No company can afford to ignore the customer in today's world. Increased competition demands organizations to maintain a relationship with the customer through multiple service channels - both using offline channels and electronic channels.

Today with a huge percentage of the population carrying mobile phones, mobile channel is the best medium to engage the customer and in the process improve the customer stickiness.

SMS is gaining the acceptability as the preferred mode of customer service because it has two-way capabilities; it is fast and cheap and is less time-consuming for the service staff.

SMS offers the following advantages as a channel of customer service:-

Automatic pushing of relevant and/or critical information to the customer based on configurable business rules

Customers can log in their complaints/queries by messaging at a short-code or long-code, upon which they receive an automated reply or a phone call

Customers can book the orders and track the delivery of orders using Pull based services

Customers can be sent birthday greetings etc. and informed about new schemes, discounts and service renewal