It’s not surprising that many employees are using text to communicate with customers. Workers, like the customers they serve, have become accustomed to messaging’s intuitive structure and fast interactions.
Like customers, employees are often on the go, but always have access to their smartphones, and texting is the most widely and frequently used smartphone feature, according to a Pew Research report.
Texting the simplest, most natural way of communicating. But for businesses, it isn’t necessarily the best way. Customer threads can get lost amid a multitude of personal texts. Your employees may not be delivering messages with the right tone or the right message for maximum effectiveness. Personal texts look unprofessional, and they expose employees’ personal phone numbers to customers.