UK ISP Fast.co.uk has introduced a free SMS service, which allows the ISP to quickly send customers automatic detailed progress reports for new connections, and to supply updates on connection faults in real time:
Customers can even reply to the text message to answer a question, or request a further update with the reply being automatically added to the customers account, to ensure a speedy response back. Our systems monitor the delivery of every message we send to ensure it's correctly delivered to the customer’s mobile phone.
Fast.co.uk commented:"We have been running a trial of the SMS service for a month with customers who raise faults, and the response has been very positive, with updates via SMS being preferred. Customers really like being able to respond quickly back, even with a simple "yes" or "thank you" to our updates, which has meant faults can be progressed a lot quicker.
We are committed to finding new ways to improve the level of service we offer, and making communication with our customers easier."