Question for you: do you favor a less personal connection with the support reps you need to interact with in our modern life, or a more personal, face-to-face experience?
A 2014 study showed consumers favor the less personal, compressed experience of Texting/messaging versus voice or video support. Source.
Spending Too Long On Hold – Spending time on hold is a major source of frustration for consumers. 38 percent of respondents have spent 10-30 minutes on the phone with a customer support representative, while over half (56 percent) actually said that they’ve waited an hour or more to have their problem solved.
The company that commissioned the study makes SMS messaging platforms. It was acquired by Salesforce in Sept. 2016
http://www.heywire.com/
Sometimes you might be in the mood to chat with a live person, with all the empathetic channels of voice in force, and other times you may prefer the single-channel avenue of ascii text. Let the customer decide which channel they prefer!