SMS for Customer Support

SMS remains one of the most reliable customer support channels with near-universal reach across 5+ billion mobile users worldwide. While Converge doesn't currently offer native SMS integration, many businesses rely on SMS for critical support communications due to its high open rates and immediate delivery.

Unlike app-based messaging platforms, SMS works on every mobile device without requiring internet connectivity or app installations, making it ideal for urgent support notifications and two-factor authentication.

SMS boasts a 98% open rate and is typically read within 3 minutes of delivery, making it perfect for time-sensitive support communications like appointment confirmations, delivery updates, and security alerts. The character limit forces concise, clear communication that customers appreciate.

SMS works across all mobile carriers and devices, ensuring your support messages reach customers regardless of their smartphone preferences or internet connectivity. It's particularly valuable for reaching customers in areas with poor internet coverage or older demographics who may not use messaging apps.

Keep messages under 160 characters when possible to avoid splitting across multiple SMS segments. Always include your business name and provide clear opt-out instructions to comply with regulations like TCPA and GDPR.

Use SMS strategically for high-priority communications rather than general support conversations. Implement two-way SMS capabilities to allow customers to respond, but have a clear escalation path to voice or email for complex issues. Consider using short codes or dedicated phone numbers to maintain professional appearance and improve deliverability.