Appointment reminder texts
Cut missed appointments with a timely text the day before, sent automatically at the time you choose.
Read moreCustomer service updates that cut chaser calls
Customers mostly want to know what is happening. Proactive text updates on repairs, queries and applications answer that question before they pick up the phone.
Why it matters
What goes wrong without it
A large share of calls into any customer service team are progress chasers: is my repair booked, has my application been received, when will the engineer arrive? Each call takes time to answer and often ends with a promise to call back, which creates more work. Customers left waiting feel ignored, even when the work is progressing well. Email updates are easily missed. Sending a short text at key points, such as when a case is opened, scheduled or resolved, keeps customers informed, reduces inbound calls and lets your team focus on the cases that genuinely need a conversation.
How Orbis SMS helps
Step by step
- 1
Define your update points
List the moments where customers most often call to chase, such as case received, engineer booked, parts ordered and job complete. Each one is an opportunity for a proactive text that saves a phone call. Your call logs will usually show which stages generate the most chasers.
- 2
Build a template library
Write a template for each update point, with your business name, a reference, the key fact and a contact number. Consistent templates help the whole team give the same clear information, whoever handles the case, and make training new team members far simpler.
- 3
Send updates as cases move
Each day, export customers whose cases have changed status and send the relevant update to them, or schedule updates for a set time. An approved sender ID with your name builds trust and stops messages being mistaken for spam or phishing.
- 4
Measure the effect
Use reports to track how many updates you send and compare that with your inbound call volumes. Check delivery information where available and correct failed numbers so future updates reach every customer. Over time, this shows clearly how much time proactive updates are saving your team.
Features used
Questions
Frequently asked questions
In most cases, yes. Many inbound calls are simply asking for a status update. Proactively sending that information means fewer people need to call, and those who do already have their reference number to hand.
No. Keep service updates focused on the customer's case. Mixing in promotions turns a service message into marketing, which needs consent and an opt-out.
Updates sent today are one-way, so include a phone number.
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