Reduce support costs and increase satisfaction with SMS for customer service

Our platform offers SMS automation features and AI-powered chatbots—so common inquiries are handled instantly, freeing agents for complex cases. 

Two-way texting enables conversational support, building trust and engagement, while advanced analytics help you optimize every touchpoint. 

By integrating SMS with your CRM or helpdesk, Infobip helps you streamline workflows and deliver consistently excellent experiences, reducing operational costs and driving higher satisfaction.

Our SMS platform powers interactive support scenarios like automated replies to FAQs, real-time notifications for service issues, and personalized responses to customer inquiries.

You can also deliver surveys, NPS requests, and feedback collection via SMS, helping you gauge satisfaction and improve service. With two-way messaging, your customers can respond or ask questions right from the default text app on their phones, making support convenient and accessible.

Customers can reply directly to your messages or initiate a support inquiry, and your agents can respond instantly, resolve issues, or follow up on requests, all through a single channel. 

Intelligent routing ensures these conversations are assigned to the right agent or department, so nothing gets missed. This interactive approach not only speeds up resolution times and reduces call volumes but also creates a more personal, satisfying support experience, ideal for building customer trust and loyalty.

This means agents can manage SMS conversations alongside other customer interactions, maintain complete context with unified data, and trigger automated support messages directly from your core business workflows. 

Infobip’s flexible integration options eliminate technical barriers and make SMS a natural extension of your support strategy.

SMS also reduces wait times and call queues by delivering responses straight to customers’ mobile devices, where they’re most likely to take action. Our Messaging trends report shows customers value the convenience and brevity of SMS, leading to higher satisfaction scores and quicker issue resolution. 

For modern support teams, SMS provides the perfect blend of efficiency and accessibility, driving better customer experiences.

With intelligent routing and advanced user management, incoming messages can be automatically assigned to the right department, team, or individual agent based on customer profile, message context, or keywords.

Supervisors can monitor and reassign conversations as needed, while transparent reporting ensures nothing slips through the cracks. This enables your support organization to handle higher message volumes, resolve cases more efficiently, and maintain full accountability, regardless of the size or complexity of your operation.

Infobip even enables agent collaboration across locations, making customer service scalable and consistent.

You can set up automated replies for frequent requests such as order tracking, password resets, appointment confirmations, and general FAQs. With conversational AI and intelligent workflows, SMS-based chatbots can engage customers in natural interactions, provide instant answers, collect additional information, and guide users through self-service processes. 

This automation boosts efficiency, frees agents for more complex tasks, ensures 24/7 coverage, and delivers a seamless, personalized support experience.

For complete data privacy, Infobip’s platform provides enterprise-grade security, end-to-end encryption, and full compliance with global regulations, including GDPR, HIPAA, and TCPA. 

Automated consent management and opt-in/out controls give your customers transparency and control, while robust monitoring safeguards every interaction, protecting sensitive customer information at all times.