Opinion: Retailers, don’t use text customers like a crazy ex-lover

I received a fantastic text message the other day. It was from my doctor. Telling me I had a skin cancer. (Don’t send flowers yet. Just a little early-stage spot that is common for pale skinned e-commerce nerds living in Queensland). The SMS was really handy. It had a link for more information about the condition and another link to immediately book in a follow-up appointment to have it removed. No hold music. No phone tag. Information at my fingertips. Actioned and ready to move on. This was