SMS Callback and Its Impact on Customer Experiences

Author: Wisam Abou-Diab
sms callback business

We’ve all had bad experiences with a business’s customer support. Things that may come to your mind are waiting on hold for 30 minutes, being transferred 2-3 times and having to re-explain 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.

Bad experiences with support is enough to drive you away from that business, especially if you need to reach out frequently. This is why you 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 achieve even better numbers for key data points like these, but let’s explore SMS Callback, what it is, the benefits, and how you can use it to even better improve those numbers.

What is SMS Callback

SMS Callback, in a nutshell, allows your customers to text a designated number and when they do so, it notifies one of your agents to give that customer a call when they’re free. What are the benefits of having this type of system?

The Benefits
1. They 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 pick up.

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, saving them a lot of time and having their issue resolved quickly.

3. An easy way for customers to get in touch when they don’t want to call

It’s a user-friendly and efficient way to text for a callback, eliminating the need for your customers to wait on the line or call in. Your support system will come across as more user-centric, modern, user friendly, and efficient.

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 in those areas 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 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 makes it very easy for your prospects to reach out, potentially gaining more leads for your business.

3. Use it in 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 notify them of something important, such as an outage of service, or change in policies. You can combine SMS Callback with SMS Blasting to allow customers to reply with a certain keyword, and have the right agent reach out back to them if they have a concern. 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 with us today if you have any questions or to build your solution!

Rate this post

Leave a Reply

Your email address will not be published. Required fields are marked *