Texting Becomes a Preferred Method of Customer Service
Nearly half (48 percent) of those surveyed said it would be convenient for them if companies offered a text-messaging option for customer service.A majority of U.S. adults say they are frustrated with being tied to a phone or computer to wait for customer service help, according to a report of 2,063 adults conducted by Harris Poll on behalf of OneReach. Among those with text-messaging capability, 64 percent say they would prefer to perform some kind of customer service activities with companies through text messaging as opposed to over the phone. The survey found younger consumers are most likely to embrace text messaging as a customer service option—more than three-quarters (76 percent) of adults age 18 to 34 with text capability say they would prefer to interact with companies through this channel, and younger adults age 18-34 are twice as likely as those 35 and over to stay loyal to a company that offers SMS customer service. "Most people already use texting in a business setting and may not realize it. For instance, we text with our banks, personal trainers and housekeepers, we text with airlines to confirm flights and we even text with Google to reset passwords," Rich Weborg, CEO of OneReach, told eWEEK. "Many times text is already so integrated, we don’t realize we are already doing it. With how busy we all are, getting some extra time back not waiting on hold or tied to a computer is very attractive."
The report also revealed that parents with children under age 18 in the household are also more likely to want to perform customer service activities through text messaging (61 percent) over those without children (43 percent).