Customer Experience News & Trends

How many contact centers text their customers?

Here’s why you should add text to the array of channels customers have for contacting you. 

More and more move to smartphones every day. That’s why almost half of companies plan to offer customer service via text within the next two years, a Strategic Contact and Pipeline survey just found.

For now, about 15% of companies include text messaging as a contact media. Another 35% say they’ll offer it by 2013. Many are even considering mobile apps as part of their customer service strategy.

With more companies offering text for help, more customers will expect it. Now might be a good time to at least gauge your customers’ interest in it, and then start to develop a plan.

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