Happy Friday! Here’s our picks for the best customer service, customer experience, bot and mobile articles of the week, in no particular order.

Combine AI and the Human Touch for Exceptional Customer Service– by Chris Lord

Customer service has evolved a lot in the past few decades. Support interactions used to be limited to just a phone call, but now customers can reach a company over email, social media and even text message. Self-service is an option to make customers’ lives easier, but it’s not a substitute for good customer service.

Automate or Humanize- by Judith Aquino 

As technology continues to advance, machines will be able to carry out a big number of tasks normally handled by humans. Businesses should really prioritize where robots are best used vs humans who have innovated solutions.

Why SMS is your most Powerful B2B Marketing Tool by Roxanne Abercrombie 

It’s really pretty simple, SMS is the easiest and quickest way to get your information in front of your consumer. If you’re not using text messaging in your business you might be missing one of the most valuable tools in marketing.

Nearly 1 in 4 people abandon mobile apps after only one use- by Sarah Perez 

At OneReach, we’ve worked with many consumers who are in high demand for customer service via text messaging. As reseach shows, apps are expensive to drive adoption, not used much and deleted after one time use.

To learn more about providing a great customer experience across channels, download our whitepaper here.