Having multiple types of answering service capabilities at the ready seems essential for companies to ensure they reach the most customers and callers possible. However, maintaining several different channels may have benefits on an individual level, as the majority of customers are engaged and connected to each other through more than one form of communication, whether it's phone, email or text messaging services. Keeping a "Swiss Army" approach to customer interactions won't just bring new customers in: it'll allow for better responses from the ones you currently have.
A new report affirms that more than 70 percent of consumers in the United States are regularly using more than one type of service to communicate, with the same amount of people indicating a "dependency" on traditional, individual texting capabilities. Additionally, the report also noticed a jump in the number of people using Multimedia Messaging Services, also known as MMS, especially among friends.
It's an important thing to consider as other popular media platforms and companies seem to be expanding the ways in which they can be used. The popular video chat service Skype, for example, recently announced a function where users can leave video messages for other parties. Though it is unclear exactly whether customers will embrace this approach as they have other forms of messaging, it should make companies evaluate what their audience's habits are and how best to draw from them naturally.
Ultimately, text messaging services and other facets of communication can work together with different support structures to maximize efficiency and best track customer satisfaction.