Yet enterprise interest in both types of solution continues to grow, and shifting customer demographics will eventually force enterprises to consider how to incorporate both solutions into a single customer service strategy.Despite the hype around social media, other non-traditional communications channels (non-traditional relative to the voice channel) such as SMS and web chat are currently more practical than social media in dealing with customer outreach and complaints. Unfortunately, enterprises don’t always implement applications that facilitate web chat or SMS communications with a clear eye on strategy – namely, how these technologies fit within the greater customer service solution.