Customer Support via SMS: 6 Reasons It’s the #1 Choice for Busy Users in 2025

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The Rise of SMS as the #1 Customer Service Channel

In 2025, 64% of consumers prefer texting over phone calls for customer support. With 97% of SMS messages read within 15 minutes, businesses leveraging SMS achieve unprecedented engagement.

1. Speed & Convenience

  • No hold times: 82% faster resolution than phone support
  • Asynchronous communication: Reply at your convenience
  • Mobile-first compatibility: 91% of users keep SMS apps always open

2. Higher Conversion Potential

💡 48% of consumers made purchases after receiving business texts in 2025 (Callnovo 2025 CX Report). SMS drives 3.2x more conversions than email support.

3. Seamless Omnichannel Integration

Callnovo's HeroDash platform unifies:
✓ SMS/Text Support
✓ Voice Calls
✓ Social Media
✓ Email
✓ AI Chat

3 Pro Tips to Enhance SMS Customer Service

1. Automate Routine Queries

  • Use AI to handle balance checks, order status, FAQs
  • 30% cost reduction vs traditional call centers

2. Enable Multilingual Support

  • 72% of global customers prefer support in their native language
  • Callnovo provides 24/7 SMS support in 25+ languages

3. Leverage Rich Media via MMS

  • Send how-to videos, screenshots, or voice notes
  • 68% higher resolution rate for visual guidance

Why Fintechs Choose Callnovo's SMS Solutions

90% first-response time under 90 seconds
45% lower operational costs vs in-house teams
Seamless CRM integration with HeroDash

📢 "After switching to Callnovo's SMS support, our CSAT jumped from 73% to 94% in 3 months."
— Fintech Startup CTO

Next Steps
🚀 See SMS Support in Action: https://callnovo.com/customer-support-via-sms-top-choice-2025/
📞 Get a Custom Quote: https://callnovo.com/request-a-quote/


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