By Kyle Kelly-Yahner on August 13, 2014` A survey by Harris Poll on behalf of OneReach found that customers prefer contacting customer service via text message over calling or using a computer due to the ease and immediacy it offers. The two common problems customers face are waiting for support and being tied to their computer while receiving help. Over half of those surveyed said they would prefer texting for help, with 64% citing the desire for a mobile and immediate solution. This shift in preference can benefit businesses by reducing phone-based support line costs, which can be up to 25% less expensive per interaction. OneReach provides a simple way for companies to build and manage their own customer-facing solutions using a visual design tool, without requiring any coding knowledge.