By Gigi Peccolo
March 15, 2016 - Today’s customers want to engage with your business on more and more channels. In fact, a recent study by NICE Systems and BCG found that customers use an average of 5.6 channels to contact a company. And one of the channels they’re using is text messaging, a channel that’s been on the rise in recent years. A 2015 study from Pew Research found that despite the popularity of mobile apps, texting is the most-used app on smartphone.
Texting for Customer Service
When it comes to customer service, a 2014 Harris Poll Study found that 64% of customers would rather text than call for customer service. The aforementioned NICE study also found that texting is the highest-rated channel in terms of quality of experience, beating out other digital channels, as well as traditional service channels like voice and IVR.