Not very long ago the only way to get groceries was going to the grocery store. Now, we can have groceries delivered or have someone shop for us, not to mention subscription services that provide anything from paper towels to shampoo on a regular basis. This is progress.
The same is true for business communication, it was solely done via phone calls or by email. Thanks to progress and innovation, we have many different ways to connect. There are so many different ways to connect with people…from email to text, the phone to social media, and everything else in between. A lot has changed in the last several years with how we communicate.
Text messaging is a part of everyone’s daily life. When it comes to communicating with a business, customers want speed and efficiency and businesses want their customers to be responsive. People open and respond to many different kinds of texts from businesses they’re engaged with. Whether it’s a one-on-one personal text or a marketing promotion, Text messaging isn’t limited to a specific market or industry. It’s for every business.
There is a fair share of businesses that do not communicate with their customers via text yet. If this is you, please keep reading. The goal of the article is to convince you to make a shift from strictly phone calls and add email to text in your communication strategy.
Text messaging is read & responded to faster
According to research from Gartner open rates for text messages are as high as 98%. Comparing that to only 20% of emails that are opened, makes a solid case to move from strictly email to text in communicating.
People have their cell phones with them all of the time. We need to communicate in a way that messages will be received, read, and action is taken. Moving from email to text is a powerful way to communicate with customers.
Texts can be ready and responded to from just about anywhere
Having a 160-character limit, text messages are short and sweet. A text message doesn’t require an in-depth response, unlike emails, or phone calls. The recipient can quickly and easily read and respond to a text wherever they are. In between meetings, commuting, or while waiting for their kids to be done at football practice.
Have you ever met anyone that likes typing a long email response on their smartphone? Emails usually require more time to respond to and are likely done in front of a computer. Moving away from only using email to text incorporated as part of the overall communication strategy will certainly help response rates.
Impacts customer experience
Text messaging provides your business another way to personalize the customer experience and help build brand loyalty. Providing a personalized and convenient experience with your customers builds trust, and trust leads to loyalty. This customer loyalty can become your greatest form of advertisement because they’re trusted voices to their peers.
Your customers can easily communicate with you. Customers want to cut off the frustrations they experience with unresponsive email and waiting on a phone call to be returned. By moving away from solely email to text, your customers have the choice to text your business as another, but a more immediate way to communicate. Options greatly enhance their experience.
Finding a balance between text and email
By incorporating text messaging into your existing communication strategy, you can reach customers wherever they are. There is still a need and a place for email. You may be wondering how do you know what kind of communication requires an email versus a text? Sometimes it can be hard to distinguish the differences between the two communication channels, but it’s important to understand.
If your message requires urgent action or is time-sensitive, text is likely a more effective communication channel.
If your message needs to be saved by your customers for a later date or requires a detailed or long response email might be the best way to go.
A text can always be sent to notify a customer about an email where action is needed on their part.
At the end of the day, moving some customer communications from email to text will have a positive impact on your business. It’s the way we communicate. It’s what’s expected. It’s what’s convenient. Meet your customers where they are at with text messaging.
TextBetter offers business-texting solutions that make it easy to send & receive texts from your existing landline number. We make it easy to send & receive texts from your existing landline number. Our simple & affordable solution works with any kind of landline number, so your contact information stays the same.
It’s easy to get started. Try for free today! Call us at 800-322-1222.
TextBetter provides business texting solutions that make it easy for businesses to send and receive text messages using their landline number(s). The cloud-based service effortlessly integrates into existing business models, without having to download or install new software. Businesses of all sizes are served through three distinct product offerings; TextBetter Team, TextBetter Business, and TextBetter Enterprise. More information about the company and services can be found at www.textbetter.com.