August 15, 2011
Considering that current forecasts estimate that as many as 8 trillion text messages will be sent in 2011, and that people are increasingly turning away from landlines in preference to mobile communication, SMS is becoming an increasingly important part of a business’ communication strategies. And this is especially relevant when it comes to customer service.
As businesses move to incorporate SMS into customer service and CRM, they face several challenges, among them the fact that customers often have separate numbers for voice and text and that messages sent from devices or SMS apps outside of the company’s CRM system are tricky to manage and record for quality.
