A virtual customer service representative can manage all of your company’s responses and interactions with your customers across a variety of messaging platforms, including text messaging.
For example, perhaps your main office number is linked to Google Voice or software like Line2. If so, customers will most likely text your number, even you do not explicitly state on your website that your company’s main line accepts text messages.
Your virtual customer service rep can respond to all of these text messages on your behalf, initially with template responses you’ve trained them to use, and eventually with custom responses once they have learned what to do in most situations. Your customer service VA can also alert you or your lieutenants if a customer is seriously angry and an issue needs to be escalated.