eBook

The “everything-you-need-to-know” guide to launching text message customer service

If you’re considering launching text message customer service, you’re probably asking questions, such as:

How much text message volume can I expect?
What’s a reasonable average handle time?
How do I measure success and plan for ongoing program improvements?

Based on HGS’s experience with launching text programs for our clients, we want to share our learnings and help make your program launch a success.

In this eBook

Texting is a powerful channel to use to conduct surveys, with industry research citing a 98% open rate and a 45% response rate.
Bots are a great way to deploy automation in text customer service and receive a huge cost savings for your easy contact drivers.

According to Harris Poll, 64% of consumers with texting capabilities would prefer to use texting over voice.

Form anchor in text block below

Download now

Complete the form below to download the eBook.

Awards and recognitions

HGS has received ample recognition and ratings for the transformational self-service experiences we’ve offered our 200+ clients across 10 industries.

Our technology partners

About Hinduja Global Solutions (HGS)

A global leader in business process management (BPM) and optimizing the customer experience lifecycle, HGS is helping make its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital transformation with deep domain expertise focusing on back office processing, contact centres, traditional and digital customer care, and HRO solutions to deliver transformational impact to clients. Part of the multi-billion-dollar conglomerate Hinduja Group, HGS takes a true “globally local” approach, with over 41,110 employees across 59 delivery centres in seven countries.