Using SMS as a customer service channel is cost-efficient for customer service teams to meet shoppers where they are. In fact, 71% of traffic to ecommerce stores and 61% of customer orders come from phones. So texting customer service can feel like a natural way for customers to get support at any point in the customer journey.
If you're going to be text messaging with customers, it's worth having a few customer service messages ready so that you can respond to customers quickly. They'll take a different tone than your promotional text messages. So keep your focus on helping the customer, and you'll do just fine!
Customize these essential customer text templates to your brand's tone and common customer inquiries. Then save them to your SMS customer service platform for easy access.
1. Message received
Hi [Customer Name],
Thanks for your text! We've received your message and will respond within 24 hours.
2. Cart abandonment assistance
Hi [Customer Name],
We noticed you left items in your cart. Is there anything we can help with? Our customer service team is available to assist with any questions or concerns.
3. Order confirmation
Hi [Customer Name],
Your order #[order number] has been confirmed and will be shipped out within the next 24-48 hours. Thank you for your purchase!
4. Adding a product to order
Hi [Customer Name],
No problem! I've gone ahead and added [Product Name] to your order. You'll receive an update with tracking information when it ships.
5. Removing a product from an order
Hi [Customer Name],
No problem! I've removed [Product Name] from your order. You'll receive an update with tracking information when the rest of your order ships.
6. Updating shipping information
Hi [Customer Name],
I've updated the shipping information for your order to the following address:
[Shipping Address]
You'll receive a confirmation with tracking info when it ships!
7. Updating billing information
Hi [Customer Name],
For your security, we can't access or update billing information. Sorry for the inconvenience. I've gone ahead and canceled your order. Feel free to place a new order with the correct billing information.
8. Canceling an order
Hi [Customer Name],
I'll be happy to help with this. I've gone ahead and canceled order #[order number]. You'll see the refund on your bank statement within 5 business days.
Let me know if I can help with anything else!
9. Unable to update an order
Hey [Customer Name],
Thanks for reaching out! Unfortunately, your order has already shipped, so we can no longer make any updates to it. Feel free to take advantage of our free and easy returns when the product arrives: [link to returns page]
Let me know if I can help with anything else.
10. Tracking information
Get excited, [Customer Name], because your order has shipped! You can track the status of your shipment here: [link to tracking information]. Thanks for choosing [Brand Name]!
11. Delivery confirmation
Great news, [Customer Name]: Your order has been delivered. You can track it here: [link to tracking information]
We hope you love your purchase. Feel free to reach out if you have any questions or concerns.
12. Missing package
Hi [Customer Name],
We're sorry to hear your package is missing. We've opened an investigation with the carrier and will keep you updated. If we can't locate the package in 2 business days, we'll send you a replacement.
Let us know if we can help with anything else.
13. Damaged product
Hi [Customer Name],
Sorry to hear your [Product Name] arrived damaged. We can send you a replacement, or if you'd like, we can issue a refund. Which option would you prefer?
14. Broken product
Hey [Customer Name],
I'm sorry that your [Product Name] isn't working correctly. We can send you a replacement right away. If you prefer, we can also issue a refund. Which would you prefer?
15. Proactive product support
Hi [Customer Name],
We hope you're enjoying your [Product Name]. Got any questions or concerns? We'd be happy to assist!
16. Product onboarding guides
Hi [Customer Name],
Now that your product is in your hands, we've got some great resources to help you get started. Check out this step-by-step guide: [resource link]
Let us know if you need any additional help getting started.
17. Request for a review
Hi [Customer Name],
We hope you're loving your new [Product Name]! If you have a moment, we'd love for you to leave us a review. Your feedback helps us improve and provide an even better customer experience. Thanks in advance!
[link to leave a review]
18. Positive review response
Hi [Customer Name],
We're thrilled that you love your [Product Name]! Thank you for leaving such kind words – customers like you make our day. Happy to assist anytime. Just let us know!
19. Negative review
Hi [Customer Name],
We're sorry to hear about your experience with [Product Name] and would love to make it right. I'd be happy to help you with an exchange for a product that would be a better fit. Or I can help start a return for a full refund. Which would you prefer?
20. Placing new orders
Hi [Customer Name],
I'd be happy to help you place another order for the [Product Name]. The shipping address we have on file is: [customer shipping address], and the credit card on file ends in [last 4 digits of credit card].
Is that correct?
21. Initiating a return
Hi [Customer Name],
I'd be happy to help! I've gone ahead and initiated a return for you. You'll receive an email with a prepaid return shipping label. Let us know if we can assist with anything else.
22. Product exchange confirmation
Hi [Customer Name],
We've processed your exchange for the [Product Name] in [new color/size]. You'll receive a confirmation with tracking info when it ships. Let us know if we can help with anything else in the meantime!
23. Refund confirmation
Hi [Customer Name],
We've processed your refund for $XXX.XX. It may take up to 5 business days for the funds to appear back in your account. Let us know if we can assist with anything else.
24. Customer feedback
Hi [Customer Name],
Thank you for reaching out to customer support. Got a moment to provide feedback on your experience? We value what you think.
[link to customer support survey]
Thanks in advance!
25. No response from customer
Hi [Customer Name],
We wanted to follow up on your inquiry about [customer issue]. Do you still need help with that? Feel free to text us if you do!
Elevate your customer service experience
These 25 customer service templates will help ensure customer communication is consistent, efficient, and personalized. By addressing common customer concerns and proactively offering support, you can engage customers, improve customer satisfaction, and boost repeat purchases.
But excellent customer service goes beyond having a few sample text messages on hand. Customer expectations are high. And if customer service agents fail to meet those, it can mean handing potential customers over to your competitors.
Learn about the best customer service tactics for ecommerce.