Responding to the specific circumstances of customers is an easily understood cornerstone of business practice, and the advantage of employing text messaging services is that a transaction can be conducted through the hub of a consumer's personal data: his or her mobile phone. Jeff Tseng, CEO of Kontagent, recently wrote a sponsored post for Venture Beat in which he discussed what he considers the most important aspects of mobile functionality in creating heightened company response.
"Unlike any other digital touchpoint in history, mobile devices can deliver a customer experience that's omnipresent, relevant and intimate—the three elements of an ideal customer experience," he wrote, going on to identify the way that mobile devices collect all sorts of consumer preferences and data. This can, in turn, help build profiles about when and where specific calls are made and what these customers are actually calling about.
But it's not just the data that's important when it comes to text messaging services transactions. Having someone on the other end of the line who can give a quick response is essential. And though the intimacy that Tseng refers to comes from a close understanding of customer habits, it can also be a guiding principle for answering service users, who can maintain a strong connection with customers enforced through the closeness of their personal device.
Whatever means a company chooses to offer online customer services, they should be made simple and easily accessible. Taking on an outside source that inherently understands this can help keep the focus on the customer and fixing whatever situation has arisen.