To me the key parts of that interaction are that he was immediately available to you and empowered to fix your problem. If phone support picked up on the first ring and did something more than try to deflect, it would be fine too.
Right! Is SMS communications with a business useful if its going into the same workflow as call center phone calls?
People aren't wanting for new communications methods. They want what they've always wanted: quick, useful support from someone empowered to provide that.
