Mobile devices are a lifeline for most people right now, but even under normal circumstances people rely on their mobile devices for all kinds of information. Last year, 69% of people looked up information about products and services while they were inside of stores rather than asking a store associate. Using mobile devices to get information has become commonplace, and businesses that don’t communicate with customers the way they want are likely to be left in the dust.
Consumers Use Mobile Devices For Just About Everything
From managing finances to accessing government services, consumers are really fond of their electronic devices. But, increasingly, those smartphone owners are wanting to communicate via text messaging. In fact, 85% of smartphone owners prefer text messages to calls or emails. More than half of smartphone owners ignore emails completely because their inboxes are overloaded. What’s more, almost a third never listen to voicemail messages.
Text Messages Are What Customers Use And Want
SMS messages are just simpler for a lot of people. 90% of people say they open text messages within three minutes, making this an optimal way for a business to communicate with consumers. SMS text messages have a 98% open rate, as opposed to a 20% rate for email. Response rates are five times higher for text messages than they are for emails, 45% and 6%, respectively.
The response time is even more staggering for SMS messages. The typical response rate for a text message is 90 seconds, whereas the typical response rate for an email is 90 minutes. Response rates for text messages are 60 times higher than that of emails.
In 2019, 68% of businesses used some kind of messaging to keep connected with customers, and now they are relying on this type of communication more than ever.
How Businesses Are Using Mobile Messaging
In retail, mobile messaging is used for a variety of purposes, including sending coupons and sale notifications to customers. Mobile messaging is a crucial part of curbside pickup, which has grown significantly in popularity. Mobile messages are used to confirm an order was received, tell a customer when an order is ready, and for a customer to tell the store they have arrived to pick up their order.
Mobile messaging is used in medical offices to remind patients of appointments, check in for appointments, and remind patients of upcoming tests and more. Some offices are also using mobile messaging for prescription refills and physician questions between visits, which has shown to increase patient satisfaction with their medical providers.
For restaurants, mobile messaging is crucial for a growing takeout business, allowing business and customers to communicate quickly and efficiently. Small order changes and communication about order status can be easily communicated through a quick message rather than taking up the time and resources for cumbersome phone calls.
Consumers Want Mobile Messaging
One in three consumers have sent a mobile message to a business and not received a response, and most of the time it was because the business simply hasn’t activated two-way messaging capabilities.
The fact of the matter is that customers feel better about a business that uses mobile messaging. 65% of consumers say they feel more positive toward a business after a mobile messaging exchange because of a number of factors.
Mobile messaging shows consumers that a company values their time – there’s nothing worse than waiting around for the phone to ring or sitting on hold waiting for someone to help you. The ability to communicate with a business via SMS messages makes customers more likely to choose that business, and it increases the chances of recommending that business to their friends and family.
Communication Is Key
In order for businesses to be successful, communication should take place wherever a customer wants it to, and, increasingly, customers are feeling comfortable messaging instead of making phone calls or talking to people in person. Mobile communication also gives businesses the power to reach customers who aren’t physically showing up in stores with specials to lure them back in or to get them to use curbside pickup services.
Businesses that don’t use mobile communication are going to be left behind. Learn more about the power of mobile communication in business from the infographic below.
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Author: Brian Wallace
Brian Wallace is the Founder and President of NowSourcing, an industry leading infographic design agency based in Louisville, KY and Cincinnati, OH which works with companies that range from startups to Fortune 500s. Brian also runs #LinkedInLocal events nationwide, and hosts the Next Action Podcast. Brian has been named a Google Small Business Advisor for 2016-present and joined the SXSW Advisory Board in 2019.