Jeff Langmaid argues text messages should close transactions, not start conversations. When customers call after hours, agents should resolve the issue on the call, then text a summary of next steps. This gives customers immediate confirmation of what was decided.
Ultimately, the question was around what about using text for an inbound call after hours? I'm a massive text fan, especially for timeliness. I always think text equals transaction. You know, email is relational, as I like to say, text is transactional. So a text, if somebody's calling after hours, a text to let them know, and potentially I, I'll go one step farther. I would say the best text would be the agent answers the call, takes care of the issue, and then the text follows up reiterating the next step that was said on the call. Imagine if you had that happen. You'd be like, this is the best place ever. Like, I know exactly what's going on. They handled my stuff immediately, and I know what's happening next.
