Customers today expect fast, simple, and personal support. They don’t want to be left on seen, dig through cluttered inboxes, or repeat the same issue to five different agents. And yet, many businesses still rely on incompetent channels that frustrate customers and drain team productivity. That’s where SMS ticketing software makes a difference, only for the better.
Now let’s cut to the chase.
Say your bank, for example, Bank of America, sends you an SMS regarding a suspicious activity. You reply to the message, and a service “ticket” is instantly created without ever making a call or visiting a branch. It’s like raising an issue at the counter, but through text.
The same applies within a company. When the Wi-Fi goes down, you text the IT team, just like how you would report a stuck elevator. IT logs the issue using SMS‑based support software, keeping you updated on progress, and closes the loop once the issue is resolved.
This usability is what puts SMS ticketing for customer service in a league of its own. But here’s the catch: not all SMS ticketing systems are created equal. Many solutions fall short in automation, personalization, and usability. Let’s look at the common pitfalls in SMS-based support and how TXTImpact’s text message ticketing platform is built to solve them.
