If your company is gearing up to offer customer service via text, that’s great! Your customers are going to love the convenience. Texting is their go-to channel for personal communication, and they’re eager to use it to contact companies when they have questions or need help.

But as you plan your rollout of texting for customer service, beware of a common trap. Don’t anticipate that your younger customers will love texting you and your older customers won’t. While texting behaviors do differ a little by the age of the person holding the smartphone, customers of all ages will use text for customer service if you make the channel easy to use. If you assume your older customers aren’t into texting, you’re mistaken.

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