--- title: "Reach Out and Text Someone: How Auto SMS is Changing the Future of Customer Service" description: With more and more people starting to lean towards texting, automated SMS is affordable and now the go-to tool to reach out and text your customers. image: https://blog.trumpia.com/hubfs/Imported_Blog_Media/consumers-loves-text.jpg --- Call or Text\* 1-888-707-3030 - Hours - 6 AM - 6 PM Pacific (Weekdays) 8 AM - 4 PM Pacific (Weekends) - [Login](https://www.trumpia.com/login) [![Trum·pia Blog](https://blog.trumpia.com/hs-fs/hubfs/trumpia_bloglogo%20(2).png?width=143&name=trumpia_bloglogo%20(2).png "Trum·pia Blog")](https://blog.trumpia.com/) - [Home](https://www.trumpia.com/) - [Products](https://www.trumpia.com/product/core-features) - [API](https://www.trumpia.com/api/overview) - [Solutions](https://www.trumpia.com/solutions/use-cases) - [Pricing](https://www.trumpia.com/pricing-plans) - [Professional Services](https://www.trumpia.com/professional-services/onboarding-and-training) - [Resources](https://www.trumpia.com/resources) [Contact Us](https://www.trumpia.com/contact-us) - [Home](https://www.trumpia.com/) - [Products](https://www.trumpia.com/product/core-features) - [API](https://www.trumpia.com/api/overview) - [Solutions](https://www.trumpia.com/solutions/use-cases) - [Pricing](https://www.trumpia.com/pricing-plans) - [Professional Services](https://www.trumpia.com/professional-services/onboarding-and-training) - [Resources](https://www.trumpia.com/resources) - [Contact Us](https://www.trumpia.com/contact-us) - [Free Trial](https://www.trumpia.com/free-trial) - Call or Text\* - 1-888-707-3030 - 6 AM - 6 PM Pacific (Weekdays) 8 AM - 4 PM Pacific (Weekend) # Trum·pia Blog ### A Journey to Intelligent Messaging Get the Latest News & Updates # Reach Out and Text Someone: How Auto SMS is Changing the Future of Customer Service Posted by [Sophorn Chhay](https://blog.trumpia.com/author/sophorn) on Mar 03, 2016 - [Tweet](https://twitter.com/share) [One recent survey found](https://www.eweek.com/networking/consumers-like-using-text-messages-to-solve-customer-service-issues/) that 52 percent of respondents preferred receiving an [auto response text from customer support](https://www.trumpia.com/industry_solutions/automated-text-messaging-for-customer-service) over a phone call or email. Buyers are done being taken for granted and they want to be heard. Technology is changing the way we do business, with SMS in particular doing a jaw-dropping job shaking up the global marketing landscape. We the people want to text, and we want the companies we engage with to text us too. **Are you getting the message?** ## **Why Consumers Are Loving Text Auto Response** ![Auto SMS is the Future of Customer Service](https://blog.trumpia.com/hs-fs/hubfs/Imported_Blog_Media/consumers-loves-text.jpg?width=800&name=consumers-loves-text.jpg "Auto SMS is the Future of Customer Service") Being on the waiting end of [customer support](https://blog.trumpia.com/blog/sms-text-services) can be ridiculously frustrating. As a consumer you dial with dread, wondering if you're going to have to fight for your refund or fumble for a long lost scrap of paper so you can relay a lengthy confirmation number in hopes of getting an update on your account status or package delivery. Some companies have clients who know their hold music by heart, and that's not a tune anyone is interested in memorizing. The foundation of customer service should be convenience, and somewhere along the way that's been lost. Auto-response text is bringing that convenience back to the forefront, and consumers are clearly thrilled: 64 percent of consumers responding to the [Harris Poll](https://onereach.ai/) said that they have a positive perception of business using text as a service channel. ## **3 Reasons Your Business Should Jump on Board** Your company needs to adopt auto text messaging. Here's why: ![Auto Text Messaging For Your Company](https://blog.trumpia.com/hs-fs/hubfs/Imported_Blog_Media/sms-auto-response.jpg?width=800&name=sms-auto-response.jpg "Auto Text Messaging For Your Company") - **It's Affordable.** – Having a live customer service agent costs money – about $12 per call to be exact. That can add up very quickly, and it's not even money well spent if those customer service agents aren't properly trained or the message conveyed not on brand. Then there's auto-response, which costs just pennies per text. Which is kinder to your bottom line? - **It Increases Customer Satisfaction.** When rating customer service contact methods according to their rate of satisfaction, consumers overwhelming chose text. While only 66 percent of consumers were satisfied with Facebook and 77 percent satisfied with contact over the phone, an impressive 90 percent of consumers found their text conversations with a customer support agent to be satisfactory. Those numbers don't lie. - **It's How Customers Want to Engage with Businesses.** The same survey referenced early also found that 79 percent of consumers are frustrated with the customer service options currently available to them. It's not enough – they want the future, and the future is an intuitive auto texting platform that delivers timely, informative, and smartly branded messages to consumers via a user-friendly method that seamlessly fits into their lives. ## **How to Set Up Your Business Texting Platform** Texts are the most frequently used function on smartphones, and 97 percent of Americans surveyed use text at least once every day. Clearly text is here to stay, not just for personal use but for professional use as well – as long as you don't get the two confused. Effectively incorporating auto text into your marketing plan requires a commercial provider that offers both SMS automation and [landline texting](https://www.trumpia.com/industry_solutions/landline-texting-for-customer-service). - **SMS automation** allows businesses send messages triggered by the actions of a consumer or other pre-set triggers. SMS software can send a text confirming a consumer's purchase, updating the delivery time of a recent purchase, asking the consumer for more information (short codes make those responses easy for the software to read and catalogue), and so on. Having this process automated frees a live human being up to do other important jobs and gives the consumer up-the-minute updates – all without you doing a single thing. - **Landline texting** takes business texting out of your pocket and into the company's computer network. Whereas traditional texting requires a smartphone and limits communication to the one person holding that device, a business texting platform allows anyone with permission – and the username and password, of course – to send and receive texts, read through logged conversations, collect and use analytics, and so on. Consumers still get your texts on their phone with your cell number attached, but you and your colleagues receive business texts through your web browser, very similar to email. Trumpia's SMS software is the solution to the traditional customer service dilemma. 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