# SMS Support Text-based customer support services prioritize convenience and quick communication. By [Mishal Omar](https://www.trendhunter.com/MishalO) | Published Jun 20, 2022 | Category: [Business](https://www.trendhunter.com/pro/category/business-trends) Source: Trend Hunter, https://www.trendhunter.com/protrends/sms-support ## Key Figures - Trend score: 2.8/10 - Evidence articles: 5 ## 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. ## 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. ## At a Glance - Evidence: 5 featured examples - Articles from: Aug 18, 2021 to Jun 20, 2022 - Published: Jun 20, 2022 - Patterns: [Redirection](https://www.trendhunter.com/pattern/redirection) - Megatrends: [Simplicity](https://www.trendhunter.com/megatrend/simplicity), [Experience](https://www.trendhunter.com/megatrend/experience) ## Audience - Gender: 50% men, 50% women - Primary generations: Millennial, Gen X - Top markets: North America, South America, Europe, Asia ## Themes within the SMS Support trend ### 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. ### 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. ### 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. ## What the SMS Support trend means for industry ### For 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 for SMS Support Trend score 2.8 out of 10, from popularity 49%, activity 23%, freshness 12%. - Popularity: 49% - Activity: 23% - Freshness: 12% ## Examples of the SMS Support trend 5 featured examples from Aug 18, 2021 to Jun 20, 2022. - [Omnichannel Customer Support Services](https://www.trendhunter.com/trends/thryv): Thryv Offers CX and Growth Solutions to Small Businesses (Category: Tech) Implication: Thryv offers an all-in-one management solution for small businesses. - [Centralized Customer Support Platforms](https://www.trendhunter.com/trends/gorgias): Gorgias Launched a New Social Media Integration Service (Category: Business) Implication: 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… - [SMS-Based Lead Generation Tools](https://www.trendhunter.com/trends/callconnect): Verse.io's New CallConnect Tool Aims Streamline Customer Support (Category: Business) Implication: The software and technology industry can leverage SMS-based lead generation tools and AI-powered customer engagement to offer innovative solutions to businesses. - [Convenient Repair Services](https://www.trendhunter.com/trends/samsung-canada-1): Samsung Canada Has Launched Its 'Your Service' Portal for Galaxy Users (Category: Business) Implication: 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… - [24-Hour Wedding Customer Support](https://www.trendhunter.com/trends/davids-bridal): David's Bridal Offers 24/7 Support to Future Brides and Grooms (Category: Business) Implication: 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… ## Recent trend clusters - [Category Mashups](https://www.trendhunter.com/protrends/category-mashups) (Business) - [Festive Fusions](https://www.trendhunter.com/protrends/festive-fusions) (Lifestyle) - [Engineered Layers](https://www.trendhunter.com/protrends/engineered-layers) (Fashion) - [Embedded Intelligence](https://www.trendhunter.com/protrends/embedded-intelligence) (Tech) ## Trending in Business - [Performance-Based Creator Ads](https://www.trendhunter.com/trends/creator-ad-platforms) - [Repairable Hardshell Jackets](https://www.trendhunter.com/trends/sperro-sv) - [Natural Deodorant Expansions](https://www.trendhunter.com/trends/target-beauty-studios) - [Mini Beauty Stores](https://www.trendhunter.com/trends/little-luxuries-store) All articles: [Business](https://www.trendhunter.com/business)