Over the past ten years, SMS has moved from being a mere curiosity in users hands to an extension of the arm, as a communication channel adopted by almost every consumer of all age groups.
Everything from booking a holiday and making a table reservation right through to paying bills and ordering a taxi, all these services are often just a-click-of-a-button away and have led to an increased demand in expectation and immediacy when it comes to customer service and support.
With estimates that by 2020, customer experience will overtake price and product as a key brand leader (Customer 2020 Report) it is becoming increasingly more important for brands and businesses to adapt to social change and the needs of the customer.
The text message’s power to send concise, versatile and fast SMS brings great opportunities to reach out and achieve a more personal line of experience with the consumer.
Emails, phone-calls and letters are all costly in time and money, which can often bring undesired frustrations for the customer and company. What do you do about reduced open rates, lost post, noisy environments and bad connections?