The millennial generation born between 1980 and 2000, is a group that makes up almost 35% of the world’s population. This generation generates over 60% of the SMS traffic and the Baby Boomers and Generation X are following suit. Over 90% of them have cell phones and personal computers. They believe in instant communication as a way of life and expect that technology will facilitate it.
Mobile devices have become an integral part of life and companies need to have a mobile communication strategy to be able to please customers. Texting is a prominent piece of mobile usage and the ability to have two way conversations using mobile texting is increasingly becoming a requirement for contact centers. To embrace the next generation customer expectations, this technology needs to be included in the design of any customer communication strategy.