I just encountered my first customer support experience via text messaging. It was with Thumbtack's help desk. It was easy to do and I didn't have to be tethered to a web browser chat box.
Thumbtack also just reformatted how their quote pricing is worded so it's easier to see how much each quote costs per client request. Give it a try and see if it works for the marketing of your small business.
~ Leigh Ann
smallbizthumbtackMarketing