With a diverse menu of customer support options available, companies can feel secure in the fact that they will have some way to reach almost everyone. If texting is the wrong option for a particular person for whatever reason, an alternate approach that makes more sense might be suggested.
An article in the Daily Mail cited a study from Washington Lee University that examined the ways that college students used their phones and the psychological issues that came with them. The information found that excessive texting led to poor sleep and relationship problems.
This might present a problem to answering services that need to be open and friendly. Even though no one wants a call to last forever, it can be difficult to tell when a customer's needs should be satisfied and what might be keeping them on the line too long. That might be the time to switch to another channel and continue the conversation in a more productive arena.
Though this is something many people might feel intuitively or know intellectually, recognizing it when you see it is another matter. Training and employing professionals in different means of responding can include both text messaging services and other numerous kinds of ways to respond.
You want the best answering service possible working for you, and that can include the wide-ranging skill set that others might not be able to guarantee. Having these different options, from phone to text to internet, can help lead to better understanding and a gradual discovery of the things that work best.