Right now there are 7 billion mobile phone users worldwide—about 95.5% of the world’s population. More time is spent every day on text messaging than is spent on phone calls, emails, instant messaging, and even face-to-face communication. SMS texts from your business number can greatly improve communications and responsiveness from your customers. You can push out new sales and marketing promotions, communicate critical information, and provide updates and appointment information to keep your clients informed. This delivers an unparalleled customer service experience because it is immediate and responsive.
Text Messaging is Fastest growing method of communication
- 98% of text messages get opened compared to just 22% of emails
- 95% are opened within 5 minutes
- 89% of consumers say they’re unhappy with current customer service options
- 71% of millennials would prefer to text for customer service
SMS texting allows you to easily and immediately communicate with your clients on your main business number. Upload your client base and then create sales and marketing promotions, provide updates, deliver appointment reminders and automate recurring or scheduled text notifications. Ultimately SMS text will improve your clients satisfaction with your company.
Why Texting will take over other Channels to Deliver the best Customer Experience
Customer service decision makers experienced a spike in inbound customer queries as a result of the pandemic, with 2 in 5 citing an increase of 51-100%, and have turned to technology, such as messaging, to remedy the resulting longer wait times and improve the customer experience. According to findings 37% of respondents expect messaging channels, such as text and social media DMs, to overtake phone calls as the preferred method of communicating with brands in 3-5 years.
A reliance on phone calls for customer service is causing unsatisfactory wait times, it’s very difficult to scale phone agents to meet demand. The long-term consequences of call centers with long wait times will drag on brands. As more and more retail heads online, and consumers shift to text communication, brands are finding that messaging is a convenient and cost effective way to service customers at scale.
Only 28% of businesses think that phone calls will be the preferred method of customer communication in the near future. Instead, half of respondents said that Facebook was important to their strategy; followed by text (50%); Instagram (32%); and Whatsapp (32%).
Smartphone messaging applications are also playing an increasingly large role in their communications strategy (45%), with 49% of corporate directors saying that messaging applications are a top priority.
