Business text messaging software

Imagine you’re at home and you feel your phone buzz. It’s a text from one of your favorite retailers about a flash sale. Excited, you text back with a question about sizing for a shirt you liked, only to be met with crickets. Your question is lost in the digital ether, and your shopping momentum grinds to a halt.

Business text messaging software exists so businesses can ensure no inquiry goes unanswered. From tracking and organizing messages to prioritizing responses and crafting personalized replies, a messaging platform keeps you in control and helps foster stronger customer relationships.

Below, we’ll explore 10 platforms to help you find the best solution for your text messaging needs.

Read on to learn about each software, including features and pricing.

Traditional business text messaging software enables companies to send and receive SMS messages from customers, employees, and other stakeholders. However, the business messaging landscape has evolved to include more modern, feature-rich channels like WhatsApp, Messenger, and Twitter DMs, creating a more convenient and engaging customer experience (CX).

Modern messaging software allows you to track, prioritize, and respond to all your messages in one place. With AI and automation, it enables fast, personalized interactions at scale, ensuring efficient and effective communication.

A truly great business text messaging platform does more than send mass messages to your customer base—it empowers you to create personalized, seamless, and informed customer experiences. While the ideal solution for your team will depend on your specific use case and goals, here are some top capabilities to look for in a messaging app to enhance the CX:

• Messaging channel breadth: Aside from SMS, the best business text messaging software supports other messaging channels, including popular social channels like Instagram DMs and WhatsApp and business productivity tools like Slack and Microsoft Teams.
• Personalization: Personalize text message replies using a contextual agent workspace with robust customer profiles and 360-degree customer views. This workspace should connect with all your other support touchpoints, such as email and live chat, so conversation history isn’t lost across channels.
• Integration with key business systems: Integrate your business messaging solution with your other systems to enable convenient in-message purchases, appointment bookings, and other conversion-driven activities.
• AI and automation: Offer 24/7 support with AI agents, assist your human agents with AI-powered suggestions and insights, and automate workflows to boost efficiency.
• Reporting and quality assurance: Monitor key CX KPIs in real-time, set SLAs, and leverage AI to continuously improve the quality of the service you’re providing.

Zendesk offers all these capabilities and more. Continue reading to learn more about the Zendesk business text messaging solution.

From a distance, text message software might appear similar. But not all are created equal. The comparison table below outlines the main features, price points, and free trial periods so you can easily compare text messaging services for businesses at a high level.

To offer great messaging experiences, you need a business text messaging solution with cutting-edge technology that’s easy to use and easy to scale. Compare these ten services to learn more.

1. Zendesk

Primary use case: AI-powered omnichannel business text messaging

Zendesk offers AI-powered business text messaging software that’s easy to use and scalable. With our solution, you can easily communicate with customers, employees, and business partners via SMS, popular social channels, your website or mobile app, and productivity tools like Slack.

All conversations are unified within our industry-leading Agent Workspace, enabling teams to manage messaging alongside other support channels. Comprehensive customer profiles that follow the customer across channels allow messages to be personalized for a consistent and tailored experience. Additionally, teams can use these profiles to segment customers and deliver unique, targeted messaging experiences.

Cutting-edge AI is deeply integrated into the Zendesk Agent Workspace—and every aspect of our solution. Zendesk AI is trained on the world’s largest CX dataset, so it understands customer needs from day one. AI can guide agents through messaging conversations by anticipating the next steps, offering suggestions, and taking action on behalf of the agent. Meanwhile, AI agents can automate business text messaging and delight customers with personalized support 24/7. AI can even automate workflows, such as routing requests to the right agent or department.

Zendesk also offers robust reporting tools so you can track, measure, and improve your business text messaging experience. Zendesk QA leverages AI to enable you to review 100 percent of your customer interactions, including those with AI agents, to ensure compliance and monitor churn risk.

Finally, Zendesk enhances your SMS capabilities with features like proactive outbound texts, text notifications, and automated text responses. Plus, when phone lines are busy, customers can seamlessly switch from a live call to a text message, ensuring continuous and efficient support.

Features:

• AI agents
• AI assistance for agents
• Workflow automation
• Skills-based ticket routing, categorization, and tagging
• Intelligent triage
• Omnichannel support
• Reporting and analytics
• SLAs for messaging channels
• Customization
• Knowledge base management
• API and integrations
• Customer segmentation
• Outbound texts
• Proactive messages
• 1,500+ apps and integrations

Pricing: Plans start at $19 per agent/month, billed annually. A 14-day free trial is available.

Explore more Zendesk pricing plans.

2. SimpleTexting

Primary use case: Simple campaigns

SimpleTexting is a business text messaging service for companies of all sizes. It supports standard SMS as well as MMS messages for sending images and videos. All plans offer unlimited user access for team collaboration with different permission levels. Businesses can choose a dedicated phone number or a toll-free number or leverage an existing landline if they have one.

The web dashboard and mobile app can help agents create messages, manage contacts, and keep track of campaign performance. Uploading large contact lists and scheduling messages in advance facilitates targeted campaigns and promotions. Companies can add team members with individual logins or use a single inbox to manage communications.

Users can split contact lists into groups based on demographic information for targeted messaging. Custom tags can segment customers further, and merge tags can crawl customer info to personalize messages with names, birthdays, and more. For frequently used messages, users can opt to select pre-designed SMS templates.

SimpleTexting allows users to create automated text messaging workflows triggered by specific events like website form submissions, appointments, or customer actions. Businesses can set up autoresponders to send automated replies to inbound messages.

Within the dashboard, SimpleTexting provides performance reports on engagement KPIs like open rates. To analyze the data further, users can export reports as a CSV file and review them with external tools.

Features:

• Workflow automation
• Routing
• Omnichannel support
• Conversational commerce
• Reporting
• Unlimited sign-up keywords
• Rollover credits
• Auto-replies
• Short code texting
• Customer segmentation

Pricing: Plans start at $33.20 per month for 6,000 annual message credits, billed annually. A 14-day free trial is available.

3. EZ Texting

Primary use case: Marketing and sales

EZ Texting’s core functionalities are SMS and MMS messages, which can feature images and videos. If businesses would like to use a dedicated phone number, EZ Texting can provide one. All EZ Texting plans offer unlimited incoming messages and contact storage.

The tool has a web dashboard and a mobile app for message creation, contact management, and campaign tracking. Large contact lists can inform bulk messages for targeted campaigns or recurring promotions.

Users can also employ QR codes, website signup forms, and keyword opt-ins to grow their contact lists. Businesses can also split these contact lists into multiple groups with personalization tags. Merge tags can further personalize with specific information like names or birthdays.

Teams can schedule messages for optimal delivery times. They can also set up autoresponders for frequently asked questions. Machine learning (ML) can also provide marketers with suggestions on ways to tweak messages for a certain tone with the AI Compose feature.

EZ Texting has reporting and analytics features to monitor engagement metrics like click-through rates. The analytics dashboard offers a visual overview of campaign performance and has various integrations for further data analysis.

Features:

• AI Compose
• Workflow automation
• Routing
• Omnichannel support
• Conversational commerce
• Reporting
• Contact management
• Message templates
• QR codes
• Team inbox
• Third-party integrations

Pricing: Plans start at $20 per month for 500 messages, billed annually. A 14-day free trial is available.

4. Textedly

Primary use case: SMS and MMS texting

Textedly’s business text messaging service supports standard SMS and MMS messages for both inbound and outbound messaging. Businesses can send messages from a dedicated number, toll-free number, or existing landline. They can also use short codes—short numbers for customers to contact—on certain texting campaigns.

Uploading contact lists to Textedly and scheduling messages in advance allows for targeted messaging campaigns. Textedly also integrates with various business tools, such as CRM platforms and marketing automation software.

Contact management through Textedly starts by importing existing contacts or organically growing a contact list. Users can create contact groups or add merge tags that help craft more personalized messages.

Autoresponders send pre-written replies to incoming messages. Customers can also text a keyword to trigger an autoresponder with a specific message. And for making purchases, Textedly allows for secure text-to-pay transactions.

Textedly provides reports for campaign performance that highlight engagement metrics. Real-time analytics enable businesses to track delivery success and customer responses. The SMS analytics dashboard also helps users spot areas for improvement, such as low open rates or click-through rates.

Features:

• Workflow automation
• Routing
• Omnichannel support
• Conversational commerce
• Reporting
• Social media messaging
• Customer segmentation
• Message tags
• Third-party integrations

Pricing: Paid plans start at $26 per month for 600 text messages, billed annually. A free plan and a 14-day free trial are available.

5. Sakari

Primary use case: Outbound SMS marketing

Sakari offers various business text messaging features. It supports standard SMS texts and MMS messages that can include multimedia, such as images and videos. Businesses can send messages from a dedicated, toll-free number or their existing landline. Short codes are also available for campaigns or promotions.

The web dashboard allows agents to send messages, manage contacts, and track campaigns. Businesses can upload a large contact list and schedule messages in advance for targeted campaigns. Sakari also integrates with pre-built applications and offers an open API to connect with existing business tools.

Users can customize the sender ID to display a business name or brand. They can also segment contacts into groups based on various criteria for targeted messaging. With contact information like names, birthdays, or previous interactions, businesses can personalize messages. Additionally, marketers can create and use predesigned templates for frequently used messages.

Automated text workflows trigger based on actions like website form submissions, appointments, or customer actions. Users can set up autoresponders to send automated replies to incoming messages. Sakari can also help craft messages based on ML via an AI assistant.

Reports cover campaign performance metrics like delivery rates, open rates, click-through rates, and more. Sakari can also populate contact lists with data points from these reports. For analysis with external tools, users can export reports as CSV files.

Features:

• AI assistant
• Workflow automation
• Routing
• Omnichannel support
• Reporting
• Text message templates
• Mass texting
• Automated campaigns
• Secure messaging
• Short code texting

Pricing: Plans start at $16 per year for 500 message segments. A 14-day free trial is available.

6. Textmagic

Primary use case: SMS and MMS texting

Textmagic’s web-based text messaging platform for two-way SMS communications with customers. Businesses can use it to create SMS marketing campaigns or enhance multimedia messages with pictures or videos. The web interface allows companies to choose a dedicated local or toll-free number or port an existing number on the platform.

The service also offers features to organize customer interactions. These include threaded conversations for referencing, contact segmentation for targeted messaging, and import options for integrating existing contact lists.

Companies can personalize text messages within customer segments via demographics, purchase history, and other past interactions. And with merge tags, teams can also use customer details like names or transaction history to tailor messages.

Automated tools allow users to create pre-programmed text message sequences triggered by customer actions or events. This might be a welcome message or a reminder to revisit an abandoned shopping cart. Textmagic also allows setting up automated replies based on keywords within received texts for basic message automation.

An analytics dashboard tracks KPIs related to a campaign. Insights are available with features like detailed delivery reports and cost breakdowns for messaging activities.

Textmagic offers integrations with third-party tools and platforms to expand functionalities beyond core text messaging. It also lets users convert email messages to texts so customer messages end up in one inbox.

Features:

• Workflow automation
• Skills-based routing
• Omnichannel support
• Conversational commerce
• Reporting
• Schedule texts
• Mass texting
• Online text messaging
• Imported mobile numbers
• Third-party integrations

Pricing: Textmagic uses pay-as-you-go plans that start at $0.049 per text message. A 30-day free trial is available.

7. Twilio

Primary use case: Customized SMS marketing

Twilio’s approach to business text messaging differs from that of some competitors. Instead of offering a pre-built platform, Twilio provides a programmable API (application programming interface) that allows businesses to integrate text messaging functionalities into their existing applications or workflows.

The API facilitates two-way communication with customers through SMS messages. You can create and send marketing campaigns or leverage richer message formats like MMS with pictures or videos. Additionally, Twilio integrates with the WhatsApp Business API, allowing you to reach customers on the messaging app.

While Twilio can be customized, integrating it into existing systems requires some technical knowledge. The tool has software development kits (SDKs) and libraries in various programming languages. It also offers pre-built solutions for common use cases like appointment reminders or verification codes.

Developers can build functionalities for message personalization and automation. Then, marketers can segment customer groups based on specific criteria and tailor messages accordingly. Additionally, the API enables developers to create custom workflows using text messages. This could involve sending automated replies, appointment reminders, or triggered messages based on customer actions.

Twilio offers real-time message delivery and engagement insights through its API and dashboard. You can generate reports to track key performance metrics like message delivery rates, open rates, and click-through rates.

Features:

• Workflow automation
• Skills-based routing
• Omnichannel support
• Conversational commerce
• Reporting
• SLAs for messaging channels
• Pre-built products and APIs
• Customization for developers
• Customer segmentation
• Third-party integrations

Pricing: Twilio uses pay-as-you-go plans that start at $0.0079 per text message. A 14-day free trial is available.

Recommended reading: Learn how Twilio integrates with Zendesk.

8. Salesmsg

Primary use case: Sales outreach

Salesmsg offers a cloud-based platform companies can use from a web interface or mobile app. The app sidebar contains four tabs: Conversations, Contacts, Broadcasts, and Triggers. Businesses looking for extra features need to integrate Salesmsg with other apps.

Businesses can send and receive individual texts or create and launch SMS marketing campaigns to reach a broader audience. It also allows sending MMS messages with pictures or video. Local phone numbers are available to maintain business identity. Users can also opt for toll-free landlines or short codes for sending and receiving texts. Those messages get collected in private and shared inboxes so teams can collaborate on customer interactions.

Salesmsg’s one-click integration with Outlook and Google enables customers to book appointments; it can also automate text messaging when connected to CRM platforms. With integrations, agents can use Salesmsg to send high volumes of messages and make calls from the same number, so leads and conversions come in real time.

Personalization is available via customer segmentation features. This allows businesses to tailor messages to specific groups based on demographics, purchase history, or other relevant criteria. Additionally, companies can personalize individual messages by inserting merge tags that automatically populate details like customer names or purchase details.

Some basic automation tools also come with the software. Businesses can set up autoresponders to send pre-written replies based on business hours or keywords within received texts. The platform also allows scheduling text messages in advance for promotions or sending reminders.

For campaign analysis, Salesmsg provides an analytics dashboard to track key performance metrics like open rates, click-through rates, and overall campaign performance. It also offers reporting features that give insights with details on delivered messages and customer engagement.

Features:

• Workflow automation
• Skills-based routing
• Omnichannel support
• Reporting
• Bulk messaging
• Voice call functionality
• Contact segmentation
• Conversion tracking
• Reporting and analytics

Pricing: Plans start at $25 per month for 500 message credits. A 14-day free trial is available.

9. Podium

Primary use case: Review management

Podium’s web-based texting platform can handle plans for small and large businesses in various industries, including automotive, retail, home services, professional services, and healthcare. Every Podium plan has an inbox for all your emails, texts, phone calls, and social media messages. Voicemail transcriptions, automation, integrations, advanced routing, and auto-responses are all available through higher-tier plans, as are unlimited contacts.

The texting service offers two-way SMS and bulk texting capabilities. Podium allows agents to manage text conversations alongside channels like calls and web chat within a single inbox. Customer interactions are organized into threaded conversations and can be segmented based on different criteria.

Personalization options include targeted messaging based on customer data and the ability to insert personalized details using merge tags. Podium can also send automated messages to customers to request a review after they’ve made a purchase. Businesses can leverage features like automated workflows for appointment reminders and order confirmations, personalized marketing messages for increased conversion rates, and automated responses to common customer inquiries.

A comprehensive analytics dashboard tracks key performance metrics and generates reports on campaign performance, customer engagement, and return on investment. The platform also enables teams to set SLAs.

Features:

• Workflow automation
• Skills-based routing
• Omnichannel support
• Reporting
• SLAs for messaging channels
• Secure payment processing
• Textable review invites
• Automated appointment scheduling
• Payment management via text
• Third-party integrations

Pricing: Plans start at $399 per month. A 14-day free trial is available.

10. SlickText

Primary use case: Detailed marketing campaigns

SlickText offers a variety of business text messaging features and functionalities. Marketers can communicate directly with customers via two-way SMS and include pictures or videos. Businesses can use text-to-join shortcodes to subscribe customers to SMS lists, text surveys to gather feedback, and run text-to-win contests. Leads can use a QR code to opt in or use textwords to trigger a pre-written response.

The text service for businesses includes automatic URL shortening and a text scheduler. It also provides unlimited contacts and live chat support for users. Pricing for each plan is based on text volume, with higher-volume plans offering more keywords that customers can use to trigger pre-written responses.

The web-based platform allows businesses to use a new, dedicated local phone number or acquire a new one. It’s possible to send bulk texts to targeted customer segments or message an entire contact list. Contact management happens by organizing customer interactions with features like threaded conversations to view past interactions.

Businesses can also use contact segmentation to personalize customer communications. This is done by tailoring messages to specific customer groups based on demographics, purchase history, or other criteria. Marketers can personalize messages by inserting customer information like name or purchase details. Mobile coupons, loyalty programs, and special offers via text messages are also available.

Customer actions or events can trigger pre-programmed text message sequences. These include welcome messages and abandoned cart reminders, among other notes. SlickText offers an analytics dashboard to track actions and key performance metrics like open rates, click-through rates, and website visits generated from text message campaigns. The dashboard can produce reports that detail customer engagement and ROI.

Features:

• Workflow automation
• Reporting
• Text keywords for signing up
• Unlimited contacts
• SMS autoresponders
• Text surveys
• Website popups
• Short code texting

Pricing: Plans start at $29 per month for 500 texts and two textwords. A 14-day free trial is available.

Many companies are still trying to understand how messaging fits within their larger support strategies, which makes it challenging to know what questions to ask a potential messaging platform. Here are a few considerations to help you find the right one for your business.

• Ease of use: The right platform should have an intuitive design for the end user to minimize training timelines and boost productivity. You should also be able to implement it quickly without technical resources to increase time to value.
• AI and automation: AI helps your agents work smarter and solve customer issues faster, creating more seamless and effective messaging experiences. This can include advanced chatbots, or AI agents, that understand and resolve complex queries, freeing up agents for other tasks.
• Total cost of ownership: A platform that includes everything you need from the get-go keeps costs low by not requiring pricey add-ons later. An out-of-the-box solution also helps you avoid developer fees.
• Scalability: Your software should grow alongside your business, not fence it in. Consider whether it’s powerful enough to scale to meet any level of complexity your business may demand in the future.
• Security: Customer data is collected through business texts. Look for a solution prioritizing customer data privacy to safeguard consumer information and protect your reputation.

The business texting service you need will vary depending on your use case. Marketers will need features like customer segmentation, while service teams might look for options like intelligent triage. With Zendesk, you get a comprehensive messaging service that includes everything you need in one solution.