SMS for Customer Service Excellence

SMS dramatically outperforms traditional channels with a 98% open rate and 45% response rate, compared to email's 20% open rate and 6% response rate. Most consumers now choose texting over email and phone calls for customer service issues, and 71% want the ability to text a business back. In the UK specifically, 64% of consumers believe companies should use SMS services more, yet only 38% of UK companies currently use SMS marketing. This creates a massive opportunity for businesses to stand out by offering what customers actually want.

Clerk Chat works brilliantly for businesses of all sizes, from startups to Fortune 500 companies. The platform integrates with your existing phone numbers and VoIP services, so there's no need for expensive infrastructure changes. Small businesses particularly benefit from our AI Assistant that handles common queries automatically, letting your team focus on complex issues while still providing instant responses. You can start with basic SMS and scale up to advanced features like RCS messaging, analytics, and CRM integrations as you grow.

Under UK-GDPR and PECR regulations, you need explicit consent before sending marketing texts, but routine customer service messages don't count as direct marketing. This means order updates, appointment reminders, and service notifications are perfectly legal without additional consent. You must always provide an easy opt-out method and clearly identify your business in every message. Clerk Chat handles compliance automatically by including opt-out mechanisms and proper sender identification, plus we help with GDPR data protection requirements through secure message handling and proper consent tracking.

The average response time expectation for text messages is approximately 90 seconds, and 95% of mobile texts are opened within the first three minutes. 81% of consumers check their text notifications within just five minutes of receiving them. This is why Clerk Chat's AI Assistant is so valuable - it provides instant smart replies to common queries while your team handles more complex issues. Even when customers text outside business hours, they get immediate acknowledgment and know when to expect a detailed response.

Absolutely! Clerk Chat integrates seamlessly with popular platforms including Microsoft Teams, Webex, Zoom, and Salesforce. You can also use your existing phone numbers - no need to get new numbers or confuse customers. Our platform supports major VoIP services and includes API access for custom integrations. The AI Assistant can even sync with your CRM to provide personalised responses based on customer history. This means your team can manage text conversations alongside email, calls, and other channels without switching between different systems.

64% of customers found appointment reminders to be the most valuable text messages from businesses, with fewer than 5% of appointments cancelled when SMS reminders are sent. Perfect use cases include order confirmations, delivery updates, appointment scheduling, payment reminders, and quick problem-solving. Text works brilliantly for anything that needs immediate attention but doesn't require lengthy explanation. Texting is ten times faster than calling, making it ideal for quick inquiries and updates. Clerk Chat's templates help you create consistent, professional messages for all these scenarios while maintaining your brand voice.