Online customer services not only allow consumers to respond at their own pace, but also through the device of their choosing, and this particular advantage may be becoming more relevant with mobile use expanding.
Even more important are the means to which customers can conduct interactions while carrying on with their daily habits—even while watching TV. This gives companies more connection with their clients, as it means the consumer is willing to be available. And if they are, then why shouldn't your email or text messaging services be as well?
A Nielsen report recently revealed that more than 40 percent of smartphone and tablet users check their devices while watching television. The report specified the particular reasons they do this, too: sometimes it's to interact with the programming being watched through some sort of online function, and sometimes it's to research details pertaining to a show, including plot information or details about the actors onscreen.
But most respondents claimed they were using their "second screens" simply to look for information on the internet. More than 75 percent of tablet users affirmed that this was their preference, far higher than the number of smartphone users.
In both cases, text messaging services can function as a way to stay in touch. Customers can provide information in a setting that is relaxed to them, and this could lead to a more productive call or message exchange in general. Choosing an answering service that is skilled in these areas can ensure interactions are handled professionally and help customers get the most out of their discussion.