SMS is a new channel to many customer service teams. With this new channel comes new opportunities, new challenges, and of course, new metrics. The problem with switching to a channel as unique as text messaging is that when teams have been operating...

There are many ways to engage customers through text messaging campaigns. 

Opt-in text messaging mandatory. It is the only legal way for a company to text its audience. Here are some of the most important factors brands should consider before they text.

There are certain ways that your support team can interact with customers that work better than others. Whether they’re communicating with customers via text message, email or phone, support should be equipped with successful communication tactics to...

Think about your everyday life: In conversations (or at least the conversations we enjoy), we tend to switch between speaking and listening — that is, relaying information and taking in information. It’s this back and forth that distinguishes...

Businesses are more active than ever when it comes to messaging their customers. Once, it was a thank you letter to client for giving business that would help cement customer satisfaction,...

If you are looking to write something meaningful, which keyboard would you prefer to use: the one on your smartphone or the one on your computer? Most people would normally choose to write on the larger computer keyboard over the tiny smartphone one.

Text messaging has become the preferred method of communication for nearly everyone in the world. Texting has taken over not only personal conversations but also interactions with businesses.