Get Clickatell's latest articles straight to your inbox.

SMS 2 way: How 64% of your customers prefer communicating

By Clickatell | 04 February 2016

People don’t like to talk on the phone anymore – they would far rather send an SMS message. And just as they would prefer sending an SMS to say hi to their mom, check up on a friend or arrange a date, people would rather send a text message to resolve a customer service issue.


Placeholder Text

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 2 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 2 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 a more pleasant customer experience from a competitor.

 Reasons customers prefer using SMS 2 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 which your base will appreciate and enjoy, have a look at Clickatell’s product selector to choose the best SMS option for your business. When you sign up, you’ll get free test credits to try our service. 



Get Clickatell's latest articles straight to your inbox.


Send and receive SMS messages worldwide

Partner with one of the world’s leading messaging experts. We create outstanding experiences and help you interact with your customers anywhere in the world.

Get Started