The convenience of text messaging has made it a go-to way to communicate with friends—who talks on the phone anymore, really? Now online retailers are beginning to find the preference for texting extending into customer service interactions. In this session, online retailers that enable customer service representatives to respond to inquiries sent via SMS text and instant message (such as Facebook Messenger and Apple Business Chat) will share how they integrated the capabilities into their existing customer service platforms, what they had to implement with their customer service staff to make this distinctive form of communication effective, and what texting is teaching them about what consumers expect from e-retailers today.