Does your company currently employ text messaging services to communicate with customers and keep conversations going? If so, it's probably clear enough that speedy reactions should be the goal, and hopefully, the norm.
But there are other reasons to keep a steady stream of interactions flowing between your business and the populace you serve. Aside from simply signifying good manners, this practice might also lead the person on the other end to trust your representatives more, and thus, your company.
A Brigham Young University study looked at the way being deceitful with someone else affects long-range communication abilities. The study required participants to text false statements to an automated system, and the texts on average took longer than the normal messages to compose and send.
While the research also affirmed that humans aren't very good at finding out if someone is lying—in general or in text—the amount of time one takes could be a trigger, especially in a world where instant communication is expected.
Eventually, head researcher Tom Meservy said, the goal is to create programs to help customers identify lies when they see them.
"The potential is that chat-based systems could be created to track deception in real-time," he said in a statement.
An online customer services team or mobile center should keep these findings in mind, because it's never entirely clear what the recipient of a call will think when all you see are words on a screen. Highly trained professionals in this area will know how to use time wisely and identify the best ways to keep customers engaged.