Articles

SMS Two-way: How 64% of your customers prefer communicating

SMS 2 way messaging

Research has found that the majority of customers – 64% with text messaging capabilities - would prefer to perform customer service activities with companies via SMS than over the phone. They feel it’s a more efficient and convenient use of their time.

Young people are even more likely to want this. A significant 7% of those aged 18 to 34 say they prefer SMS two-way messaging over other types of communication when it comes to solving issues. Moreover, they’ll choose to stay loyal to a company that offers SMS messaging services.

How does SMS two-way fit into your business?

Many companies are already using SMS to disseminate bulk marketing messages or send reminders to customers. But users want more: they want a conversation; they want to send a question and receive an immediate answer.

Research has found that customers would like to complete these activities via SMS:

  • Check the status of an order
  • Schedule or change an appointment
  • Make or follow up on reservations
  • Ask a question
  • Find the location of a store
  • Check due dates or balances
  • Arrange for orders to be refilled
  • Reset passwords

And the most compelling statistic to convince companies to set up customer service via SMS? A massive 81% of people say they find it frustrating to be tied to a phone or computer to wait for customer service assistance. If that isn’t enough to convince a company of the importance of this method of communication, 90% of customers will choose to leave due to a bad experience and are willing to pay more for more pleasant customer experience from a competitor.

Reasons customers prefer using SMS two-way to resolve queries

  • Customers dislike waiting on hold.
  • SMS communication allows customers to multitask while resolving their queries.
  • They are able to find solutions while in a noise-sensitive environment.
  • Customers sometimes just don’t want to talk on the phone – for example if they are in an office where they don't feel comfortable speaking aloud.

If you’re convinced and are looking for a customer relationship management solution that your base will appreciate and enjoy, have a look at Clickatell’s product selector to choose the best SMS option for your business.

This website uses cookies to allow us to see how the site is used. The cookies cannot identify you. If you continue to use this site we will assume that you are happy with this. If you want to use the site without cookies or would like to know more, you can do that here.