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Texting by the Numbers: 6 Key Stats and How They Can Change Your Business

Texting is no longer a nice to have for businesses; it’s a must have communications channel customers want and expect. As an essential part of a successful omnichannel strategy, texting can help businesses gain a competitive edge by improving customer experience, streamlining contact center operations and more.

Check out how adopting business texting can help resolve some of the most common issues companies are facing today:

1

Problem

80% of decision makers agree the quicker a customer can contact them, the happier they are—but only 55% believe that there are circumstances when a customer would like to contact them but placing a phone call is inconvenient (Forrester Consulting).

Solution

Bridge the gap between customer expectations for convenience and speed by putting yourself in their shoes. Add the quickest, most convenient communications channel and the one most consumers prefer—texting!

2

Problem

Brand loyalty is difficult to retain. Consumers expect a customer experience that fits into their daily lives. One bad experience is enough to lose a customer for good.

Solution

According to a study by EZ Texting, 54% of consumers are frustrated when can’t text a business. Reach out to consumers how they want to be contacted and streamline customer service with texting.

3

Problem

If you’re not texting your customers, it’s likely that your competition is. In fact, EZ Texting reports that 84% of consumers already receive texts from businesses, and Twilio finds that 89% of consumers would like to use messaging to communicate with more businesses.

Solution

Adding texting to your communications channel strategy can help you stay competitive in a fast-paced marketplace. Don’t stay stuck in the slow lane and risk losing a valuable business edge—and your customers.

4

Problem

Consumers are busier than ever these days, which makes grabbing their attention – let alone keeping them engaged – a serious challenge.

Solution

Don’t get left unread – get your message across by accessing a channel that consumers know and use: Texting. As Zipwhip found, 74% of consumers respond to a business text within one hour, compared to 41% for email.

5

Problem

Exceptional customer service is a requirement these days, but supporting the operational infrastructure that enables high service levels – such as the contact center and agent training – can be cost prohibitive. 

Solution

According to industry standards, you can expect texting to improve contact center efficiency by 300%. For every single voice conversation, an agent can handle multiple text conversations. Further increase efficiency by automating your common queries via text.

6

Problem

Long-term, smart growth can be tricky, especially when trying to balance customer service, operational costs and sales.

Solution

Business texting is a proven investment that provides positive, boardroom-defensible results. Companies that offer texting as part of their omnichannel strategy grow an average of 10% year-over-year, largely thanks to increased sales, greater operational efficiencies and the heightened scalability that automation offers (Forrester Consulting).

Texting is quick, convenient and provides an added line of communication for you and your consumers. Elevate your business and satisfy customers now by adding this valuable tool to your customer experience toolkit.

New Research at Your Fingertips

Texting is a proven tool in today’s competitive business world—can you afford to get left behind? Consider this: Companies with texting see an average of 10% growth year-over-year. Plus, 41% noticed an increase in sales and 49% reported improved customer CX. See how business texting can help your organization deliver a better customer experience and increased bottom line.

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