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August 18, 2015

Text for Customer Service - Three Reasons Why it Works

By Rodney Kuhn, Founder and Chairman, Envision

One of the newest avenues for companies looking to build upon their customer service strategy is text/SMS. With research fromGallup showing that Americans use their cell phones more for sending and/or receiving texts than any other function—and that text messaging was the preferred communication method for Americans under the age of 40—it makes perfect sense why text is being so warmly embraced within the enterprise.



Considering just how prevalent text is, it’s understandable why enterprises wish to expand customer service into this medium. Here are three reasons specifically why text for customer service is taking off:

Customers prefer it: Not only does research show that customers use text more than any other phone function, but that customers actually prefer text for customer service over rivaling communication methods. For example, an August 2014 Harris Poll found that 64 percent of consumers prefer to send and receive text messages for customer service as opposed to traditional phone. There are plenty of reasons why customers may prefer text today. For instance, it’s convenience; in addition to trying to fix whatever problem warrants service, customers likely have several other business and personal issues to handle at the same time. As such, having to maintain a constant connection with a customer service agent can be difficult and frustrating. Those customers polled by Harris agreed, with 81 percent saying they find it frustrating to be tied to a phone or computer to receiver customer service.  

Want to see the other two reasons? Click here to read this article in full.



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