Virtual PBX Featured Article

Business Texting Draws in Consumers

November 23, 2022

By Greg Tavarez - Virtual PBX Editor

Social media apps, entertainment apps and games are just a few reasons why consumers cannot separate themselves from their smartphones. That said, consumers are not too fond of being interrupted by a phone call while focusing on something they enjoy, especially if the phone call is from an unwanted caller.

So naturally, text messaging has become a preferred method of communication. In fact, 70% of consumers say texting is the fastest way to reach them, according to Text Request’s 2023 State of Business Texting Report.

It’s not only communicating with friends and family through text messages consumers prefer, though. They prefer to use it for brand interactions, too, including shopping and handling payments. Think about it. No one wants to pick up the phone and be put on hold for 40 minutes to an hour. With business texting, customers can send their messages and get back to doing whatever they were busy with while the business responds, instead of having to wait for an agent.

Whether it’s for a payment or sales inquiry, business texting is convenient. It’s also becoming increasingly popular: 80% of people have texted with a business and enough of them have had good experiences that it’s become an expectation. Consumers do not forget about convenience, so businesses that do not offer business texting risk losing customers. After all, customers are increasingly likely to stop doing business with brands after a single poor experience – and it’s easy to believe that some may consider not being able to text a poor experience.

“Customers want to text with businesses for sales inquiries and paying their bills, even for promotions and other marketing messages,” said Text Request Vice President of Marketing Kenneth Burke. “If I had to give businesses one tip to drastically increase their profits in 2023, it's this: Text for sales and payments."

Nine out of 10 consumers want business texting as an option. Give them the option to schedule appointments and make payments through text and businesses will enjoy the benefits of happier customers. To drive business success even further, send out promotions and discounts through text messages, creating an end-to-end messaging experience.

Edited by Erik Linask



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