SMS customer service wins on structure, not on hype, and the structure is why it keeps taking volume from the phone queue and the shared mailbox. Americans exchanged nearly 2.2 trillion SMS and MMS messages in 2024, according to CTIA’s 2025 Annual Survey, so the channel is already where customers are. Salesforce Research reports that […] The post Why SMS Customer Service Outperforms Phone and Email appeared first on SendHub .
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