Category
Business
Category Mashups
Trend cluster
Category
SMS
Support
Text-based customer support services prioritize convenience and quick communication.
2.8
Trend score
Trend
What is the SMS Support trend?
SMS Support: Traditional forms of customer support like going in-store or calling in and being put on hold are slowly being pushed aside for more modern, convenient options. Now, SMS-based customer support programs offer quicker service that requires less patience from both parties.
Insight
The consumer insight behind the SMS Support trend
Traditional customer support programs tend to create friction between customers and representatives, with issues like long wait times having the potential to build frustration among customers. In order to prioritize convenience and reduce points of tension in the customer service journey, programs that use up-to-date technology and prioritize convenience and speedy responses will be increasingly necessary.
Trend themes
Themes within the SMS Support trend
Three behaviours holding the trend together01
SMS-Based Customer Support Programs
As traditional forms of customer support fade away, programs using up-to-date technology and prioritizing speedy response times will be increasingly necessary to reduce friction points and build positive customer experiences.
02
Omnichannel Customer Support Services
As consumers expect more streamlined, convenient customer support experiences, businesses that offer consolidated support across channels including email, website, SMS, and social media are poised for success.
03
AI-Enabled Conversational Texting
By leveraging AI and two-way texting to start authentic conversations with new prospects, businesses can drive conversationally qualified opportunities via inbound calls to their call centers and inside sales teams.
Industry implications
What the SMS Support trend means for industry
Where the trend changes the playbookFor
E-commerce
As more and more consumers shop online, businesses that offer SMS-based customer support programs and omnichannel customer support services have the potential to build positive customer experiences and drive sales.
For
Wedding and Special Occasion Retail
In a highly competitive market, businesses that offer 24/7 support and appointment booking and leverage AI-enabled conversational texting have the potential to build brand loyalty and drive customer referrals.
For
Small Business Management
By offering consolidated customer support across channels including email, website, SMS, and social media, businesses can reduce friction points and build positive customer experiences that lead to growth and increased online presence.
Workshop question
How could your brand reduce friction in the customer service journey?
Trend signals
Trend signals for SMS Support
Trend score 2.8 out of 10, from popularity 49%, activity 23%, freshness 12%.
Popularity49%
Activity23%
Freshness12%
Audience
50%Men
50%Women
- Gen Alpha (not a primary audience)
- Gen Z
- Millennial
- Gen X
- Boomer
Market
North America
Europe
Asia-Pacific
South America
Evidence
Examples of the SMS Support trend
5 featured examples from Aug 18, 2021 to Jun 20, 2022CategoryTech
Omnichannel Customer Support Services
Thryv Offers CX and Growth Solutions to Small Businesses
Thryv offers an all-in-one management solution for small businesses.
CategoryBusiness
Centralized Customer Support Platforms
Gorgias Launched a New Social Media Integration Service
As more companies begin to use customer support software, there is an opportunity for innovation in creating all-in-one solutions that integrate with different communication chann…
CategoryBusiness
SMS-Based Lead Generation Tools
Verse.io's New CallConnect Tool Aims Streamline Customer Support
The software and technology industry can leverage SMS-based lead generation tools and AI-powered customer engagement to offer innovative solutions to businesses.
CategoryBusiness
Convenient Repair Services
Samsung Canada Has Launched Its 'Your Service' Portal for Galaxy Users
Telecommunications companies can improve their customer service experiences and stand out in the highly competitive industry by offering innovative repair services like door-to-do…
CategoryBusiness
24-Hour Wedding Customer Support
David's Bridal Offers 24/7 Support to Future Brides and Grooms
Other companies in the wedding planning industry can offer 24/7 customer support through chat-bots and provide customers with the convenience of ordering products at any time of d…
