Trends Report

SMS: Customer Service's Ultimate Workhorse

SMS Delivers Substantial Customer Service Benefits, Including Agent Efficiency, Call Deflections, And Higher Customer Satisfaction

November 12th, 2020
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
Julie Ask, null
Julie Ask
With contributors:
Stephen Powers , Kate Leggett , Daniel Hong , Art Schoeller , Hailey Colin

Summary

Brands constantly add new devices, channels, and platforms to their portfolio of digital experiences to give consumers choice and improve overall experiences. SMS and third-party messaging platforms serve these goals well. The COVID-19 pandemic has elevated the urgency of both, giving consumers more channel choices and improving the efficiency or lowering the cost of customer service through contact centers. This report describes why and how enterprises should incorporate SMS into their customer service strategy.

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