Texting has become as second nature an activity to humans as eating or sleeping. This is especially true when there are over 6 billion text messages sent per day in the U.S (Forrester) with 97% of Americans texting at least once per day (Pew Internet).

So definitely these are unbelievably enticing times for businesses and organizations to leverage the power and popularity of SMSes to collect customer feedback, enable a two-way communication channel and get customer issues addressed in the shortest possible time.

Another point to be noted is that when it comes to soliciting customer feedback, SMSes represent a compact and flexible means to go about the process. So, how can businesses leverage this customer feedback channel and listen to their customers effectively?