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