SMS Callback and Its Impact on Customer Experiences

Author: Wisam Abou-Diab
sms callback business

We have all had bad experiences with a business’s customer support. Some things that may come to your mind are waiting on hold for 30 minutes, being transferred multiple times, re-explaining your reason for calling, having to call back and wait on the line once again, or even having a hard time finding a support number to call.

A bad experience with support is enough to make you stop using their product or services. This is why it’s crucial to focus on your support department, driving down wait times, transfer rates, average call handle times, first contact resolution rates, and more. There are many ways to improve your numbers for key data points like these, but let’s explore SMS Callback, what it is, the benefits, and how you can use it.

What is SMS Callback

SMS Callback, in a nutshell, allows your customers to text a designated number that notifies one of your agents to give that customer a call as soon as they’re available. What are the benefits of having SMS Callback?

The Benefits
1. Customers don’t need to wait in a queue

This is one of the main benefits since no one likes waiting on the line. Your customers can go about their day without having to wait on the phone for an agent to answer and take care of their inquiries.

2. Keywords connect them to the right agent

sms callback keywords

This is another main benefit that reduces transfers. Your customers will appreciate being contacted by the right agent that can help them, the first time, saving them a lot of time and having their inquiries resolved quickly.

3. SMS Callback is versatile

SMS Callback can be used in other applications such as marketing campaigns, as well as with SMS Blasts. We explain how this works further into this blog. Using SMS Callback in these applications will help drive more leads, and provide your customers with an easy way to request a call when you send information through an SMS Blast.

How Do You Use SMS Callback
1. Place your number where they can find it easily

Once you implement your SMS Callback system, you should place the number where they can find it easily, and also include the keywords to be connected to the right agent. This will help drive down your call transfer rates, as well as avg. talk time (ATT) and average handle time (AHT) numbers. Along with placing it on support pages on your website, consider having it at the footer or header of your website as well. You could also include the number on your brochures, email signatures, or even promote it on social media announcing your new method for customers to get in touch.

2. Implement it in Marketing Campaigns

SMS Callback doesn’t stop at just customer support. Whether you’re sending out physical flyers, promoting social media posts, advertising on Google, or participating in / sponsoring tradeshow events, an SMS Callback number that’s tied to a specific promotion makes it easy for prospects to reach out to get a callback, potentially gaining more leads for your business by using a live agent to deliver more details on the promotion.

3. SMS Callback feature within your SMS Blasts

SMS Blasting is when a business sends out a mass text to hundreds, thousands, or even hundreds of thousands of their customers to provide them with information on service outages, changes in service, product updates, promotions, and more. You can combine SMS Callback with SMS Blasting to allow customers to reply with a keyword that notifies an agent to call them. For example, if they reply with Tech Support, then a Tech Support agent will be notified for the callback. Take a look at our blog on SMS Blasting to see the 7 different ways it’s used!


SMS Callback is proven to improve customer experiences. Get in touch today if you have any questions, or for us to start building your solution!

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