Why do your customers want to text with you?

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

Smartphone owners use their phone for everything from social networking, video consumption, 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 while others set reminders, use their phone to control TV, send text messages and emails, take pictures, check the weather, find their way and incidentally make calls. Phones have turned into the Swiss knife of our time.

However, what is the users' preferred app?

There’s a unanimous agreement among consulted studies that texting in 2018 is the most popular communication channel used by mobile users with 93% of consumers1 in the US. Indeed, texting is today the most widely opened and 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. Today almost every adult in North America text weekly.

What about consumers?

A substantial majority of consumers2 (70%) prefer to receive service-based messages on their mobile device rather than any other device. Not only consumers want to receive these time-sensitive messages on the device they have with them at all times – they expect organizations to offer mobile service messaging as well.

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 of:

  • Dialog
    Text messaging offers two-way communication. Businesses talk to customers and customers talk to businesses. Customers are willing to exchange with businesses. 9 out of 10 consumers3 globally want to use messaging to talk to businesses. How convenient it is to confirm an appointment or complete a satisfaction survey directly from a link sent by text message, by a business a customer deals with.
  • Trust
    According to CTIA4, 93% of customers consider wireless messaging being a trusted communication environment. Texting spam rate is close to nothing with 2,8%. Moreover, in the event a customer doesn’t want to be contacted by text message, he just can opt out by texting “STOP”. Can it be easier?
  • Speed
    Text messaging is instant communication for most people. Not only text messages are read under 3 minutes but also the average response time for a text message is only 90 seconds. How convenient when it comes to confirming an appointment. No need to pick up the phone, wait for long minutes until you talk to a human being - unless it’s an answering machine - to finally confirm your presence.
  • Mobility
    Whether you are at work or home, attending meetings, classes or events, traveling for business or leisure, your phone is always handy, if you are like me. But stats prove that I am not alone. 89% of people always have their smartphone within arm’s reach. That means that phone owners can be reached everywhere they are at any time. Furthermore, as text messages work across all devices and carriers, there are no limits.
  • Little disturbance
    Text messages are less disruptive than phone calls. As an example, I approved a suggested repair on my car simply by texting back my dealership with a go, while I was in a meeting. It took me 5 seconds, and nobody around the table has even noticed it. For such time-sensitive notifications and service updates, text messaging is globally also preferred to emails.

We can conclude that there are several reasons why consumers want to text with businesses. However, here are the main reasons:

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

Indeed, businesses saw the opportunity to leverage this powerful communication channel to engage with their customers. So it is no surprise that some of them added text messaging to their toolbox to implement their marketing strategies. Find out how by reading our post What value does text messages bring to businesses?

More and more businesses use texting to increase customer satisfaction and drive productivity for their business. In today’s environment the real question is not whether you need a texting solution or not but when are you going to offer one to your client!

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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