Customer Support Needs a More Personal Touch

A recent article in MarketingLand (https://marketingland.com/customers-want-more-text-based-customer-support-options-from-brands-275739) discusses how customers react better to support interactions that are in real-time as opposed to having to wait for responses delayed by the email turn around. What do you think? Do you like getting the text messages from your healthcare provider, for example, to remind you about appointments?

We've got SMS texting available for you to deploy now to help your support people better engage with your customers. Would that make a difference in how you do business?