When reading through this article, it goes into the details of using Text Messaging for customer service. There are both advantages and disadvantages to this. To start off with, a huge advantage is the fact that 75% of Americans text message today. So it is a great way for companies to contact their customers. But there are downfalls to it. For example, right now text message customer service is almost always run by a computer animated system, instead of a human. This allows for room of frustration on the customers part. This article set a nice set of guidelines for SMS customer service. Those are that the companies must always ask permission, texting must be a two-way personal conversation, and they must provide an easy opt-out.
Do you agree with this guidelines? Do you think companies should use customer service through SMS? Would you be bothered by it?
http://www.forbes.com/sites/onmarketing/2013/05/02/the-risk-of-using-sms-for-customer-service/
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