With technology evolving each day, it's crucial for businesses to adapt and ensure that they are taking care to create multiple means of communication for customers. Different individuals will respond to different facets of contact, and to keep consumers happy – which will help organizations stay profitable – companies need to stay aware of what's available.
Partnering with an award-winning answering service will provide customers with phone, email and text messaging services. That way, a professional representative can be reached 24/7, guaranteeing that questions will be quickly answered.
While mobile devices have increased in popularity, many consumers have taken to not only using standard text messaging to communicate with one another, but free messaging services have also become more common.
Smartphones can use free internet-powered services that send messages over data networks instead – like Facebook messaging.
Peter Deng, a product director at Facebook who oversees its Messenger software, told The New York Times that text messaging was a perfect application that could be even more innovative for customers.
"It's limited to 160 characters," Deng said, "and it's not at all rich in its expression. People want to connect deeply with each other, and they don't want to be constrained by various technical boundaries and decisions made 20 years ago."
According to the article, standard texting is still extremely popular among consumers. CTIA, the wireless industry trade group, said that in the first half of this year, Americans sent 1.107 trillion text messages. Texting is pure profit for cell phone carriers, as it costs nearly nothing to have them delivered. And, with internet services increasing in demand, carriers have been redoing their pricing plans to cater to customer needs.
As Deng said, people want to connect deeply with each other, which an answering service can adhere to by ensuring that customer contact remains a top priority.