I had a great experience with SMS as customer service. I bought some pens from OfficeDepot and they didn't ship. Texted their support SMS number with my problem

I had a great experience with SMS as customer service. I bought some pens from OfficeDepot and they didn't ship. Texted their support SMS number with my problem and upon request of my order number, I just took a picture of the order email receipt on my computer monitor. I half-expected MMS not to work with their service, but it was fine. They found the problem in a few minutes and I got a shipping confirmation. This was a huge time saver from my perspective. No reading of order numbers, no waiting on hold, no confirmation of order details. The real value in my situation was the delivery of my full context to the appropriate service that could help me. I think WeChat is riding this exact wave.