ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

ICMI
Advertisement

#ICMIchat Recap: Can I Text Your Contact Center?

By Erica Marois | Date Published: June 18, 2015 - Last Updated August 22, 2018 | Comments

According to a 2014 poll conduced by Harris, 64% of customers would now prefer to text a company for service instead of call. In spite of this most companies still lag behind in offering transactional SMS support. This begs the question: can I text your call center?

This was a question we asked during #ICMIchat this week. If you're curious to learn how other centers are using SMS for customer support, check out the recap below.

Join us again next week (Tuesday, 1pm EST) for another chat about emerging channels and technologies.  Our topic: Is it ever okay to put service on autopilot? Jeremy Watkin of phone.com will host the hour.  Just follow and use #ICMIchat on Twitter to participate.

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
Topics:

More from Erica Marois

Subscribe now to ICMI Contact Center Insider!