Call Centre SMS Solutions
Turn your overwhelmed call centre into an efficient operation. Reduce wait times, cut costs, and give agents breathing space.
Call center SMS that works
Learn how contact center messaging can improve customer interactions and efficiency.
Instant queue management
«Hi Mark! Your call is important to us. Current wait time is 8 minutes. Text CALLBACK for us to ring you when ready, or CANCEL to leave the queue.»
Proactive issue resolution
«We've detected an issue with your account. Quick fix: Text your postcode and we'll sort this without you waiting on hold. Takes 30 seconds!»
Follow-up prevention
«Your broadband issue is now resolved. Everything working fine? Reply YES to confirm or NO if you need more help. No need to ring back.»
AI Agentic Workflows
Read all about our commitment to security, industry-leading integrations, and how we're building trust and partnerships to support your restaurant communications.
View all templatesWhy call centres choose SMS solutions
Cost reduction
SMS costs significantly less than phone calls, with the average inbound call costing £6.55. Business texting handles simple enquiries without tying up phone lines.
Your call centre can process more customer interactions with the same staffing levels. SMS allows agents to handle multiple conversations simultaneously unlike voice calls.
Get startedAgent relief
Call centre agents face significant burnout risk due to constant pressure and back-to-back calls. SMS gives agents time to think between responses instead of real-time pressure.
No more scrambling for answers whilst customers wait on hold. Agents can research properly and provide accurate solutions without time stress.
Get startedWait elimination
Call centre wait times continue to rise, frustrating customers and increasing abandonment rates. SMS responds instantly, meeting customer expectations for immediate acknowledgment.
Customers get status updates, callback options, and simple resolutions without joining phone queues. Your abandonment rate drops as customers receive immediate attention.
Get startedVolume management
Call centres face increased volume demands and staffing challenges. SMS automatically distributes load and manages peak times without staff panic.
Intelligent routing sends complex issues to voice calls while SMS handles simple queries. Your team focuses on calls that actually need human conversation.
Get startedQuality improvement
Customers respond well to SMS communication, compared to missed calls and voicemail frustration. First contact resolution improves because customers can send photos and details.
Less rushed conversations mean higher quality service. Agents can access full customer history and provide personalised responses without time pressure.
Get started
Jeff Gelwix
President @ Sonic Drive-in
Clerk Chat is a beautifully built solution that is flexible, customizable, intuitive, and perfect for collaboration. We love the Clerk Chat platform, but what we love even more is how amazing and caring the team behind it is.
Read more on Trustpilot
Cruz M.
Professional Independent Marketer
As a marketing professional, I had trouble communicating with my contractors because we used Slack and Teams, but they weren't always online. I spent months looking for a tool to help me send text messages or WhatsApp messages to them so they could log in to Zoom and Google Meets. Plus, Clerk Chat also allows me text my clients that I have on HubSpot CRM.
Read more on G2
Katrina Bogany
President of Fab Finishes, Inc.
Clerk Chat is truly the missing piece of the puzzle with Teams! It makes Teams a complete communications solution, by adding the vitally important SMS texting functionality to the platform. In addition, Clerk Chat’s support is excellent.
Read more on Trustpilot
#ScheduleDemo
Instant, secure, 1:1 and multiplayer messaging. No APIs, no developers, no fuss.
This ensures that customers receive swift responses, while also preventing any team member from becoming overwhelmed.
Queue Position Update: "You're 4th in the queue for technical support. Estimated wait: 6 minutes. Text CALLBACK for us to call you back, or HOLD to stay connected."
Issue Triage: "Thanks for contacting us! Is this about: A) Billing B) Technical issue C) New service D) Complaint? Reply with the letter for faster help."
Callback Scheduling: "Our next available agent can call you at 2:30pm or 4:15pm today. Reply 1 for 2:30pm or 2 for 4:15pm. We'll text to confirm."
Quick Resolution: "Account issue detected. We can fix this instantly - just confirm your postcode by text. No need to wait on hold for this simple update."
Status Update: "Your complaint ref #12345 has been escalated to our specialist team. You'll hear back within 24 hours. Questions? Just reply to this text."
Satisfaction Check: "Your call with Sarah is complete. How did we do? Reply 1-5 (5=excellent). Takes 5 seconds and helps us improve our service."
Follow-Up Prevention: "Your internet should now be working. All good? Reply YES to close this case or NO if you're still having problems. We're here to help."
Proactive Support: "We're fixing a service issue in your area. Expected resolution: 2 hours. We'll text when it's sorted. No need to call unless urgent."
Documentation Request: "To help resolve your claim faster, please text a photo of your receipt. Our team will review it and respond within 30 minutes."
Escalation Management: "Your case needs specialist attention. We're booking you with our expert team. They'll call tomorrow between 10-12. Reply OK to confirm."
Call centre SMS resources
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FAQ
Have questions? We've got answers.
Find what you need quickly and clearly with our most frequently asked questions.
Absolutely. UK call centres using SMS see 30-40% reduction in inbound calls because customers get instant answers to simple queries. Web chat automation now handles 50% of enquiries, and SMS works similarly but with even higher engagement rates. Customers prefer texting for quick issues like account checks, appointment changes, and status updates. This leaves your phone lines free for complex matters that genuinely need human conversation.
Start small with specific use cases like appointment reminders or queue management. The average cost of an inbound call is now £6.55, so even handling 20% of queries via SMS creates immediate savings. Clerk Chat integrates with your existing systems, so agents use the same interface. Roll out gradually - perhaps billing queries first, then technical support. Your team learns alongside customers, making the transition smooth and manageable.
Yes, significantly. 74% of contact centre agents face burnout risk, with 96% reporting acute stress weekly. SMS reduces the pressure because agents aren't stuck in real-time conversations with frustrated customers waiting on hold. They can research answers properly, consult colleagues, and respond thoughtfully. The variety also helps - mixing SMS conversations with voice calls breaks up the monotony that contributes to stress.
Clerk Chat handles all UK SMS compliance automatically, including GDPR, PECR, and opt-out mechanisms. We're designed for regulated industries and understand the importance of secure customer communications. All messages are encrypted, logged, and archived according to your industry requirements. Your compliance team can audit everything, and customers always have clear opt-out options without affecting their main service.
95% of SMS messages are opened within 3 minutes, and customers expect responses within 90 seconds for simple queries. Clerk Chat's AI handles immediate acknowledgments and can resolve basic issues instantly. For queries needing human attention, agents can respond within minutes rather than the current industry average of 120 seconds wait time. This speed dramatically improves customer satisfaction while reducing pressure on your team.
Clerk Chat integrates seamlessly with major platforms including Microsoft Teams, Salesforce, and most CRM systems. Your agents see SMS conversations alongside call logs and customer history. We support VoIP integration too, so customers can escalate from SMS to voice calls when needed. The beauty is that you keep your current setup while adding SMS as another channel - no expensive replacements or lengthy implementations required.