image woman texting

Everyone is aware that texting is a popular mode of communication, but may not necessarily know just how truly preferred it is. Since 2007 the number of text messages sent by Americans in a month have exceeded phone calls.1

We see people holding their phones constantly, almost never leaving them more than a few feet away. And 95 percent of text messages are read within 5 minutes, with an average response time of 90 seconds.2 What does that mean for businesses trying to communicate with their customers?

Businesses should be offering text communication to customers.

In 2014 more than two in every five households (44 percent) did not have a landline telephone, but did have at least one wireless telephone.3 That number rises every year. Gone are the days of relying on phone calls alone to deliver critical messages or reminders to customers. Texting is now a must-have component for any customer communication plan.

Advantages of Texting

Texting is the most reliable way to get your message in front of someone who has a cell phone. Due to the speed and concise nature of texts, people consume them more rapidly than email or phone calls. Americans are reading 98 percent of texts, but only 22 percent of their email. Texts also can be easily retrieved and referred back to, so sending automated text appointment reminders is the perfect way to nudge customers to keep their appointments.

Automated Messages as Customer Service

In the hectic, fast paced world we live in, some of the best customer service a company can offer its customers is automated text message reminders. Notifying customers of appointments, deliveries, pickups, schedule changes, severe weather closings or past due notices* can greatly help them in their busy lives.

*Note: Messages may require prior express consent or prior express written consent.

SOURCES
1. http://mashable.com/2012/09/21/text-messaging-history/#Ch5vlkY3raq2
2. http://www.entrepreneur.com/article/236542
3. http://www.cdc.gov/nchs/data/nhis/earlyrelease/wireless201412.pdf

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