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#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 Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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