Customers actually want businesses to text them

Customers prefer to engage with businesses via text over other channels
27 September 2018

Customers respond better to businesses when you text them. Source: Shutterstock

Text messaging is one of the most prevalent modes of communication today.

In the US, 95 percent of the population owns a mobile phone (three-quarters of them are smartphones).

Texting is so popular, in fact, more than half the consumers and businesses in the US prefer to receive text messages informing them of products and promotions more than anything else — according to a recent report.

Its findings suggest that more than 50 percent of the US consumers prefer businesses to text rather than call, while one third prefers text message over email.

Numbers from Flowroute confirm this – over 80 percent of consumers open text messages received from businesses within five minutes. A report from Velocify shows that prospects who are sent text messages convert at a rate 40 percent higher than those who are not sent any text messages.

This shows that consumers see value in text messages – something small businesses can capitalize on.

As we move toward a mobile-first world, it seems as though consumers want to communicate with businesses in the same way they do with friends and family, and that’s text messaging. Texting is easier, faster, and boasts of a 98 percent open rate.

Texting is an affordable and familiar communication channel for small businesses to increase engagement and build rapport with their customers.

Research suggests that there are over 200 million business phone numbers in the US. Most small businesses are able to text-enable their existing landline, VoIP or toll-free phone number.

This is a simple and effective way for small businesses to drives customer engagement and loyalty across most consumer industries.

Texting also improves efficiency in business communication channels, which will provide consumers with a personal and streamlined experience.

While texting was once a tactic embraced for small-scale communication needs, it is now the preferred method for communication and an invaluable part of the customer journey.

Additionally, the report highlighted that more than 70 percent of users aged 30 to 44 said they would text a business more frequently if they had the opportunity. Nearly two-thirds of those between 18 and 29 said they’d do the same.