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7 Reasons Why Texting Is Great for Customer Service
Texting is the most widely used app among U.S. smartphone owners, with 97% utilization and a preference for messaging among over 60% of customers. It boasts a high customer satisfaction rating, a 98% open rate, and significantly lower costs compared to phone calls. Nearly 40% of contact centers are currently adopting texting as a communication method, indicating its growing importance in customer service.
7 Reasons Why Texting Is Great for Customer Service
- 1. 7 reasons why textingis great for customer service
- 2. 1. 97% ofU.S. smartphone owners use SMS, making it the most-used app on a smartphone. Source: Pew research 2015
- 3. 2. There are500 million tweets sent each day, compared to 23 billion text messages. Sources: Internet livestats / portioresearch
- 4. 3. Over 60%of customers would prefer to text your business. Source: Onereach & HarrisPoll
- 5. 4. Text isthe highest rated channel in terms of customer satisfaction. Source: Cfi group
- 6. 5. Texting hasa 98% open rate and a 45% response rate. Source: Velocify
- 7. 6. Texting converts a$6-20 phone call into a chat that costs pennies per session. Source: Forrester
- 8. 7. Nearly 40%of contact centers are already using texting, with plans to add more in the coming year. source: DimensionData
- 9. Want to learn moreabout providing great customer service over text message? Download the whitepaper here.
- 10. Photo credits (ccoLicense) •Firstslide – Kaboompics • Image 1 – Pexels • Image 2 – Freely • Image 3 – Picjumbo • Image 4 – Pexels • Image 5 – stocksnap • Image 6 – pixabay • Image 7 – kaboompics • Image 8 - Pixabay • PhotoCreditslide– Pexels