Since its inception in 1992, SMS has become the cornerstone of mobile communications. Factors such as data, Wi-Fi, multimedia messaging (MMS) and smartphone capabilities have transformed the industry over time, but SMS growth has remained constant. In fact, the only thing that slowed down its increasing spread was the eventual launch and fluctuating popularity of apps like WhatsApp (created in 2011), Snapchat (2011) or FB Messenger (2014), until their subsequent decline in usage until 2018. In years Im Following that, especially since COVID as the world got further and further away, texting has surged in popularity again.
Voice calls, on the other hand, have declined globally. Today it has been almost completely replaced by more serviceable tools like video chat or conferencing, email and SMS. In fact, ALL generations now prefer SMS to calls or other forms of communication. This is a marked change from previous decades, when different generations had different communication preferences:
– Baby boomers are now seven times more likely to text than speaking in person and twice as likely to text than call.
– An overwhelming majority (82%) of millennials prefer texting over a voice call even for business interactions and 20% say they prefer text because they do Not check voicemails regularly at all.
– In fact, 70% of Gen Z Americans prefer texting to face-to-face communication. particularly for business and remote work purposes.
Statistical comparisons confirm that annual growth in SMS sending is offset by stagnation or decline in voice calls – and this trend is not going to stop anytime soon.
As a matter of fact, 87% of consumers now say they ignore calls from unknown numbers “often” or “very often”.‘ Texts, on the other hand, have an almost 100 percent open rate. Over 60% of phone users open an SMS within just 3 minutes of receiving a notification, and 58% reply within 5 minutes.
SMS/MMS text messaging also remains the most used method of instant communication: 59% of phone users prefer text messaging via native SMS phone software over other apps. Further studies are being completed, especially with regard to business communication 90% of leads would rather receive an SMS than a call.
But even as the mobile communications landscape has changed, businesses have not followed suit: while 76% of businesses now email their customers and nearly 100% call them on the phone, Only 14% of businesses text customers.
But its value speaks for itself: Conversion rates for SMS marketing average between 30-45%. This is in stark contrast to other prominent marketing channels — only 2% of cold calls result in meetings, and conversion rates for email, SEM advertising, and social media ads are 3.26%, 3.17%, and 9%, respectively .21%.
So what’s stopping businesses from adding SMS to their marketing plans? Logistical setbacks could be one reason – especially if their landlines aren’t text-enabled. Other challenges such as manual admin work or lack of accountability when using personal devices could also be to blame. However, many of these challenges and the like can be mitigated by business SMS software providers.
Captivated Business Texting is one such provider. Elly Seitz, director of product marketing at Captivated, says of SMS business messaging, “The problem with texting from your own phone is that your personal number is shared with whoever you do business with — regardless of whether Whether you’re a corporate BDC, a shipping engineer, or a self-employed network marketing manager — it can be awkward.
That’s a benefit of Captivated: you’re protected behind a business number, but our app still sends your messages to your customers as text, so it feels personal and authentic. It’s also a step up from texting in person, as our app is enterprise-wide so you can create team calendars or see each other’s conversations, and there’s a sense of community and accountability that traditional texting doesn’t have.”
Another benefit of business texting software could be efficiency. Seitz notes, “With Captivated, you can take bookings, submit forms, set up keyword routing, and send out ‘campaigns’ to large customer lists [where you type the message once, and it delivers to each individual as a personal text]. You can even create automated workflows – so follow-ups, subscription refills or survey requests can be sent automatically, reducing friction and administration; Clients could even check in for appointments using workflows. Beyond the desktop app, our Chrome extension helps with CRM integration, and our mobile app is as easy as regular texting. In general, we offer much more flexibility than texting alone would offer, while still delivering the level of convenience customers are used to.”
It’s important for businesses to keep up with the growing need to communicate faster and more efficiently. Regardless of size or industry, SMS is an important way for businesses to build stronger connections with customers.
Name of the company: Captivating business SMS
Interlocutor: Bryan Anderson
E-mail: Send e-mail
Phone: (317) 316-3188
Country: United States