SMS customer service refers to support provided by businesses via text messaging. This approach is often used as part of an omnichannel strategy, allowing for real-time, personalized, and conversational experiences with customers on their mobile devices. The benefits of SMS customer service include reaching customers more frequently due to the widespread use of SMS, providing personalized interactions, offering convenient two-way communication, reducing response times, being cost-effective and scalable compared to phone calls, and enabling real-time support. To maximize the effectiveness of SMS customer service, businesses can send timely and personalized messages, have real-time conversations, automate certain conversations with scheduled messages, utilize bots to answer frequently asked questions, use SMS for appointment reminders and alerts, collect customer feedback through polls and surveys, and carefully plan out their message strategy to avoid overwhelming customers.