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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.

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  • Featured

    FAQ Flow

    Answering FAQs is repetitive and time-consuming, taking away from high-value tasks. At the same time, leaving common questions unanswered can frustrate potential customers and lead to lost revenue. The FAQ AI Agent eliminates this challenge by instantly responding to frequently asked questions, ensuring customers get the information they need without delays.

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  • Featured

    Follow Up

    Follow-ups are key to driving sales. This AI Agent automates the process by sending personalized, timely messages based on conversation history. Simply set a follow-up schedule, define any messaging preferences, and let AI take over.

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  • Featured

    Qualification

    The Qualification AI Agent instantly reaches out to new leads, asks the right qualifying questions, and filters out unqualified prospects. It engages in a conversational way, extracts key details, and seamlessly hands off the right leads to your sales team.

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  • Featured

    Qualification + Follow Up

    This is an AI agent that asks 3 qualifying questions to your top of funnel leads. If they drop off at any point during this qualification sequence, up to 3 follow ups are sent to the lead to engage them and finish the qualification sequence.

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Why call centres choose SMS solutions

  • Cost reduction

    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.

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  • Agent relief

    Agent 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.

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  • Wait elimination

    Wait 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.

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  • Volume management

    Volume 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.

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  • Quality improvement

    Quality 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.

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  • 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.

#Templates

Call centre SMS templates

More SMS templates
  • 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

Discover proven strategies to reduce call volumes and improve agent satisfaction through smart messaging.

Customers ❤️ Clerk Chat

Customer stories

Over 4 billion conversations happen across the leading messaging platforms today. Meet your customers across the channels they prefer, instantly.

  • “Text messaging is something we wanted to do for a long time. Clerk was the perfect solution. We use it for ride reminders, dispatch communication, and scheduling. It's really helped our workflow.”
    • Transportation

    “Text messaging is something we wanted to do for a long time. Clerk was the perfect solution. We use it for ride reminders, dispatch communication, and scheduling. It's really helped our workflow.”

    Aaron Stahl - Operations, Wexexpress

  • “Clerk helped us align with our mission of getting things done timely and well and giving our clients that first class service they come to us for.”
    • 💻 IT Technology

    “Clerk helped us align with our mission of getting things done timely and well and giving our clients that first class service they come to us for.”

    Jennifer Bennett - Founder, Get Desky

  • “Our efficiency increased. Our booking rate increased. Our closing rate increased. Integrating different software at one time turned out to be a lightbulb moment.”
    • 💻 IT Technology

    “Our efficiency increased. Our booking rate increased. Our closing rate increased. Integrating different software at one time turned out to be a lightbulb moment.”

    Kardo Creative

Find the right plan

Designed for every stage of your journey. Start today, no credit card required.

  • Free

    $0

    user / month

    For individuals:

    • 100 messages / year
    • 1 user
    • Bring your own numbers

    Notes:

    • All features
  • Growth

    $9.99

    user / month

    For small businesses:

    • Unlimited messages*
    • 5000 Contacts
    • Bring your own numbers

    Notes:

    • Essential features
  • Enterprise

    Custom

    user / month

    For larger enterprises:

    • Custom MSA
    • Defined SLAs
    • Custom Integrations

    Notes:

    • Dedicated account manager

Not sure which plan will fit your business?

We are here to provide and give you the detailed information.

FAQ

Have questions? We've got answers.

Find what you need quickly and clearly with our most frequently asked questions.