It was recently announced that the text CS service of Cellular South would be made available to all Advance Pay and unlocked smartphone subscribers. Through this service it would become possible for customers of Cellular South to ask any questions to representatives through text messages. Suchquestions would then be answered by the representatives, again through text. Says a representative of Cellular South, “We make it a point to answer any queries a customer might have via text within 5 minutes of receiving it. Should the answer be such that it cannot fit into the 160 character limit of an SMS, we immediately call up the customer to provide a solution to his problem. We might even decide to move the customer to another resource we feel would be able to better serve him. Our text services are available five days a week from Monday till Friday during work hours. This text representative- customer service is really an extension to our previous groundbreaking online Discover Stores through which users could gain access to various knowledge bases and fast customer assistance. We are also planning on introducing a ‘Do not text and drive’ message in all our communications to spread awareness about the dangers of texting and driving.”
In the past, such text based services of asking various questions to representatives was only available to HTC users that had the HTC Unlocked Hero. Although such a service has still not been implemented by Cellular South on Blackberry’s, you can expect in near future a similar mechanism. Considering the fact that text messaging has now become the way of life for most users all over the world, it is not at all surprising to find that some carriers are extending such services to even their representatives to aid users. In fact, through such text messaging, it is much easier to get a point across and to answer customers directly.