— Nobody, ever.
Business Texting Statistics
For many people, texting is their go-to channel for communicating with friends and family. Collectively, Americans send billions of text messages every day. It’s no wonder that so many businesses have adopted tools and strategies to tap into this channel.
Here’s what you should know about business texting.
1) 9 out of 10 people want to use messaging to interact with businesses
Source: Twilio, 2016
In 2016, Twilio surveyed 6,000 consumers across seven countries to understand how people prefer to interact with businesses. Their sample included 2,000 men and women from the US between the ages of 18 and 55.
They found that the vast majority of people want to interact with businesses via messaging, where they don’t have to waste time waiting on hold, and they can still expect a quick response.
If you’re not dedicating resources to messaging channels right now, you're not serving your customers in the way they want you to serve them.
Note: For the purpose of the survey, Twilio defined “messaging” as SMS (text messaging) and communications sent through messaging apps like Facebook Messenger, WhatsApp, and Snapchat. While that’s not “texting” per se, businesses often manage these channels together through a business texting solution with a universal inbox. Which our system does as well :-)
2) 93% of consumers trust text messaging as a communication channel
Source: CTIA, 2016
CTIA is a telecommunications industry association, and in 2016 they conducted a national tracking poll through Morning Consult. 93 percent of the consumers surveyed felt that “wireless messaging is a trusted communications environment.”
This finding is important to businesses because it means that your customers are willing to interact with you via text similar to how they would over the phone, in person, or through email. If they trust your business, they won’t mind providing the information you need to serve them in a text.
3) Text message open rates can be as high as 98%
Source: Gartner, 2016
When you need to tell a client about a scheduling change, provide a quote, or send a billing reminder, you want to be confident that they’re going to get your message.
If your email gets buried in their inbox or they miss your call, they’re not going to blame themselves when they show up in the wrong place at the wrong time or have different expectations for your service.
They’re going to blame your business.
That’s the risk you take when you use an ineffective communication channel. But texting gives you one less thing to worry about.
For over 50 years, Gartner has been providing business executives with expert insights into a wide range of industries. They conduct original research on a massive scale, and in 2016, they reported that “various sources” had seen SMS open rates as high as 98 percent, whereas with email, you can expect open rates to look more like 10 to 20 percent (depending on your industry).
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