SMS Text Response

It’s no secret that more and more customers are demanding new methods of communication.  Texting is now commonplace and customer centric companies are providing this method of communication in addition to traditional telephone, email and web chat functionality.

Consumers want SMS as an option to communicate with customer service/support. There have been several studies completed that validate this statement. A survey conducted by the International Customer Management Institute found 80% of consumers want SMS as a communication channel. Aside from research, it’s not hard to see that people prefer communicating through text messages. If you were to count how many total conversations you had on your cell phone in a given month, how many would be phone calls?