"Please hold, the next available customer service agent is available in...SIXTY...FOUR...minutes." We've all feared calling customer service for this reason, and because waiting slows our day down. It's also no picnic for companies, as reps are often required to hit hourly or daily customer service goals. This leads to reps feeling pressured to come up with a quick fix, rather than the best fix.

Texting, though, provides so many options. How can companies leverage it to provide more effective, customer-friendly solutions?