Taking Customer Service Mobile: OneReach’s Survey Shows Customers Prefer SMS


We’re in the age of on-demand. Everything from hailing a cab, to booking a hotel, and making restaurant reservations is a click of a button away. Customers expect the same level of ease and immediacy when it comes to customer service, but often have to jump through hoops just to get help. In a survey conducted by Harris Poll on behalf of OneReach, a cloud based communications platform, customers made it clear that they’d rather text for help than call.

Of the 2,000 people surveyed, over half said that they would rather have the freedom of contacting customer service via text rather than over the phone or computer. The two common problems customers face is waiting for a support agent, or being tied to their computer while receiving support help. For a mobile and immediate solution, 64% of people surveyed say they’d prefer text.

View OneReach’s infographic here

onereachactivitiesonereachfindingsAdding a text-based channel of support not only helps customers get service faster, it helps businesses cut down on the cost of phone based support lines. “Imagine the cost savings for a company if they could convert almost half of their voice interactions to text, which costs about 25 percent less per interaction,” said Rich Weborg, CEO of OneReach.

Using OneReach, companies can transform ordinary toll free phone numbers into Twilio SMS enabled numbers without having to write a single line of code. OneReach gives companies the ability to build and manage their own customer-facing solutions using a visual design tool.

“If you want to attract and retain customers, you need to provide and excellent customer experience. Part of delivering that experience is enabling your customers to connect with you using their preferred communication method,” said Lynda Smith, Chief Marketing Officer, Twilio.  “We’re pleased to be the platform that enables businesses to build the exact communication solutions they need. And we’re pleased to partner with OneReach to offer a complete solution for organizations that don’t want to write a single line of code.”

 Learn about how you can use Twilio Toll Free SMS for customer support here.  Check out  OneReach’s recent survey here.