A small but growing number of companies are encouraging customers to pick up their phones the next time they need assistance. But to send an SMS text, not to make a phone call.

As detailed by Bloomberg’s Justin Bachman, despite its ubiquity, SMS text messaging — “arguably the world’s most favored form of communication” — has largely been ignored as a customer service channel by businesses, particularly large corporations. Instead, SMS has historically been used as a one-way channel to deliver notifications and marketing communications to customers. 

But that is changing.

Case in point: while airlines have long used SMS to deliver information such as flight status updates to their customers, two airlines, Hawaiian and JetBlue, are or will be experimenting with SMS-based customer service.  

Hawaiian Airlines began testing SMS-based customer service in April and recently decided to make the channel permanent. Currently, it handles about 200 texts a day, a tiny number

Article source: https://www.econsultancy.com/blog/69328-should-companies-embrace-sms-texting-for-customer-service

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