One advantage text messaging services hold over other categories is their ability to instantly enter into a user's life, rather than force him or her to wait on hold or jump through other all-too-familiar hoops. Businesses have numerous ways to find success with these kinds of strategies, and the rapidly updating nature of technology offers another possible plan: using the multiple capabilities of a customer's phone to help resolve problems.
A recent piece on the technology site VentureBeat suggests some examples of how this could be accomplished, especially with the use of a company-specific application. Customers could take photos or screenshots of their own particular experiences and then send them to a representative in order to get more specific information (or perhaps to mobile messaging services via a text message attachment).
Another possibility the article brings to mind is the use of live chat functions on a particular device to cut down on the distance between two parties and lead to a more naturalistic conversation. And one benefit that both businesses and the app creators themselves might notice is a lower expense without sacrificing the number of subscribers a cell phone alert service might have.
Though these kinds of systems might not be available or feasible at the moment, establishing text messaging services can be a solid first step to brand coherence in this field. Companies looking to make progress in this area can perhaps take on the services of a more experienced provider of customer service options to best ensure their capabilities are responsive to customer needs and make the best use of their resources.