Best SMS Customer Service Software

SMS Customer Service Software Reviews

Customer service SMS provides support via text messages and is often used to handle issues, answer questions, send product updates & alerts, share payment reminders, and more. In today’s fast-paced, technology-focused world, customers don’t have time to wait on hold for hours or for an email response. SMS customer service software makes it fast and convenient for customers to reach out to support, enabling support teams to respond faster, serve more people, and improve customer satisfaction.

B2B Reviews gathered a list of 20 SMS customer service software providers and narrowed our focus based on online presence. We then evaluated each based on features, pricing transparency, ongoing support, and vendor reputation to determine our top pick. Visit our methodology section to learn more about how we made our decisions.

EZ Texting – Best Personalized SMS Support for Small Businesses

EZ Texting, an SMS marketing software, is designed to deliver effortless mass texting and MMS messaging, improving customer satisfaction with faster response times, enhanced consistency, and increased personalization. EZ Texting enables shared team inboxes, AI-powered quick replies, and automated workflows. Additionally, EZ Texting supports RCS Chat, allowing businesses to communicate directly with customers in engaging ways, such as including images, QR codes, quick-reply buttons, and chatbot-style conversations.

The tool makes it easier to send appointment reminders, reducing no-shows and increasing customer satisfaction. EZ Texting improves team collaboration through shares inboxes, and AI Reply scans your knowledge base to send fast, contextual responses. The platform boosts engagement and increases productivity through centralized communication, rapid response times, drip campaign templates, custom contact fields, SMS APIs, and more. It integrates with many notable tools, including Salesforce, Zapier, Mailchimp, Zendesk, and more.

Start Free Visit EZ Texting’s website

EZ Texting features

• Shared Team Inbox – Shared inboxes allow your teams to connect with inbound leads, collaborate on SMS conversations, and drive conversions and customer satisfaction through faster response times.
• Conversation History Tracking – Shows past messages over time for teams to track open questions and integrates with external tools to log message history directly onto contact timelines.
• Two-Way Messaging – Receive and respond to inbound text messages and have one-to-one text conversations with contacts, supported by detailed contact profiles.
• Automation Capabilities – Automates two-way SMS campaigns, uses keywords for automated responses, and simplifies communication through automated workflows.
• Reporting & Analytics – Allows you to track message delivery, list growth, and click-through rates while reviewing performance metrics directly within the platform.

How EZ Texting pricing works

EZ Texting offers four pricing plans that support audience growth, campaign creation, scheduling & automation, conversation optimization, and business management. The pricing information below is based on an annual billing schedule.

• Launch: Starts at $20/month; up to 500 contacts
• Boost: Starts at $60/month; 500 – 2,000 contacts
• Scale: Starts at $100/month; 2,000 – 50,000 contacts
• Enterprise: Starts at $3,000/month; 50,000+ contacts

What markets does EZ Texting serve?

EZ Texting provides SMS marketing and support services for small- to medium-sized businesses across various industries, including ecommerce brands, retail, legal, insurance, healthcare, nonprofits, churches, restaurants, and more.

Read our full EZ Texting review

Sakari – Best for SaaS Support Teams

Sakari is an SMS marketing software built for conversations that drive customer engagement. It allows you to capture leads, personalize communications, and automate customer journeys, creating effortless interactions that drive measurable growth. Sakari allows you to turn website visitors into contacts with on-brand, high-converting forms, schedule meetings while capturing contact details, improve response rates with relevant SMS, and automate busywork to save time and stay consistent.

Sakari enables personalization at scale, supporting bulk messaging and enabling you to use customer data and behavior to send timely, relevant messages. Through analytics and insights, you can track performance, spot trends, and optimize your messaging campaigns. Finally, Sakari offers a flexible API and pre-built integrations, allowing you to scale communications globally by connecting with tools like Hubspot, Zapier, Twilio, Slack, Pipedrive, Aircall, and more.

Sakari features

• Shared Team Inbox – Manage SMS, MMS, and WhatsApp conversations in one omnichannel inbox, giving your team full visibility and control across channels.
• Conversation History Tracking – The unified shared inbox provides chronological threading and automated CRM sync. Every inbound and outbound text message is recorded in order on a per-contact timeline.
• Two-Way Messaging – Send direct, personalized, two-way SMS and MMS at scale, with automation, media, and real-time conversations all in one place.
• Automation Capabilities – Automations allow you to set triggers for certain actions, wait for responses, and branch based on real customer behavior, keeping conversations timely, relevant, and personal.
• Reporting & Analytics – Track message performance, response rates, and delivery to understand what’s working, and use real-time insights to identify issues, spot trends, and optimize customer engagement.

How Sakari pricing works

Sakari pricing is based on the number of monthly segments required. Below are some pricing examples for varying message segment amounts.

• 823 segments: $25 per month
• 4,433 segments: $125 per month
• 8,212 segments: $225 per month
• 14,045 segments: $375 per month
• 18,822 segments: $495 per month

Sakari offers a 14-day free trial with no commitment, no setup fees and no surprises.

What markets does Sakari serve?

Sakari provides messaging solutions tailored to industries such as retail, higher education, health & wellness, consumer services, and IT services across the global market, with a focus on the US, Canada, UK, France, and Australia.

SlickText – Best for Loyalty & Engagement Support

SlickText enables one-on-one conversational messaging, allowing you to take customer support to the next level through private, personalized communication. The SlickText inbox blends the efficiency of support software with the familiarity of text messaging. Tailor customer experiences based on real-time data and contact behavior. Additionally, with advanced segmentation and personalized text messaging, you can target the right audience, improving customer satisfaction.

SlickText offers businesses text messaging services to help them build customer relationships, send personalized messages, and automate customer journeys through SMS marketing campaigns, automation, and subscriber engagement. Other key support features SlickText offers include inbound message routing, team collaboration on individual conversations, customizable inbox rules, interaction organization, and more.

SlickText features

• Shared Team Inbox – Invite your entire team to handle incoming messages and collaborate on conversations, leaving internal notes and advice, while you maintain control over visibility and privacy settings for each team member.
• Conversation History Tracking – A centralized two-way SMS inbox records chat messages, campaigns, auto-responses, and workflow notes.
• Two-Way Messaging – Manage individual chat threads, apply tags, and continue one-on-one conversations through a centralized inbox.
• Automation Capabilities – Offers a flexible drag-and-drop workflow builder, allowing you to automate tasks like text messaging and complex re-engagement campaigns. No code required.
• Reporting & Analytics – Reporting and analytics track delivery rates, engagement, subscriber growth, and campaign results, helping you refine messaging, optimize conversion, and drive growth.

How SlickText pricing works

SlickText pricing is based on the number of monthly credits. It offers custom pricing for organizations that require more than 50,000 monthly credits.

• 500 monthly credits: Starts at $29 per month
• 1,000 monthly credits: Starts at $49 per month
• 2,000 monthly credits: Starts at $79 per month
• 3,500 monthly credits: Starts at $129 per month
• 5,000 monthly credits: Starts at $169 per month
• 10,000 monthly credits: Starts at $319 per month
• 25,000 monthly credits: Starts at $579 per month
• 50,000 monthly credits: Starts at $939 per month

SlickText offers a free plan so you can text the platform before you commit, no credit card required.

What markets does SlickText serve?

SlickText is designed for retailers, restaurants, fitness centers, healthcare providers, nonprofits, service businesses, schools, and organizations located primarily in the United States and Canada.

Textmagic – Best for Multi-Channel Communication

Textmagic provides real-time support through two-way messaging, allowing customers to reach out and receive fast, accurate responses. Textmagic makes it easy to reply instantly to common questions with automated responses. You can keep every email, chat, and text in a single thread, so that no context is ever missing from the conversation, streamlining support and time to ticket resolution.

With Textmagic, you can send your customers appointment and booking reminders, order and delivery updates, payment due notices, and verification codes. It allows you to manage customer conversations, automate workflows, and run permission-based campaigns, increasing engagement and reducing manual work. Plus, Textmagic supports international messaging, virtual numbers, and usage-based billing, making it a great solution for businesses that communicate with international customers.

Textmagic features

• Shared Team Inbox – Add your whole team for free and bring every channel (Facebook, chat, and SMS)into a single shared inbox, keeping conversations connected and easy to follow.
• Conversation History Tracking – Offers a dedicated history page that tracks sent and received SMS, history, delivery statuses, and campaign list names, allowing you to search specific text logs, filter chats by a precise date range, or use keywords.
• Two-Way Messaging – Easily send and receive one-on-one text messages via the online SMS chat, enabling customer support, sales, and service teams to communicate directly with customers.
• Automation Capabilities – Create multi-channel campaigns combining SMS and email through a native, drag-and-drop Automation Flows builder.
• Reporting & Analytics – Provides delivery reports, message history, campaign tracking, and usage insights to help you evaluate SMS performance.

How Textmagic pricing works

Textmagic offers a pay-as-you-go pricing model. Prices are based on the number of monthly texts, phone number type, number of emails, and location. The pricing information below is based on selecting a toll-free number, 10,000 emails, and the United States.

• 500 SMS: $34.50
• 1,000 SMS: $59
• 2,000 SMS: $90
• 5,000 SMS: $185
• 10,000 SMS: $360

With Textmagic, you only pay for the services you use, with no hidden fees and a money-back guarantee.

What markets does Textmagic serve?

Textmagic primarily serves small and mid-sized businesses across many industries, including healthcare, retail, e-commerce, recruiting & HR, real estate, Insurance, entertainment, and transportation.

SimpleTexting – Best for Intuitive Database Segmentation

SimpleTexting helps small businesses reach large groups through SMS marketing, enabling one-to-one, two-way messaging and targeted text blasts with the click of a button, reaching 50 or 50,000 customers. SimpleTexting supports customer service through automated text messages, appointment reminders, emergency text alerts, group texting, SMS surveys, and more.

SimpleTexting lets you text-enable your number for a consistent experience while complying with local regulations. It also offers 10DLC, which is a 10-digit long code that allows businesses to text wirelessly from a local number. Plus, with AI-Assist, you can quickly create copy for your next campaign, saving time and effort.

SimpleTexting features

• Shared Team Inbox – Allows multiple users to handle two-way conversations, triage support, and manage customer requests.
• Conversation History Tracking – Attaches message threads directly to individual contacts, keeping incoming and outgoing chats organized.
• Two-Way Messaging – Enables businesses and customers to communicate via SMS, making it useful for support, appointment questions, feedback requests, and sales inquiries.
• Automation Capabilities – Features autoresponders, custom keywords, and scheduled texts so you can automate your workflow.
• Reporting & Analytics – Built-in reporting and analytics tools track growth trends, total subscriber counts over time, opt-ins, and opt-outs while monitoring sent and received message volumes, delivery rates, response tracking, and link-click performance.

How SimpleTexting pricing works

SimpleTexting’s pricing is based on the number of texts you send per month, whether you use a local or toll-free number, or a dedicated short code. The pricing information below applies when a local number is selected.

• 500 credits: Starting at $39/month
• 1,000 credits: Starting at $59/month
• 2,000 credits: Starting at $89/month
• 3,000 credits: Starting at $119/month
• 7,500 credits: Starting at $239/month

Simpletexting supports 50,000+ monthly texts, which has custom pricing. Additional team members can be added for $20 per month per user, and additional numbers can be added for $10 per month per number. SimpleTexting offers a 14-day free trial.

What markets does SimpleTexting serve?

SimpleTexting serves small local businesses to large enterprises and government agencies, specializing in industries like retail & ecommerce, healthcare, education, real estate, nonprofits, and more.

Salesmsg – Best for SMS & Call Support

Salesmsg is business texting software that lets you text leads, make calls, and streamline operations with AI-powered automations. You can connect with your customers via two-way SMS, MMS, and voice calls—all from a single platform with one number. Plus, by syncing your conversations with your CRM, you can track each touchpoint and ensure your team members always have the full context to provide the best support possible.

Salesmsg allows you to care for customers at every stage, building long-lasting loyalty with automated check-ins, AI Agents that answer questions 24/7, renewal reminders, satisfaction surveys, and personalized updates. The platform ensures that all your conversations comply with regulations. Salesmsg is SOC 2 certified, HIPAA compliant, and TCPA compliant, providing built-in opt-out management, double opt-in, and 10DLC registration.

Salesmsg features

• Shared Team Inbox – Keeps every conversation in one place, so no lead gets missed, and everyone stays on the same page.
• Conversation History Tracking – Tracks conversation history through tools like unified conversation threads, call history logs, and CRM syncing.
• Two-Way Messaging – Allows you to send and receive SMS and MMS from any device, offering Smart suggestions and tone control while you compose.
• Automation Capabilities – The visual workflow builder enables you to create follow-up sequences that send the moment a CRM trigger happens.
• Reporting & Analytics – Provides dashboards and metrics covering team performance, message delivery, calling activity, and credit usage

How Salesmsg pricing works

Salesmsg pricing is based on the number of monthly texting credits; each tier supports unlimited contacts, 2-way SMS/MMS texting, mass texting, calling, and a free local or toll-free number. The platform offers a 14-day free trial and a 30-day money-back guarantee.

• 500 credits: Starting at $25/month
• 1,000 credits: Starting at $49/month
• 2,500 credits: Starting at $99/month
• 5,000 credits: Starting at $179/month
• 7,500 credits: Starting at $249/month
• 10,000+ credits: Custom Pricing (includes a dedicated account manager and premium phone support)

What markets does Salesmsg serve?

Salesmsg best serves small businesses, mid-market companies, and revenue teams needing texting and calling software. It supports a broad range of industries and market segments, including real estate, healthcare, and financial services.

Compare the Best SMS Customer Service Software Side-by-Side

What is SMS Customer Service Software?

SMS customer service software enables customer support via text messages. Support can encompass anything from answering product questions to sending payment reminders. Texting streamlines support for both customers and employees, enabling your support teams to respond faster, serve more people, and improve customer satisfaction as it’s more convenient.

SMS customer service platforms allow businesses to offer quick, personalized assistance to customers, no matter the issue. Common use cases include:

• Answering questions
• Troubleshooting technical issues
• Fixing order/delivery problems
• Assisting with returns
• Providing pricing information
• Sending order confirmations
• Sending appointment reminders
• Sharing account alerts

SMS support software allows customers to reach out to support teams from their phones, making it more convenient and personalized, which increases overall satisfaction.

Benefits of SMS Customer Service Software

There are many benefits that SMS customer service software offers businesses in addition to streamlining communication between customers and teams. One major advantage texting provides businesses is higher open rates than email. In fact, the average open rate for SMS is 98%, compared to 20% for email.

Additional benefits include:

• Personal connections—Texting is less formal than email or phone calls, making communication feel more personal and authentic.
• Lower costs—Responding to texts is typically more cost-effective than other methods because it’s faster, and service plans tend to be more affordable.
• Increased convenience—Text messaging is one of the main ways people communicate nowadays, making SMS support more convenient and natural for customers. Additionally, it avoids the time-consuming and disrupting act of waiting on hold during a phone call.
• Faster response times—Texting increases response times, allowing your teams to resolve issues faster and save time.
• Improved efficiency—As team members resolve more issues faster, you may see an increase in productivity and reduced wait times.
• Distinct brand voice—Texts allow you to create a brand voice through the use of emojis, GIFs, and spacing.

These benefits and higher open rates are the main reasons many businesses are incorporating SMS marketing software into their operations. Most of these platforms offer multiple services beyond marketing, including customer support and loyalty engagement.

Choosing the Best SMS Customer Support Platform for Your Business

To choose an SMS customer support platform that best suits your business, follow these seven steps to ensure you select a provider that enhances your operations, streamlines workflows, and delivers a strong ROI.

1. Assess Team Structure—Determine how your team operates and identify features that will increase productivity and efficiency, such as inboxes and conversation assignment.
2. Identify Message Types—Ask yourself what texting features you need, such as mass texting, short codes, MMS messaging, auto-responders, and more.
3. Evaluate Automation Needs—Consider which level of automation will best serve you and your teams, whether that’s basic auto-replies or advanced workflow automation.
4. Consider Integration Requirements—Ensure the providers you’re researching can integrate with your CRMs, helpdesk, and other business tools.
5. Review Budget—Set a realistic budget based on the average number of messages you send and the number of agents.
6. Consider Scalability—Set a realistic budget based on the average number of messages you send and the number of agents.
7. Test Product—Use free trials and plans to assess the product’s ease of use and determine how quickly your employees can learn the tool.

After you’ve chosen an SMS marketing service with customer support capabilities, follow the steps below to get the most out of the tool, saving time and improving productivity.

1. Determine Workflow—Set up workflows for different customer service representatives, ensuring each receives the appropriate inquiries.
2. Train Support Staff—To ensure a smooth transition to a new product, take time to train your workers on it, allowing them plenty of time to fully understand the tool.
3. Monitor & Analyze Performance—Regularly analyze performance and identify bottlenecks, average response times, ticket resolution times, and the number of customers helped to identify areas for improvement.
4. Integrate with Existing Tools—Connect the SMS platform to your existing tools, including email, live chat, CRMs, helpdesk software, and more.

What Features Should SMS Customer Service Software Include?

The best SMS customer service software will include features that enhance team collaboration, increase customer satisfaction, and improve contact management.

Features to look for in a robust SMS customer service platform:

• Two-way messaging
• MMS messaging
• Automated workflows
• Analytics and metrics tracking
• Conversation history
• Shared inboxes
• Multi-user SMS dashboard
• Automatic routing of inbound texts
• Message scheduling
• Message templates
• Auto-replies
• Integrations
• Conversations transfer and claiming
• Compliance management
• Cross-functionally
• Internal team communication

Platforms with these features will make it easier and faster to support your customers. Plus, with metrics and analytics, you will be able to track productivity, identify bottlenecks, and improve workflows through automation and assignment of work.

How Much Does SMS Customer Service Software Cost?

The average cost of SMS customer service software ranges from $20 to $500 per month, with some tiers reaching thousands of dollars per month, depending on the number of SMS and MMS messages sent. Most providers offer a credit system, meaning businesses are paying for each text message, not just the platform. Texting credits typically range between $0.01 and $0.05 per standard SMS and $0.02 to $0.10 per MMS.

Companies like EZ Texting, Salesmsg, and Textmagic offer starter plans that range from $20 to $35 per month for 500 texting credits or contacts, and the more credits needed, the higher the cost, quickly reaching $100 to $300 per month. Other providers also charge based on the type of phone number, whether it’s a local or toll-free number. Other providers, like Textmagic, also charge for emails.

SMS Customer Service Software FAQs

Can customers reply to texts?

Yes, depending on whether you use two-way SMS enabled numbers or one-way broadcast shortcodes, customers can reply to texts.

Is SMS becoming obsolete?

While traditional SMS is not entirely shut down by mobile carriers, it is being phased out in specific areas, such as business messaging, account security, and legacy device apps, due to security risks and newer technologies.

Can I send and receive MMS with a customer service platform?

Yes, many customer service platforms support MMS messaging, allowing representatives to send media like images, videos, and documents; however, this type of texting costs more, and availability depends on the software provider and phone number registration.

How We Chose the Best Business Credit Cards

We gathered a list of 20 SMS customer service software providers and identified 9 reputable vendors with significant online presence to narrow our focus. From there, we chose 6 providers that stood out for the features, transparency, brand reputation and more.

We scored each SMS customer service software on a scale of 1 (poor) to 5 (excellent) across the criteria below; each category was worth 25% of the total score.

• Variety of features: The B2B Reviews team looked for providers that offered key SMS customer support features, including shared team inboxes, conversation history tracking, two-way messaging, automations, and reporting & analytics.
• Pricing and transparency: We compared vendor pricing to the market average and judged each one on how easy it was to find and understand the pricing.
• Onboarding and support: Based on research and reviews, we found companies that offer multiple types of ongoing customer support, ranking those with better support higher.
• Brand reputation: Our team gathered data on customer reviews and ratings from trustworthy third-party review sites to gauge each vendor’s reputation with its customers.