The word on the street is that texting is only for Millennials and Generation Z. Well, that is simply not the case. The most widespread form of communication for American adults is sending and receiving texts. Yet, texting with customers still seems to be a relatively taboo business concept.

Continuously changing times and ever-evolving industries require that businesses offer texting as an option for communicating with their customers. Let us explore the facts about texting versus calling, and why your customers prefer it.

The Proof is in the Pudding… Or Rather the Data

With texting, people will answer. Text messages have a 98 percent open rate and a 209 percent higher response rate than a phone call, email, or Facebook message. The average user will tap, swipe, or click on their phone over 2000 times a day, showing that texting is not just a fad, but rather a viable communication method for the average American.

According to a Pew Research Center survey, 31 percent of Americans prefer text messages to phone calls with an additional 14 percent said the method they prefer depends upon the situation. Over 68 percent of consumers report that they text more than they talk on their smartphones, proving SMS to be a valuable communication tool for your business.

But Why?

The numbers show that your customers would rather communicate via text message. But it is essential to understand the reasons behind the statistics so you can deliver exceptional customer interactions. Here are just a few reasons behind the preference for SMS communication

Privacy

Texting is inherently more private. Not only can customers protect their information from being overheard from the people around them, but it is less disruptive. Since it is less disruptive, a customer is more likely to open and answer text messages in daily situations where they would not answer a phone call.

We Are Busy, Busy, Busy

Much like phone calls may disrupt the environment around you, they interrupt your customers’ workflow. Humans are busy creatures, trying to jam hundreds of tasks into every day. They do not want to drop what they are doing to answer a call.

On the flip side, customers do not want to call you either. Customer service phone lines have a bad reputation for keeping customers on hold for hours, resulting in little to no help. This situation causes customers not to communicate at all. 

The bottom line is that customers do not always have the time to chat on the phone. Text messaging is less time consuming, especially for answering those ‘quick questions’ that make the difference between an okay experience and an exceptional one.

Your Competitive Edge

More and more businesses understand the importance of exceptional and unique customer experiences. How well you take care of your customers, and the options you offer can be the difference between you and your competitor. By connecting with your customers regularly and on a personal level through text, your customers will feel special, taken care of, and included in your business’s vision.  

Over 62 billion USD is lost by businesses in the United States each year because of unpleasant customer service experience. Do not let your business be on the losing side; communicate how your customers enjoy most!