It’s 1995. A new company named eBay just launched, along with a new media format called a DVD, and the average American user sends about 0.4 texts per month. Times sure have changed. Fast forward to today. There are a plethora of online retailers with the widest product assortment that can fulfill even the most specific buyer searches. DVD’s are outdated, now replaced with streaming and on-demand content, and the average consumer in the US sends about 60 text messages per day or 1,800 texts per month.

Not only are consumers texting more frequently with family and friends, but they are also using business text messaging to engage with companies. In this post, let’s take a look at the top stats for business text messaging that shouldn’t be ignored.



The Growth of Business Text Messaging

Business text messaging is considered by most as a new way for consumers to engage with the brands they know and trust. Even though text messaging has been around for 20 years, the ability to message businesses is just beginning to gain momentum. Mobile devices have given consumers the ability to search, shop, and discover 24/7, forcing companies to reimagine the customer journey.

As more companies begin to acknowledge their customer’s digital-first lifestyles, they’ve identified ways to provide high-tech, yet high-touch service alternatives. Messaging provides just that – effortless and convenient interactions for customers and a lower cost, more efficient way to serve for companies.

Top Stats That Prove Businesses Need SMS/Text Messaging

Here’s a look at business text messaging by the numbers:

Americans are attached to their phones

The majority of people spend their waking, and sleeping hours, next to their phone. Mobile devices have become more than a convenient way to make phone calls. Smartphones are a way for people to stay connected to the world around them.

  • 71% of Americans who own smartphones sleep with them — either by putting their phone on a nightstand, in their bed, or, for 3% of people, holding it in their hands. (Bank of America)
  • On average, Americans check their phone 52 times a day. (Deloitte)
  • Even while on vacation, Americans check their phones every 12 minutes, or 80 times a day while on vacation while 1 in 10 check their phones 20 times per hour. (Asurion)

Text messaging is the most popular and frequently used feature

Of all the features and apps available on smartphones, text messaging is the most frequently used. Text messaging allows us to be more efficient, independent, and direct with each other. Now, consumers seek those same benefits when engaging with companies.

  • Messaging is the most widely-used feature on smartphones (Pew Research)
  • Text messages have a 98% open rate, while email has only a 20% open rate. (Mobile Marketing Watch)
  • 90% of all text messages are read in under 3 minutes (Venture Beat)
  • Over half of customers said they would be likely to text with a customer support agent. Similarly, 52 percent would prefer texting customer support over their current preferred form of communication. (eWeek)

Text messaging for business is good for the top and bottom line

Messaging enables customers to get the service they desire in a fast, convenient way that puts them in control of the conversation. The ability to text message businesses has become more than a nice to have, it’s a customer experience imperative.

  • 73% say that valuing their time is the most important thing a company can do to provide them with good online customer service. (Forrester)
  • 66% of consumers rank mobile messaging as their first or second choice to contact a company. (Market Strategies International)
  • 61% of online adults unlikely to return to a website that doesn’t provide satisfactory customer experience. (Forrester)
  • 66% of respondents rank messaging as their preferred channel for contacting a company. (Market Strategies International)
  • 70% of respondents want to use mobile messaging to troubleshoot an issue and 64% to make a purchase or booking. (Market Strategies International)
  • 66% of respondents would pay more for a product/service that was supported by messaging– an average of 17% more! (Market Strategies International)
  • 53% US online adults will abandon their online purchase if they cannot find a quick answer to their questions (Forrester)

Top brands are realizing tangible results as a direct result of offering messaging

Companies have increased sales, reduced costs, and improved customer satisfaction by using text messaging. These results span across companies of all sizes and industries such as financial services, retail, consumers services, and many more.

  • Overstock.com achieved higher engagement rates with text messaging’s 98% open rates. (Digiday)
  • Jackson Hole Mountain Resort has experienced as 75% reduction in phone calls because of text messaging (Quiq)
  • Brinks Home Security converted 10% of their phone calls to text messages while realizing a 14 ppt uptick in CSAT.(Quiq)

Consumers Prefer to Message Businesses

Text messaging saves time and money and is a natural and preferred way for people to communicate. That’s why the numbers above prove that consumers preference for messaging has evolved past personal use.

Preferences will continue to change as advancements in technology provide more convenience, speed, accessibility. One thing remains clear, customers need and expect companies to provide products, services, and support in the most convenient way to them. If your company is ready to join innovative companies like Overstock.com, Brinks Home Security, and Jackson Hole Mountain Resort, schedule a demo today.

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