This blog has previously discussed how Americans are becoming more reliant not only on their mobile devices, but on their ability to send text messages to one another. With the International Data Corporation (IDC) reporting that smartphone shipments to retailers increased by 45 percent from 2011 to 2012, consumers are taking advantage of the ability to shoot quick messages.
Companies should keep that in mind when creating their plan for quality customer services. When text messaging services are included, businesses will be ensuring that 24/7, consumers can be put in contact with a representative through whatever medium is most convenient to them.
The four largest mobile carriers in the U.S. are using the increase of texting to help keep customers safe. According to Computer World, the companies of AT&T, Verizon, Sprint Nextel and T-Mobile have all agreed to accelerate the availability of emergency texting, or text-to-911.
U.S. Federal Communications Commission chairman Julius Genachowski said in a statement that the four carriers have committed to major deployments of text-to-911 in 2013, with nationwide availability by May 15, 2014.
“Access to 911 must catch up with how consumers communicate in the 21st century – and today, we are one step closer toward that vital goal,” Genachowski said.
This will allow more than 90 percent of the nation’s mobile consumers, including those with hearing or speech disabilities, to be able to contact emergency services by sending text messages to 911.
Additionally, the carriers agreed to provide automatic bounce-back text messages, which would notify customers if their 911 text was unsuccessful because the service was not yet available.
It’s crucial for organizations of all kinds to evolve with changing consumer needs. When a business partners with an answering service that offers text messaging services, it is ensuring that no matter what type of device is used, customers will have their questions answered quickly.