[jmomo]

SMS is terrible for this. It is completely insecure. You can fake transmissions easily, and nothing is encrypted, so you can't discuss any private info. There are very good, and obvious, reasons why organization do not use SMS for support.

While it's great to have a simple text-based medium to do this, SMS is awful.

I agree with the sentiment, but it's hard to take this guy serious when he suggests something so obviously bad.

[rahimnathwani]

So, how about using WhatsApp or WeChat or Line? These apps are as convenient and cheap as SMS for many people, but don't suffer from the same ease of spoofing.

[dredmorbius]

Both email and POTS / mobile phone conversations suffer the same security disadvantages.