Why do your customers want to text with you?

People are addicted to their phones. The younger the users, the more dependent they are. They check them all day long and at night too. What about you? Have you checked your phone today? You most probably have several times. According to the Deloitte 2018 Global Mobile Consumer Survey, Americans check their smartphones more often than ever before—on average 52 times per day.

Smartphone owners use their devices for many things, including social networking, videos, games, fitness monitoring, music, and online banking. However, that’s not all! They may also book appointments, read the news, create lists and also shop. Still, others set reminders, use their phone to control TV, send text messages and emails, take pictures, check the weather, find their way around town and make calls. Phones have turned into the Swiss army knife of our time.

What are users’ preferred apps?

There is unanimous agreement among studies that texting in 2018 is the most popular communication channel used by mobile users. In fact, 93% consumers in the US enjoy texting Today, texting is the most widely used application on smartphones, as per a Nielsen report. Even though the volume and frequency of text messaging are higher for men and women under 40, it appears that the numbers are increasing for those over 55. Almost every adult in North America texts on a weekly basis.

What about consumers?

A substantial majority of consumers2 (70%) prefer to receive service-based messages on their mobile devices, rather than any other device. Consumers want to receive these time-sensitive messages on the devices that they have with them at all times.

Why do consumers like text messaging with businesses?

The reasons are tightly linked to the perception users have of texting. To them, text messaging is synonymous with:

  • Dialog
    Text messaging offers two-way communication. Businesses talk to customers and customers talk to businesses. Did you know that In fact, 9 out of 10 consumers3 around the world want to use messaging to talk to businesses? It is very convenient for customers to confirm an appointment or complete a customer satisfaction survey directly from a link sent by text message.
  • Trust
    According to CTIA4, 93% of customers consider wireless messaging as being a trusted communication environment. Texting spam rates are close to nothing with 2.8%. Moreover, in the event a customer doesn’t want to be contacted via text message, he or she just can opt out by texting “STOP.” Now that is easy!
  • Speed
    Text messaging is instant communication for most people. Text messages read under 3 minutes and the average response time for a text message is only 90 seconds. Again this is extremely convenient when it comes to confirming an appointment. No need to pick up the phone, wait for a long time until you talk to a human being (unless it’s an answering machine!) to finally confirm your appointment!
  • Mobility
    Whether you are at work or home, attending meetings, classes or events, traveling for business or leisure, your phone is always handy. Statistics show that 89% of people always have their smartphones within reach. That means that phone owners can be reached anywhere they are and at any time. Furthermore, as text messages work across all devices and carriers, there are no compatibility issues.
  • Little disturbance
    Text messages are less disruptive than phone calls. For example, you can approve a suggested repair on your car simply by texting back the dealership to give the green light— even if you are in a meeting. It would take about 5 seconds and nobody around the table has to know. For such time-sensitive notifications and service updates, text messaging is globally preferred to emails.

There are many reasons why consumers want to text with businesses. However, here are the main reasons:

  • First of all, texting is customers’ preferred app, way ahead of emails and calls.
  • Secondly, the text messaging app is handy most of the time, wherever customers are at any given time.
  • Finally, consumers want to text with businesses because it’s convenient for instant communication.

Many businesses have recognized that text messaging can be a powerful tool to use within their overall marketing strategies, increase customer satisfaction and drive productivity. Find out how by reading our post What value does text messages 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.

  1. Deloitte 2018 Global Mobile Consumer Survey
  2. Vibes, Transactional Messaging Consumer Report
  3. Twilio messaging consumer report
  4. CTIA


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