25-02-2015
Should brands use text messages for transactional communication with customers?
Author: Alexa Mills
It was Friday night and I was at home just about to pour myself a much deserved glass of wine. Dinner was simmering away and I could finally switch off for the weekend. Suddenly I received a text from my energy company asking for me to call them regarding an outstanding bill. It was the third time they had texted me that week. In my view, there are a few critical customer communication issues here.