The phones used by your sales and support teams should be able to receive SMS, meaning that you should allow your customer to engage with your sales and support teams by SMS.
source http://www.bing.com/news/apiclick.aspx?ref=FexRss&aid=&tid=5A22626F7BD34CC0BA5E394861521D1D&url=https%3a%2f%2fwww.forbes.com%2fsites%2fforbestechcouncil%2f2022%2f07%2f28%2fif-your-current-business-phone-does-not-support-sms-it-may-be-time-for-an-upgrade%2f&c=2674661887322202305&mkt=en-us
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