SMS for Customer Service: Why Your Customers Will Thank You

SMS for Customer Service: Why Your Customers Will Thank You

Though SMS is not a new technology, it’s experiencing a renaissance as the most used function on smartphones worldwide. The largest generation is the world—millennials—prefer it over any other form of communication for interacting with the brands they love. Using SMS for customer service can help you build better relationships, increase customer lifetime value, and […]

Why Contact Centers Must Use Messaging Channels

Why Contact Centers Must Use Messaging Channels

Consumers want to be served on the channels they use every day, not those that happen to be convenient for your business. Research conducted with contact centers conclude that they’re enabling messaging channels for customer service, but consumers say the reality just isn’t so. What’s interesting is, if a majority of organizations have enabled digital […]

Contact Centers Use Text Messaging to Reduce Customer Effort

Contact Centers Use Text Messaging to Reduce Customer Effort

Of consumers asked, 59% said they have higher expectations for customer service now than they had a year ago, according to the 2018 State of Global Customer Service Report. And when asked if the process of engaging with customer service to get questions answered is getting easier, only 39% said yes. Intelligent text messaging for […]

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