Text messaging services are simply an unavoidable fact of the world we occupy, and if your company wants to ensure it reaches its customers, it will most likely need to make this a priority. The truth is, consumers put a priority on texting even in situations you wouldn't expect, making them more likely to respond to you and work towards solving whatever issue it is they're experiencing.
A study by Jumio and Harris interactive polled American mobile users and found strong evidence for the notion that we prize mobile messaging over all. It found that more than 30 percent access their phones in public or social events like a school function for a child, a date or at the movies. Additionally, 55 percent of adults use their phones while driving, and while this is illegal in some states, it signals how unmistakably pervasive texting is.
Whereas most text messages between friends run the risk of interrupting or bothering, customer service systems that utilize mobile messaging services will most likely capture the attention of experienced mobile users, who might be able to solve with a few texts what would take longer over the phone.
Not only are people consistently on their phones—nearly three fourths also use them to look for companies, according to Loyalty360, as reported in Business2Community.
An answering service doesn't have to be anchored to one format: It can make use of multiple platforms to provide the best service. But text messaging services open up possibilities to make interactions painless and take care of problems quickly.