The Risk of Using SMS for Customer Service

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/