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Change the customer service game with text messaging

Text messaging is changing the customer service game.

"Out of the world's estimated 7 billion people, 6 billion have access to mobile phones. Far fewer — only 4.5 billion people — have access to working toilets."

That powerful statistic from a U.N. World Water Day article on time.com not only opened our eyes to a shocking crisis in global sanitation, but also drew a sobering comparison to just how pervasive technology has become.

Sanitation editorials aside, this statistic gives those of us in customer service a tremendous opportunity. The tech giants of the world are doing their best to get everyone connected; so how can you piggy-back on this to offer the best service to your customers? Text messaging! Perhaps your audience has only basic mobile service or maybe your customers are already connected and using a smartphone on a daily basis — but either way, there are plenty of advantages to adding text messaging to your repertoire of customer service tools.

Back in 2010, a report commissioned by SinglePoint found that more than 90% of incoming text messages are read within the first 3 minutes — not just opened, but actually read. Emails, on the other hand, have an increasingly hard time (as shown in a email marketing benchmark done by MailChimp). Across all industries and company sizes, emails are not even opened 30% of the time.

With Desk.com, it's easier than ever to tap into the text messaging channel and give your customers the benefit of an easy and fast way to communicate. Have a look at some of our partners who enable you to add text messaging to your favorite customer service and support solution. Integrate this feature natively into Desk.com.

Caller Zen helps your customer support team manage inbound phone calls and SMS text messages. When your team creates a Caller Zen account, you receive a custom phone number. This number can be called, texted, and/or incorporated into an existing phone tree.

Learn more about Caller Zen

OneReach is a text-enabled phone system for Desk.com that allows you to make and receive calls or texts and connect them to the case that your customer is calling about.

Learn more about OneReach

Teckst brings the most preferred method of communication on Earth to your customer care team. It is the easiest way for companies and customers to communicate via text message. Seamless integration with Desk.com opens up a new channel of communicating from within your Desk.com Universal Inbox.

Learn more about Teckst

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