As technology evolves, our methods of communicating with clients should evolve too.  Phone calls, email, and even web chat services are still appropriate and useful, but no other communication method can channel the convenience of SMS text messaging.

No one enjoys waiting on hold and wasting valuable time.  These days, it is rare for a company to answer the phone live on the first ring- instead we are collectively subjected to endless prompts, call center queues, and interesting hold music.

Even when using website chat to communicate with a business, users typically have to answer three or more automated questions before they can actually chat with a human.  Even worse, if the user gets distracted and doesn’t respond in time, the chat window closes and the user has to start all over again. Ughhh.

The business SMS marketing is booming due to these types of inconveniences.  The freshest feature on the block right now is texting- and there certainly is a market for it.  According to SimpleTexting’s 2024 stats—

• 80% of consumers say texting is the most important activity they do on their phones throughout the day.
• Over 90% of consumers text every day, and most check their text messages more than 10 times per day.
• 81% of consumers check their text notifications within five minutes.

Let’s dive into the top 5 benefits businesses are seeing when implementing SMS texting as another support channel for clients.

Phone calls used to be the preferred method of communicating, but now only 11% of people prefer phone calls, compared to 89% prefer texting with businesses.

People are busy!  As mentioned above, waiting on hold or having your web chat time out before you can respond is just not ideal.  With SMS, this isn’t an issue.  You can read and respond to messages at your own pace, and customers can do the same.  There is no timing out or expiring of the messages, so responses can occur at any time during the day.  SMS is an ‘always on’ solution.

Text messaging doesn’t require a huge investment of time- for employees or consumers. Employees are empowered to handle multiple text-based conversations at once including text messaging, web chat and email.  Using messaging services as a secondary support channel increases performance metrics, productivity, and provides the means to help more customers in a day.

Considering 97% of US Adults own a mobile phone, texting is synonymous with fast communication.

Convenience is the number one reason consumers prefer to text businesses for support, but the correlation between brand loyalty and texting could be more than just an efficient means of communication. Since we’ve all been texting in our personal relationships for years, the interaction subconsciously creates a positive and personal connection with the business of whom we are texting. 

The growth of SMS for businesses has exploded in the US and is expected to grow 20%+ compounded annually.  It should come as no surprise that implementing SMS text messaging for support purposes has significant potential to reach more customers while increasing sales and satisfaction rates.  

Interested in implementing a SMS text messaging solution?  Contact ACC Telecom today for more information.

ACC Telecom is a 40+ year veteran in the telecommunications industry.  ACC is a cloud-based phone system and VoIP service provider that offers integrated or standalone SMS text messaging solutions for businesses.  Contact ACC today to be your partner in building a future of communications for your business.