Texting Customer Service Best Practices

person texting on their phone



Security experts assert that standard text messaging offers little privacy to users but is easy to use and growing in popularity. Because text messages are common and frequent, people seldom consider their security. Keeping our practices of secure texting customer service directly affects our customer experience.

When it comes to text messages, people who shouldn’t see your texts can intercept and access them. This means you shouldn’t send private information by text unless it undergoes some sort of encryption.

Here are some SMS texting customer service best practices that will help you in your daily life and business.

Passwords and Security Codes

Sending passwords and security codes by text message exposes you to people and organizations interested in logging into your accounts. They seek information to exploit and steal. That’s why passwords and security codes are critical in secure texting customer service.

Personal Health Information

It is illegal and unethical to send personal health information via text. HIPAA covers this. Violators face fines and negative publicity over not keeping PHI private. If sent by text, the sender stands in violation of HIPAA regulations. The solution is to use secure text messaging whenever personal health information is shared.

Financial Data

Another concern is financial information. Most people desire to keep their finances secret. Many people keep financial details from their family members. Yet they may not think twice about sending a text containing sensitive information to a trusted financial advisor. Unfortunately, this information then becomes subject to intercept and capture. Keeping this information secure is that added customer experience we strive to provide.

Everything Else You Want to Keep Private

You’re now thinking of other information you want to keep away from hackers and criminals. But when you send this via text, it’s available for snoopers to grab and exploit.

If these items concern you, you have two options. One, don’t send them via text. Two, use secure text messaging.

Endicott texting customer service uses a secure messaging service that allows us to send sensitive information by text to their clients. It’s safe, it’s protected, and it’s secure. Secure text messaging is essential if you’re in the healthcare or financial sectors. And even if you’re not in these critical areas, it may be a good idea to use secure messaging. After all, you want to keep your private information private. And secure texting customer service can help.

Get Secure Texting Customer Service From Endicott 

Learn more about our full array of call center and answering services to match your business needs. Endicott can increase your call center performance and efficiency, lower operational costs, and create new sales opportunities for your business. We are ready to support your customer support outsourcing and be an extension of your brand! Request your quote today!