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 “it would be nice…” into production products & processes that save every iOS engineer time. From investing in CI architecture, build tools, and internal documentation, we’ll cover all the ways you can help empower your team to be productive, and turn complaints into quality-of-life improvements on a daily basis.  1. Private
While social media is a great channel, it is essentially publicly broadcasting a customer’s question or issue, which they may not want to do (and often you don’t either). Text messaging provides a secure, private means for customers to communicate directly with a business to get answers.
2. Communicate “in the moment”
The busy mobile lifestyle of today’s consumers means they do not have time to sit on voice queues, wait for an email response or be tied to a computer to make sure a web chat session does not time out. Text messaging is asynchronous so consumers can engage and respond to support agents when it suits them or when they are in ‘the moment’ in response to seeing an ad on TV, an offer in a store or at some other point in their day.
3. Two-way conversations
Text messaging provides a channel for customer-initiated, ‘inbound’ conversations. This is actual dialogue that goes beyond the current view of SMS as a platform for simple blast notifications or marketing messages. |
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