By: Christy Green On: March 17, 2016 In: Contact Center Comments: 0

Just like 91% of Americans, I have my cell phone within arm’s reach at all times. (There’s no judgement here, I’m just stating a fact!). I also admit to personally contributing to the 23 billion text messages sent per day worldwide – that’s 16 million messages sent per minute!

According to a November 2014 Gallup survey, sending and receiving text messages is the most prevalent form of communication for Americans younger than 50. Based on my own personal survey, I’d say younger than 60.

With all that said, it’s time to consider text enabling your contact center. Here are 5 good reasons to do it now:

  1.  It’s easy – Your customers can text for support or receive a text from your company from anywhere. They don’t need an internet connection, and they don’t have to download another app (users are growing weary of needing apps for things they don’t use regularly and that eat up their phone’s memory). Plus, customers don’t even have to have a smartphone to receive texts!
  2. It’s what your customers want – Texting is less intrusive. We all know that everyone is on their phone regardless of where they are. For example, if you can get something else accomplished quickly and easily – confirm an appointment, or even schedule an appointment, get the answer to a simple question – while you’re waiting at a restaurant, isn’t that awesome? Enabling texting as a support channel is all about saving time and making life easier for your customers.
  3. Your loyal customer base of tomorrow will demand it – If you think the demand is high today, wait until millennials are the bulk of your customer base. This group makes up 35% of the world’s population. My personal millennials “hate talking to strangers on the phone”. Many millennials are phone averse because it hasn’t been their dominant form of communication. The need to text enable your contact center is only going to grow. Don’t let your company miss the opportunity to engage with millennials via their preferred channel.
  4. Texting allows your company to be proactive – If there’s repetitive information that needs to go a large number of customers, texting lets you accomplish that easily. Customers are happier and you’ve potentially saved your contact center a lot of stress.
  5. Rapid return on investment – Here’s the really good news: adding texting to your contact center is cost effective. You don’t have to have a short code (5 – 6 digit code for texting), which can be expensive. You can use a regular phone number or a toll free number, and it doesn’t have to be dedicated just for texting – allowing your company to use resources more efficiently. Texts can be routed to agents just like email or chats can, and the record of the interaction is stored in CRM just like all other interactions. According to Forrester, the cost of the average phone call was $6 – 20 per call in 2012, while the cost of an average text interaction can be a little as 25 cents.


Once SMS capabilities have been enabled for your contact center, we can also easily enable your sales and marketing teams, providing additional benefits for your customers and your company.

If you’d like to learn more about how SMS can enhance your contact center, please drop us a line. We can help!