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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 Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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