Will this be the year in which retailers add SMS texting to their customer support channels? Plenty of consumers have discarded SMS in favor of WhatsApp. Thirty one percent of mobile phone owners prefer to text rather than talk. Texting bypasses the annoyance of wading through multiple menus and directives to enter account numbers or other personal information to route a call.

 To gather more information, follow the article link by Lydia Dishman, veteran business journalist.

http://www.forbes.com/sites/lydiadishman/2014/05/02/is-texting-the-next-solution-for-retailers-to-field-customer-complaints/