A growing majority of customers (73%) have told us that if all factors were equal they would prefer to use self-service channels over traditional voice contact to resolve an issue. SMS customer service is seen by many as the more convenient option. When done right, it combines the ease, speed and flexibility of a self-service platform with the personal touch and effectiveness of your contact center. Don’t miss out on this opportunity to connect with more customers on their own terms and earn greater loyalty in return!
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