Texting and social media marketing like Facebook and Twitter are prevalent nowadays. The popularity of using messaging today to connect with everyone, including companies, is unquestioned. The fact is that customers want to interact with their phones: 90% of the people open a text within three minutes, compared with the 20% of people who open an email.
Research shows that 9 out of 10 customers would like to communicate with businesses through text messaging. The value of a great customer experience is immeasurable – it’s a crucial part of customer retention.
Let’s Check Out the Reasons Why Customers Prefer Texting Over Calling
Brands that incorporate one-on-one business text messaging as their main marketing channel are more likely to see an increase in customer engagement and consumer satisfaction than brands that don’t.
Here are 3 reasons why customers prefer texting over calling:
- Text messaging is conversational
- Text messaging is non-intrusive
- Text messaging is easy to use and understand for customers of all age groups and also up to the point
Texting Is Conversational
Most customers want easy solutions and simple answers to their basic questions. The most popular questions are: ‘When will I receive my order confirmation?’ or ‘How do I schedule an appointment?’ Positive customer experience actually depends on the way you will respond to their simple questions.
Customers don’t want to go through a boring and long communication process to reach out to the customer service representative for such a simple question. That is why many marketing strategies nowadays are based on SMS Marketing. If your brand is in need of SMS Marketing boost, you might wanna check out Emitto.
Basically, in order to improve customer satisfaction, use a communication channel like text messaging in the first place. Today’s business deals need to be in the form of a dialogue, rather than one-sided promotions, and texting is the perfect tactic for developing this type of business communication.
Messaging Is Also Non-intrusive
We can not put it more nicely – we are busy! We are living in hectic times and chaotic environments, and we simply don’t have the time for pointless chit-chats. What’s even more interesting is the fact that today’s smartphone user prefers using their device for everything else except actual phone calls.
Customers are always on the go and do not have enough free time to waste on phone calls. Everyone is super busy. Just go online and you will find tons of memes dedicated to this topic. You just don’t want to waste your entire day swamped with phone calls that could easily have been text messages.
Texting, on the other hand, can be done easily, fast, and on the go. This flexibility and ease of use actually make communication via text messages non-intrusive, thus making SMS marketing one of the greatest marketing channels of today.
Phone calls and emails are maybe better for more detailed communication, however they are constantly standing in our way and to get things done. Multitasking is super important for everyone now, and long emails and phone calls make this impossible. In the US, statistics have shown that one of the greatest ways of improving customer experience is valuing their time.
Text Messaging Is Easy to Use for Customers of All Age Groups
SMS Marketing can be one of the most useful marketing channels for your company. Millennials (ages 18-34) aren’t the only ones that prefer to engage with a company via text message anymore.
Text messaging is the most used form of communication for American adults under 50, and even adults over 55. The main reason is that you don’t have to be tech-savvy to do it. Also, conversations over text are to-the-point and set you free from the overload of unnecessary information that inevitably comes with calling and emails.
Business text messaging lets customers find out the answers without beating around the bush. This concise nature of the interaction is also good for your business since personalized messaging campaigns are becoming more and more popular. Emitto is one of the top tools that can help you boost your sales and improve your customer experience with straightforward personalized messaging.
To sum it up, conversing with your customers over text messages will improve your customer engagement and increase customer retention. It is a perfect way to connect with your audience and build a personalized business relationship with them.
So, what are you waiting for? Whether you’re looking to improve your customer experience game, or simply provide another way for customers to get in touch, texting is a way to go.