Consumers Like Using Text Messages to Solve Customer Service Issues
A new study shows that three-quarters of consumers said they would rather text with a customer support agent than correspond with them through social media.The majority of U.S. consumers would be likely to text with a live customer support agent, and the same percentage would prefer texting instead of their current method of reaching customer support, according to a customer support preference study by HeyWire Business, a mobile messaging service. The survey results indicated there is strong interest by consumers in texting to address customer service issues and illustrates the emerging opportunity for businesses to increase customer satisfaction using text. Over half of respondents (52 percent) said they would be likely to text with a customer support agent. Similarly, 52 percent would prefer texting customer support more than their current preferred method of communication. Around a third (31 percent) of respondents said it was important for texting to be an available support option, and 47 percent said that texting could improve their overall satisfaction with customer support.
"In today's world, consumers increasingly prefer texting in both their personal and business lives, and they are clearly seeking text conversations as a fast, efficient customer support option," Meredith Flynn-Ripley, founder and CEO of HeyWire Business, said in a statement. "The research highlights what many of us feel today—no one has time to wait. Customers are expecting real-time responsiveness to their support issues and want solutions that provide immediate answers."