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If you have ever contacted a customer service department, you have most likely experienced the frustration of trying to reach a live agent for help, but getting nowhere. Luckily, the traditional way of providing customer service has evolved with the addition of live chat software, enabling business owners to give their customers the option of getting the high level of customer service that they deserve.

Kicking off the week, Telcos, a telecom company, has found a way to use mobile messaging to improve its customer retention. In addition to customers receiving messages about bills, Telco can use the service to send out coupons and help customers gain rewards through mobile operators. These features change regular advertisements and messages into value-added messaging services to help customers stay engaged.

Mobile messaging is key when it comes to increasing customer satisfaction as Portio Research, an independent research firm, completed a study entitled, ‘Mobile Messaging Futures 2012-2016,’ and found that within the mobile space, messaging is the biggest revenue generator after voice.

“Within messaging, SMS is king and yielded the highest revenue for mobile network operations in 2011,” according to the report. “Among the mobile messaging services scrutinized in this report, SMS yielded the highest revenue for operators in 2011 and mobile IM gathered the least. SMS still rules the mobile messaging market in both traffic and revenue terms…and is forecast to dominate worldwide mobile messaging over the next five years to 2016.”

In other news, the students of Trinity College Dublin, Royal College of Surgeons in Ireland, and the National College for Art and Design have received help from Niteline, a confidential service for students, providing support and information. Now, Niteline is being brought into the 21st century with a new instant messaging service, allowing students to communicate with a volunteer via the Internet.

Niteline is run by students, for students and among its promises are that it is confidential, anonymous, non-judgmental, and non-directive. The help line receives a variety of calls, ranging from loneliness to rape and abuse to addiction to academic concerns to relationship issues to body image issues to family issues, and everything in between. 

Niteline says, “Callers will have the time and space to talk through anything they would like to, no matter how big or small. You can call if you simply feel like having a chat or need the number for a taxi after a night out.”

Lastly, Voxofon, a voice and messaging OTT provider, unveiled a free messaging app for Windows 8, the new Windows operating system. The app has been developed for the messaging needs of consumers. Users can leverage the app to send text messages to others easily and cost effectively.

The Windows 8 tile layout enables Voxofon users to view and reply to recent messages and communicate with new contacts. The Voxofon app can be dragged to the left or right sidebar to continue chatting even when using other applications.

The Voxofon app allows users to message other Voxofon friends on Android, iPhone, Windows Phone (News - Alert), and Windows 8 Tablets, or through Voxofon.com for free. Also, cheap SMS messaging is made possible with friends using any other device such as Windows tablets, smartphones and regular mobile phones by the new Voxofon Bridge Messaging Technology.