/contact)
## How to start using Infobip SMS for customer service
Launch reliable SMS support in days, not weeks. No technical barriers, no complex setup.
### Connect your existing tools
Getting started is as simple as connecting your preferred systems. Infobip integrates seamlessly with leading CRM, helpdesk, and customer support platforms like Salesforce, HubSpot, Zendesk, and more. Choose from 36+ ready-made integrations or build custom ones with our APIs.
### Define your support flows
Set up automated responses, FAQs, or chatbot-driven conversations for common inquiries like order status, password resets, or appointment reminders. Customize journeys for your business needs—our intuitive interface makes it easy, whether you want codeless configuration or advanced routing.
### Collect consent and stay compliant
Easily manage opt-in/out and customer consent via SMS with built-in compliance tools. Infobip keeps you protected across regions (GDPR, HIPAA, and more) and automates subscription management for safe, trusted messaging.
### Go live and scale instantly
Activate your SMS customer service channel in minutes. Start sending and receiving real-time support messages to your customer base, track performance with powerful analytics, and refine your flows as your needs evolve. Infobip’s infrastructure scales effortlessly—from a few hundred messages to millions.
### Get expert support every step of the way
Our onboarding specialists and customer success teams guide you from first steps to advanced optimization. Enjoy 24/7 support and proactive service, ensuring your SMS customer journey delivers maximum impact.
## Helping you ensure SMS compliance
Understanding and complying with data protection regulations like GDPR and TCPA is essential for sending SMS as a business. Our platform makes this easier with features such as consent management, secure data handling, and detailed auditing, ensuring you meet both regional and international legal requirements.
[ Contact us ](/contact)
## Integrate with your favorite platforms
With our wide range of integration options, you can easily connect SMS with your system.
[ Explore all SMS integrations ](https://partners.infobip.com/exchange?capability=235)
## Frequently asked questions about SMS for customer service
Infobip helps you provide instant, universally accessible communication on the most reliable channel globally, SMS. With a 98% open rate and typical read times under three minutes, SMS ensures urgent support queries and updates are seen fast.
Our platform offers SMS automation features and AI-powered chatbots—so common inquiries are handled instantly, freeing agents for complex cases.
Two-way texting enables conversational support, building trust and engagement, while advanced analytics help you optimize every touchpoint.
By integrating SMS with your CRM or helpdesk, Infobip helps you streamline workflows and deliver consistently excellent experiences, reducing operational costs and driving higher satisfaction.
Infobip SMS supports a wide range of customer service message types, giving your team the flexibility to address nearly any support use case.
Our SMS platform powers interactive support scenarios like automated replies to FAQs, real-time notifications for service issues, and personalized responses to customer inquiries.
You can also deliver surveys, NPS requests, and feedback collection via SMS, helping you gauge satisfaction and improve service. With two-way messaging, your customers can respond or ask questions right from the default text app on their phones, making support convenient and accessible.
Yes, Infobip’s SMS platform offers true two-way texting, making it easy for agents and customers to engage in real, conversational exchanges.
Customers can reply directly to your messages or initiate a support inquiry, and your agents can respond instantly, resolve issues, or follow up on requests, all through a single channel.
Intelligent routing ensures these conversations are assigned to the right agent or department, so nothing gets missed. This interactive approach not only speeds up resolution times and reduces call volumes but also creates a more personal, satisfying support experience, ideal for building customer trust and loyalty.
Absolutely. Infobip offers more than 36 ready-made integrations, plus APIs and developer tools, so you can quickly integrate SMS messaging into your CRM, helpdesk, ticketing system, and mobile apps.
This means agents can manage SMS conversations alongside other customer interactions, maintain complete context with unified data, and trigger automated support messages directly from your core business workflows.
Infobip’s flexible integration options eliminate technical barriers and make SMS a natural extension of your support strategy.
SMS offers a significant advantage over both email and phone support when it comes to speed and engagement. With SMS, messages reach customers instantly, and 98% are opened—often within minutes. This immediacy means urgent questions or alerts are addressed faster than emails, which can stay unread or get lost in overloaded inboxes.
SMS also reduces wait times and call queues by delivering responses straight to customers’ mobile devices, where they're most likely to take action. Our Messaging trends report shows customers value the convenience and brevity of SMS, leading to higher satisfaction scores and quicker issue resolution.
For modern support teams, SMS provides the perfect blend of efficiency and accessibility, driving better customer experiences.
Yes, Infobip's platform is designed to support collaborative, multi-department customer service workflows.
With intelligent routing and advanced user management, incoming messages can be automatically assigned to the right department, team, or individual agent based on customer profile, message context, or keywords.
Supervisors can monitor and reassign conversations as needed, while transparent reporting ensures nothing slips through the cracks. This enables your support organization to handle higher message volumes, resolve cases more efficiently, and maintain full accountability, regardless of the size or complexity of your operation.
Infobip even enables agent collaboration across locations, making customer service scalable and consistent.
Absolutely. Infobip provides robust automation and SMS chatbot capabilities, allowing you to handle routine support tasks without human intervention.
You can set up automated replies for frequent requests such as order tracking, password resets, appointment confirmations, and general FAQs. With conversational AI and intelligent workflows, SMS-based chatbots can engage customers in natural interactions, provide instant answers, collect additional information, and guide users through self-service processes.
This automation boosts efficiency, frees agents for more complex tasks, ensures 24/7 coverage, and delivers a seamless, personalized support experience.
Infobip guarantees reliable message delivery by leveraging 800+ direct carrier and mobile network operator connections in over 190 countries. This direct connectivity bypasses third-party aggregators, minimizing delays, filtering risks, and ensuring your support messages reach customers exactly when they’re needed.
For complete data privacy, Infobip’s platform provides enterprise-grade security, end-to-end encryption, and full compliance with global regulations, including GDPR, HIPAA, and TCPA.
Automated consent management and opt-in/out controls give your customers transparency and control, while robust monitoring safeguards every interaction, protecting sensitive customer information at all times.
## An SMS provider recognized for its excellence
The industry experts have spoken. Infobip is recognized worldwide for driving impeccable results for customers.
 Infobip named as established leader second year in a row
Juniper Research Top CPaaS Vendor
 Infobip named a leader
2024 Gartner® Magic Quadrant™ for CPaaS
 Infobip takes top spot
Metrigy CPaaS MetriRank report
 Industry CPaaS leader
Leader for CpaaS 2023
## Ready to deliver effortless support with Infobip SMS?
Reach out to our team and start providing better support. All on a secure, scalable messaging platform.
[ Contact us ](/contact)
