The “Everything- You-Need-to-Know” Guide to Launching Text Message Customer Service

If you're considering launching text message customer service, you're probably asking questions such as:

  • How much text message volume can I expect?
  • What's a reasonable average handle time?
  • How do I measure success and plan for ongoing program improvements?
Based on HGS's experience with launching text programs for our clients, we want to share our learnings and help make your program launch a success.

According to Harris Poll, 64% of consumers with texting capabilities would prefer to use texting over voice.

Texting is a powerful channel to use to conduct surveys, with industry research citing a 98% open rate and a 45% response rate.

BOTS are a great way to deploy automation in Text Customer Service and receive a huge cost savings for your easy contact drivers.