COMMUNICATION TECHNOLOGY

15 Text Messaging Statistics Every Business Should Know

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There is an evolution taking place in communication. Businesses love to track their customers by requiring them to login with a username and  password for even the simplest interaction. For anyone over the age of 25, you already have over 100 online accounts that you’ve created.

With consumers drowning in online accounts, forward-thinking businesses are starting to look at SMS messaging as a way to engage with their customers in a way that’s convenient and comfortable.

For businesses, a few common misconceptions are that sending texts to their customers is intrusive, or ineffective because their best customers don’t use text messaging. However, recent studies by Pew Research and Eqxperian Marketing have revealed some eye-opening results.

Texting is the Most Used Function on a Smartphone

Roughly 259 million people in the US (81% of the population) are texters. In fact, over 97% of all smartphone users have texted within the last week.

It’s true, the frequency of text messaging is much greater for men and women under 40, but even those over 55 are sending or receiving an average of 16 texts per day.

Text messages are read more often and responded to more quickly than other forms of communication

Incredibly, according a study by Singlepoint, texts have a 99% open rate. And Forbes reported that 95% of texts are read within three minutes.

These statistics answer one of the most important questions involving your choice of communication channel—will your customer see your message!

Text messaging is also off-the-chart when it comes to response rate. A study by Velocify reports 45% of text messages receive a response, compared to 6% of emails. This is why two-way text campaigns are so important.

To learn how the healthcare industry leverages two-way text messaging, read 5 Ways to Improve Patient Experience Through Text Messaging.

Text Messaging Resolves Common Issues Much Faster Than a Phone Call

Today, your customers’ free time is measured in seconds and not minutes or hours. Sending and receiving a text is 10 times faster than placing a voice call. For the consumer, it takes less than five seconds to read most text messages.

Businesses also benefit by receiving a response quickly—within 90 seconds on average. Email, on the other hand, takes 90 minutes on average.

Sure, there are times when only a phone call will do, but you would be amazed at how business interactions can be handled quickly and effectively through text messaging.

Text Messaging is Rapidly Becoming the No. 1 Communication Preference in the US

A Pew study found that 33% of American adults prefer texts to all other forms of communication—regardless of who is sending that text or what the message is about.

In fact, 78% of consumers polled wished they could text a business, but the majority of businesses don’t have this communication option available. According to Twilio, only 48% of business are equipped to handle messaging.

Texting used to be something you did with friends and relatives, but recent studies have shown most bosses (79%) approve of using text messaging for business purposes.

How Businesses are Using SMS

Contact centers, which can be anything from customer service departments to collection agencies, are quickly adding text (SMS) functionality. A recent study by Dimension Data reported 38% of contact centers currently offer SMS, and 23% plan on adding it within the next 12 months.

What kinds of business activities do consumers prefer to do by text?

A 2014 Harris Poll found that certain business interactions consumers actually preferred to be handled by text.

  • Check order status (38%)
  • Schedule or change an appointment (32%)
  • Confirm reservations (31%)

Are there ways your business could leverage the proven effectiveness of text messaging to engage customers and increase response rates?

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