Smartphones continue to be the preferred device to connect with others1. Globally, the volume of text messages has been growing every year for the past decade, as well as the number of users. Indeed, despite generational differences in text messages volume and frequency, today almost every adult in North America text weekly.
When it comes to using text messaging for businesses, what reasons make them consider this communication channel to engage with their customers? In this post, we will have a close look at five statistics that are relevant for businesses. Let’s look at them:
According to the PewResearchCenter survey, “97% of smartphone owners used text messaging at least once over the course of the study period, making it the most widely-used basic feature or app; it is also the feature that is used most frequently, as the smartphone owners in this study reported having used text messaging in the past hour in an average of seven surveys.”
In 2016, Forbes was stating that text messages’ open rate was at 99%. This number has slightly decreased, and according to recent articles3, a text message today has a 90% open rate on average, while an email has only a 20% open rate. Wow! Those are still staggering statistics! Little wonder that text messaging appears to be a powerful tool to be added to most marketers and service managers toolbox when it comes to reaching out to their targeted audience.
Text messages are read on average in under less than five seconds, and 90% of them are opened in the same timelapse while only 20% of emails are opened on average. What channel would you use to push a targeted offer to your customers? I guess you would consider texting them for a better and faster reach.
Let’s compare it to an other communication channel, so you have a better perspective of the text messaging performances. Response rates from text messages are 209%4 higher than those from phone calls. In business, numbers are even more significant, as SMS response rates are 295% higher than the rates from the phone calls. So when it comes to confirming appointments, it is no surprise that text messaging is the favorite channel for businesses. Moreover, 55% of consumers prefer SMS for appointment reminders while 35% of consumers prefer email for those notifications.
Did you know that the average response time for a text message is just 90 seconds, while the average response time for an email is 90 minutes, according to CTIA.org. This metric shouldn’t be a real surprise as people keep their phone handy wherever they are and mostly receive an alert (sound, pop-up and or vibration) when they get a text message. Who could resist taking a quick look at their phone’s screen? Would you?
Some businesses already saw the opportunity to leverage text messaging to engage with their customers. However, what made them decide to add text messaging to their toolbox? Find answers but reading our blog post What value does text messaging bring to businesses?
If you are not using texting for your business today, you may want to start looking for the best solution that will meet with your goals. Please take a look at our platform.
Ready to breathe new life into your business communications?