Why SMS is the future of customer support and how to get started
Your phone rings. It's a customer with a "quick question" about their account. Twenty-three minutes later, you're still on the call, having walked through three different systems, put them on hold twice, and transferred them once. Meanwhile, twelve other customers are waiting in your queue. Sound familiar? Here's the plot twist: that same customer would rather text you. In fact, 31% of consumers...












