Top 6 Best CRMs For SMS & Texting In 2024

Searching for a CRM that masters the art of SMS and texting? You’ve arrived in the right place. In this in-depth guide, we’re spotlighting the top CRMs of 2024, specially designed for businesses looking to harness the power of text message communication. These aren’t your standard CRMs; they all excel in automating your businesses text messaging, ensuring compliance with global texting regulations, and enabling dynamic two-way SMS. We delve into the nitty-gritty of their SMS capabilities, assessing everything from WhatsApp support to the underlying technology powering SMS delivery. Our aim is to unravel how these CRMs stack up in terms of pricing, value and SMS features. Without further ado let’s jump into the crux of it.

5 essential features every good SMS CRM should have

So, what makes a good CRM for SMS and texting? Below are some of what we believe to be the key features that define an effective tool. Each of these elements plays a crucial role in making managing text-based customer engagement efficient and effective.

1. Text message automation – A vital feature for any CRM for texting is the automation of text messages. This allows for automated replies and scheduled texts, streamlining customer communication and ensuring timely interaction. For example, a business could set automated appointment reminders to be sent via SMS, reducing no-shows and maintaining a consistent communication flow.

2. Compliance with texting regulations – It’s crucial for a CRM to adhere to marketing and communication regulations like TCPA and GDPR. A CRM adept in this area helps businesses avoid legal issues by automatically adjusting messaging strategies based on each country’s regulations, ensuring global compliance.

3. Two-way SMS communication – The ability to conduct two-way texting is essential. This feature facilitates an interactive dialogue where recipients can respond to messages, enhancing engagement. For instance, a CRM could enable customers to confirm appointments or make inquiries via text, with responses managed within the system.

4. Pricing and value for SMS capabilities – Evaluating the CRM’s cost, particularly for its messaging features, is key. A CRM might offer a cost-effective pricing model based on the volume of text messages, providing scalable solutions suitable for businesses of varying sizes and needs.

5. SMS delivery technology – The technology behind SMS delivery is a critical aspect of a CRM. Advanced solutions might include cloud-based services for enhanced reliability and scalability, ensuring messages are delivered efficiently and consistently, even during peak usage times.

5 ways SMS and text message CRMs can add value to your sales and marketing function

Having a CRM with texts and SMS capability can be a significant asset for any business, but what other advantages do they offer? The features below demonstrate just how much value adding a decent CRM with an array of messaging features can add.

1. Seamless outreach with automation
With text message automation, businesses can send out messages effortlessly. For instance, a clinic can set up automatic appointment reminders, saving time and reducing no-shows.

2. Staying compliant with regulations
For businesses operating in multiple countries, CRMs that ensure compliance with SMS regulations like TCPA and GDPR are essential. They can tailor their text message campaigns to meet diverse legal requirements, avoiding penalties.

3. Engaging customers with two-way texting
CRMs with two-way SMS capabilities turn messages into interactive conversations. A retail store, for example, can quickly address customer inquiries via text, enhancing the overall customer service.

4. Quick feedback collection
Companies are using messaging capabilities in CRMs for rapid feedback collection. A restaurant, for example, might send a text survey to diners after their visit, encouraging immediate responses while their experience is fresh, leading to higher response rates and more actionable feedback.

5. Dual-channel outreach for increased reach
Companies are adopting a strategy that combines email with SMS to maximize their chances of reaching customers or leads. For instance, if a marketing email goes unread, the same message can be followed up with a text, significantly increasing the likelihood of engagement. Texts have a much higher open rate, with some studies suggesting that texts are opened up to 98% of the time compared to emails’ 20%, thereby doubling the chances of your message being seen and acted upon.

Alright, now that we’ve covered the essentials, let’s delve a little deeper! In this section of the article, we’ll cover 6 of the best CRMs designed specifically for SMS and texting in 2024.

Quick comparison of the top 6 best CRMs for SMS & Texting in 2024

The top 6 best CRMs for SMS & Texting in 2024 are:

1. Shape
2. Klaviyo
3. Agile CRM
4. Close
5. Active Campaign
6. Keap

1. Shape

Shape CRM is an easy to use, all-in-one system packed with CRM features designed to help small and medium-sized companies centralize their sales and marketing processes. These include SMS, texting and other communication tools that ensure you are always connected with clients.

Shape’s SMS automation particularly stands out for being very robust. With features like personalized bulk texting, automated texting campaigns, pre-built templates, and voice dictation, you can reach more prospects and convert more deals in a shorter time.

Bulk messages are personalized in Shape through segmentation. Within the CRM, you can segment your contacts based on criteria like customer behavior, purchase history, or demographics and send them bulk messages that are relevant to each group.

To add an extra layer of personalization, you can add relevant personal details such as recipient name, location, etc through placeholders, and each recipient will receive a version of the message that includes their specific information.

Shape doesn’t just roll out messages indiscriminately, it also ensures your messages are delivered by adhering to compliance rules. This includes using throttling to regulate the rate of your bulk messages to one every 4 seconds in order to mimic normal human texting patterns.

Apart from throttling your messages, Shape is also compliant with 10 DLC Texting Compliance in North America and automatically handles opt-out and opt-in when a recipient replies with specific keywords.

This SMS CRM system also prioritizes your user experience with its text messaging inbox that allows you to see all your messages in one place so you can easily track all your conversations. But Shape’s text messaging inbox is more than just a centralized location, it supports 2-way communication, allowing you to text your customers directly from the list page.

All you have to do is click on a chat, and a popup with your previous chat history will appear. You can reply either by creating a new message, choosing from an available template, or using the microphone for voice-to-text dictation.

Despite all its packed features, Shape does not overlook the little details that capture your recipients’ attention such as photos, GIFs, and videos, and audio. You can attach these multimedia elements with MMS so your messages are not bland and you don’t lose your recipient’s interest at first glance.

Shape’s pricing is straightforward. The Sales & Marketing CRM costs $119 per month and requires the communications package as an add-on at just $39 per month for call, text, and email marketing functionalities. 10DLC texting also attracts additional fees but considering the CRM’s comprehensive SMS capabilities, it is good value for money.

Ultimately, thanks to its packed features and ease of use, executing mass marketing via texts, calls, and emails on Shape is seamless. However, as expected from an all-in-one CRM system, some users experience a steep learning curve, requiring time and effort. But from user reviews, the quick and helpful customer support team quickly resolves this even though no phone support is available.

2. Klaviyo

Klaviyo is a marketing automation platform designed to help you engage with your customers where they are most active. Whether it’s over text or emails, it connects you with your most valuable customers faster. This CRM for texting includes features like subscription links, MMS, cross-channel automation, and more to help you build and strengthen customer relationships.

With Klaviyo, adding customers to your sales pipeline is easy. It allows you to create shareable SMS subscribe links so you can gather new sign-ups through email CTAs, social media campaigns, and QR codes. And since many of your customers will be on mobile, Klaviyo provides dynamic text blocks that allow you to create one SMS sign-up form that automatically optimizes for mobile visitors.

Once you have your list you can start sending prompt, personalized text messages in response to customers’ real-time behavior and data. Automating these responses is easier with the CRM’s 20+ prebuilt automation flows for multiple scenarios.

But what truly simplified the text messaging automation when we tested Klaviyo was its drag-and-drop flow builder. It is not only easy to use but also gives you complete control over your message sequences, allowing you to easily lay out each of your automation.

That’s not all. Like Shape, Klaviyo ensures your texts are personalized by properly segmenting your customers. It has a segment builder that allows you to group your list and send your messages based on factors like predicted lifetime value, previous purchases, discount code usage, and other data. These segments update in real time so your messages are always relevant.

Klaviyo does not just send messages, it supports 2-way conversations by allowing you to respond to each customer in real-time whether directly through the CRM or through third-party integrations with Gorgias and Zendesk.

As expected from any credible CRM for SMS, Klaviyo is compliant with texting regulations across several countries, including GDPR, CCPA, TCPA, and PECR, as well as the Canadian, Australian, UK, and New Zealand Anti-spam legislation.

Its SMS delivery technology operates via API which ensures seamless integration and reliable message delivery. This also supports the platform’s broad compliance with several texting regulations.

Unlike several other providers we tested, Klavioy’s carrier fees are built into its pricing so before sending your messages, you know exactly how many credits you’ll use. However, this cost can run high causing several small business and startup users to point this challenge out in reviews.

Credit costs per text message vary with location. For example, users in the US require 1 credit per SMS and 3 per MMS while those in Canada require 3 credits per SMS and 5 per MMS.

When you are starting, it offers a generous free plan perfect for getting familiar with all the workings of the CRM. The free plan includes 150 free monthly SMS/MMS credits and any applicable carrier fees.

Subsequently, you can upgrade to the E-mail and SMS plan that starts at $45 for up to 1500 contacts, 150 SMS and MMS credits, and at least 15,000 monthly email sends. This fee increases as you add more credits.

Altogether, Klaviyo shines for its auto-segmentation for efficient targeting, comprehensive SMS templates, as well as its built-in carrier fees. However, one major drawback is that message credits do not roll over. You can only use them within the designated period which is not ideal considering the high cost. Also, if your business operates in several geographical locations, configuring settings like opt-ins can be difficult.

3. Agile CRM

Agile is a comprehensive sales and marketing CRM designed specifically for small and midsize businesses. Powered by Twilio, Agile provides mobile marketing functionalities such as phone calls and SMS within the CRM to its customers.

It also provides SMS sales automation features like autoresponders, drip campaigns, and message scheduling as well as personalized messages.

To set up autoresponders, Agile CRM provides triggers to automatically send responses to leads and customers who display already specified behaviors. This could be follow-up messages, welcome messages, or confirmation messages.

You can even define your campaigns to engage with your contacts throughout their life cycle. Building these workflows during our test was generally straightforward thanks to the drag-and-drop visual designer.

Personalizing your text messages on Agile can be done through custom fields, contact data, and customer behavior. The CRM comes with a variety of custom fields, such as first name, last name, company, and location that you can include to add a personal touch that yields a high response rate.

Contact data like products owned and customer behavior are also helpful when segmenting your list. The CRM can automatically segment your customers based on these attributes and send relevant bulk messages to everyone in each segment.

As we tested Agile, one of its clearly distinct features was the keyword text messaging. As the name implies, the CRM takes specified action once you receive a text message containing a certain keyword. It could be to immediately send a response based on that keyword or trigger a follow-up action for the support or sales rep.

Despite being full-featured, Agile > integrates with 50 external applications, including email services and social media apps to extend its functionalities. It also houses all these features and integrations on a clean and simple CRM that doesn’t feel cluttered. However, for a CRM that is feature-packed, Agile isn’t regularly updated which limits its adaptability to new market trends.

But what it lacks in frequent updates, it compensates by being compliant. Agile CRM is GDPR Compliant and generally puts compliance at the fore by implementing the required security requirements and tracking any changes in the GDPR implementation policy to ensure constant adherence. Additionally, the CRM also sends you suggestions to help you understand and enforce the compliance obligations required for your business within Agile.

Agile has a free plan which unfortunately does not include mobile marketing. The three premium plans include a Starter, Regular, and Enterprise plan at $8.99, $29.99, and $47.99 per month respectively. However, SMS is only supported only in the $29.99 regular plan and upwards. It charges SMS based on credits and 1000 credits cost an additional $2 on your subscription plan.

Overall, with its user-friendly interface for easy navigation and feature-packed marketing automation, Agile well deserves a spot among the best CRM for SMS. However, getting started can be a little challenging because there are limited product training materials available for user education. The lack of regular updates can also affect its overall performance.

4. Close

Next on our list of best CRMs with text message functionalities is Close. As a CRM built for sales teams, Close comes with a built-in one-click SMS feature that allows your sales teams to send SMS on the go.

You don’t even have to switch between windows or multiple texting apps, you can read and respond to all your text messages without leaving your Close Inbox. In one click, you can start sending your SMS using a template or by crafting your message from scratch.

Close also supports scheduling and campaigns. You can delay the send date and time until the best moment when your leads are most likely to engage. Additionally, you can leverage API bulk texting, multi-step workflows, follow-up triggers to take your outreach further.

Close is GDPR, CCPA, and SOC 2 Type 2 compliant so your data is safe. However, it not only complies with these regulations but also ensures that you meet the requirements as well. It requires you to register for A2P 10DLC before you can send text messages to the U.S.

Provisions like strong data protection controls to prevent unintended disclosure or misuse, industry-standard best information security practices, and rigorous testing to proactively fix bugs and vulnerabilities ensure this.

Close ensures bi-directional communication with customers through its Inbox. It also integrates limitedly with WhatsApp. Although it doesn’t offer a full WhatsApp integration, you can use a Close internal number as a WhatsApp number and create a WhatsApp workflow via Custom Activities.

Pricing within this CRM for texts is straightforward. SMS is automatically enabled for all users on any subscription plan which starts at $49. Close also provides activity insights that give you an overview of your entire team’s usage and spending. We found this analytics feature particularly insightful when we evaluated CRM as it not only provides a clear understanding of your team’s strategies but also helps you optimize your resources.

Costs per SMS start at $0.01 for each outgoing message in the U.S. and Canada which are currently the only supported locations. However, these costs grow rapidly which quickly becomes a challenge for small businesses.

That’s not all, most of the advanced features that make Close CRM worth a try are only available in the top-tier pricing plans adding to the already high expense for small businesses. For example, the $49 Startup plan is limited to 5 workflows.

More workflows require upgrading to the Professional at $299 which itself is limited to 25. When your business’s needs grow and you need more workflows, your next option is a $699 Enterprise plan.

Nevertheless, the platform has a 14 day free trial that gives you a feel of what to expect before deciding if it’s worth the commitment.

Like Agile CRM, Close’s SMS provider is Twilio so it integrates SMS, email, and telephony functionalities seamlessly, reducing your chances of experiencing multitasking challenges when using the CRM platform. You can easily track your team members’ calls, emails, and text messages while also setting reminders for efficient follow-ups on other customer activities.

However, Close CRM’s SMS feature is only available for users in the USA and Canada. So, if you are located elsewhere or run a global business, you’ll need to go for another option. The costs can also go up rapidly as you need more features which is a significant drawback for small businesses with limited budgets.

5. Active Campaign

ActiveCampaign’s major selling points are its comprehensive features and functionalities designed to help you engage with your customers and prospects effectively.

These features include SMS marketing automation, pre-built SMS recipes, custom forms, and integrations with other marketing tools that make your marketing campaigns more efficient. For example, ActiveCampaign’s integration with Salesmsg enables two-way SMS and MMS communication.

Salesmsg is a bi-directional business text messaging platform that helps you send, receive, and manage SMS conversations either online or from your mobile device. With this integration, you can receive and send SMS and MMS messages, personalize your text messages, send bulk texts from your CRM automation, and record text messages and calls using Notes.

These features and integrations are presented on ActiveCampaign’s user-friendly interface which is intuitive enough to help you create and manage large customer databases, segment your audience, and send them personalized campaigns.

Automating your SMS marketing is as easy as adding in an SMS block as a step in your automation workflows to automatically send scheduled text notifications, campaigns, and follow-ups. By defining the precise delivery date and time schedule, you ensure that the messages roll out at the optimal day and time.

ActiveCampaign also provides SMS Recipes such as New Subscribers, Event Reminders, Referral Generator, etc. to save you valuable time in creating these sequences from scratch. All you have to do is import these recipes into your account and add a few changes to tailor them to your preference.

However, ActiveCampaign’s intuitive interface could not fully compensate for the core SMS functionality challenges we experienced during our test. For instance, there were instances of inactive campaigns still sending messages which could lead to confusion and miscommunication with your clients.

Regarding CRM data security, ActiveCampaign constantly improves measures to adhere to and even exceed several compliance standards. It is compliant with A2P, 10DLC, GDPR, SOC 2, and HIPAA regulations so your customer information is safe.

Starting at $49 per month, you can access ActiveCampaign’s SMS add-on by subscribing to its Plus plan. This add-on costs an additional $21 and provides 1000 credits. It is also available as an add-on to the Professional and Enterprise plans that start at $149 and $259 per month respectively.

Users on the Plus and Professional plans receive 25 free credits per month while Enterprise users receive 1,000 free credits per month. Like Klaviyo, these credits are only available for that month and do not roll over.

Ultimately, ActiveCampaign excels in setting up complex marketing sequences through email, SMS, push notifications, and site messages. Its intuitive UI makes these sequences very easy to set up. However, it is not very cost-effective as SMS functionality is only available on higher tier plans and unused credits do not carry over to the next period. The SMS functionality can also be problematic, with instances of inactive campaigns still rolling out messages.

6. Keap

Keap is a CRM with text messaging features tailored to help marketers and salespersons automate their customer interactions and increase their SMS response rates.

It triggers automated SMS based on customers’ actions and ensures your messages are sent as early as possible by leveraging the customizable templates and automatic options. These messages are personalized to increase engagement using tag segmentation and merge fields that are automatically filled with specific data from customer records.

Keap can also help you send bulk messaging campaigns and track their results through its reporting tools. Like other text CRM software on this list, it supports two-way communications with contacts so as you receive replies to your automated and bulk messages, you can continue the conversation one-on-one.

This feature is available in Keap’s Pro and Max plans at $159 and $229 per month each. They come with 150 and 250 monthly text message credits after which you are charged $0.015 per text message. These credits do not roll over to the following month.

With the base plan starting at $159 monthly, Keap’s pricing is on the high side and not a cost-effective option for small or midsize businesses. Still, you can try the 14-day free trial to try out its functions before making a decision.

Keap’s SMS feature is only available in the US and Canada and is compliant with both countries’ prohibitions on contents like sale or promotion of controlled substances, debt and credit relief offers, secret shopper advertisements, etc.

It also complies with the opt-in and opt-out regulations by providing a clear way for your recipients to provide or revoke consent to receive your text messages. This ensures the deliverability of all your messages.

One aspect that Keap CRM truly excels at, as we noticed while evaluating it, is user-friendliness. All its features are easy to set up and use, from sending trigger-based messages and bulk SMS to tracking conversations.

Although Keap is designed to provide small business owners with a scalable CRM solution, its pricing is higher than most other products on the market, which arguably contradicts its aim of catering to small businesses. Additionally, it does not support photos, videos, gifs, or any MMS elements. This tiny detail can limit the versatility and appeal of your text messages for certain marketing strategies.

Wrapping up

As we conclude our exploration of the best CRMs for SMS and texting in 2024, we’ve offered you a comprehensive overview of the top tools in this space, each boasting unique capabilities such as text message automation, compliance with regulations, and two-way communication. What’s next? We suggest diving into demos or free trials, and meticulously going through user reviews to identify the CRM that aligns best with your business requirements. This hands-on experience will provide a clearer understanding of each tool’s features and user experience, aiding you in making a well-informed decision. In today’s fast-paced business environment, the right CRM for SMS and texting can significantly enhance your communication strategies and keep you a step ahead. We hope this guide serves as a valuable resource in your search for the perfect CRM solution.

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Please note: All pricing mentioned in this article is based on information available as of 04-02-2024 and sourced from the respective companies’ public pricing pages. While we strive for accuracy, we recommend verifying with the specific company for the most up-to-date details.