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Top SMS Trends for 2023 Old Trends Still Trending Gaps and Opportunities Challenges to Texting Business Texting Myths Methodology 201 Texting Stats for 2023
Report

2023 State of Business Texting Report

Business texting is booming. We can see that from Google search trends and our own internal data, but we wanted to dive deeper.

What does business texting look like to those actually doing it, and what trends can we expect to bloom throughout 2023? We surveyed over 1,000 people to find out three things:

  • What do consumers want?

  • What are businesses doing?

  • Where are the gaps that need to be filled?

This report answers those questions and more to create a clearer picture of the state of business texting in 2023. We’re also providing action steps based on this data to create better customer experiences and drive revenue.

Sound good?

We know you’re going to skim this, so we’ve made skimming easy, but the most interesting details are in the paragraph descriptions.

If you're on a computer, use the outline in the top left to jump around. If you just want the stats, scroll down to the Texting Statistics section at the bottom. There are plenty.

What is business texting?

Business texting is sending and receiving texts professionally as an organization, typically through your office phone number, and typically using a business texting service like Text Request. Think of it like your business email or a shared inbox, but for texting.

This is what we have in mind as we talk about all the data and insights below. For answers to common questions and help texting successfully, view our Complete Guide to Business Texting.

Top 3 Texting Trends for 2023

These are the biggest business SMS topics you need to pay attention to, and what you should do about them.

1. Commerce isn’t just mobile, it’s conversational.

The biggest new trend we’re seeing is that consumers want to buy things through text. “Conversational commerce” is the buzzword we’re supposed to use, but the down-to-earth version is three things are happening:

  • Prospects are texting with sales reps about products and services

  • Customers are asking for payment reminders and bill pay options through SMS

  • Businesses are getting comfortable taking payments through text

The entire transaction is happening via SMS, and everyone involved is having a good experience. Prepare to hear “text-to-pay” more in 2023, and to see more sales and billing teams add texting to their communications mix.

Not included in this data but worth noting, “text-to-give” for nonprofit fundraising has been increasing in both popularity and effectiveness.

Notable Statistics

text-messaging-trend-people-want-to-text-for-payments

2. Texting is categorically more convenient than talking.

The #1 write-in answer for “Why did your organization start texting?” was “convenience.”

Business leaders have grown tired of playing phone tag with customers and employees, and have turned to texting to get responses. “Convenience” is a bit of a catchall, though, so let’s break it down.

People tend to enjoy texting more than other forms of communication. Phone calls are interruptive, and email is viewed as overkill for many communications, but a text fits smoothly into people’s days. It doesn’t have to be responded to immediately, and takes little effort when you’re ready.

80% of people have texted with a business before, and enough of them have had good experiences that it’s become an expectation. We’re seeing consumers quietly refuse to work with businesses who do not offer this convenience, and we’re seeing businesses having to text just to get their work done.

Consumers do not un-learn convenience, so we expect this trend to gain speed. 2023 will give us a sweet spot where texting with customers is a competitive advantage but not yet oversaturated.

Notable Statistics

  • 88% of people want to receive appointment scheduling texts from businesses

  • 77% of people want to text for customer service

  • 70% of people say texting is the fastest way to reach them

  • 67% of businesses started texting to get faster responses

text-messaging-trend-people-want-to-cut-phone-calls

3. Significantly more businesses will be texting soon.

Business texting is a relatively young market, but we now expect 2023 to be a bumper crop of a year. A few reasons why:

  • Increasing referrals and chatter around business texting services

  • Heavier investments in telecommunications infrastructure to verify and deliver business messages

  • Business buyers are making decisions faster and with deeper planning

Having more businesses and other organizations texting is great for providers like us. It also means you need to act now. Implement or expand your texting strategy, so you can strengthen customer relationships before competitors have a chance to work their way in.

Notable Statistics

  • 98% of people texting would recommend it to another business

  • 42% of those not currently texting in their organizations are actively working to implement it, or are planning to implement it this year

  • The average business that’s texting is doing so for 3+ use cases, more than in past years

text-messaging-trend-more-businesses-are-texting

Old Trends Still Trending

There’s a fair argument to make that these are no longer “trends,” but simply the new state of customer engagement.

1. Texting is the fastest way to reach someone and get a response.

Most people say texting is the fastest way to reach them, and there are two interesting developments.

Fewer people read every single text. We think that’s because of an increase in texts being sent by political groups and spammers. That also fits with the reasoning behind 10DLC carrier regulations enforced in 2022 (for details, view our 10DLC regulations guide).

People are better at filtering distractions. There was a time when nearly every text was read almost instantly. Then people realized how distracting that was. Now they tend to take breaks to check notifications. You’re still going to get a response, you may just need to wait a bit longer.

Notable Statistics

  • 70% say texting is the fastest way to reach them

  • 42% of businesses say the most effective way to reach customers is texting

  • 64% of people read texts within a few minutes

  • 68% of people read every text they get, even the spam

text-messaging-trend-texting-is-the-top-communication-channel

2. Most people want to text with businesses.

We’ve seen this hold steady for about five years. Some people do not want to text with a business, and that’s fine. Most people do, and that means businesses need to enable it as a communications channel.

We also find it interesting that 90% of people want to text a business, yet only 80% of people have. There’s still room to delight customers with new experiences.

Notable Statistics

  • 90% of people want to text a business

  • 84% want to receive texts from a business

  • 58% of people text with a business at least once a month

text-messaging-trend-people-want-to-text-your-business

Biggest Texting Gaps and Opportunities

There’s a mismatch between what consumers say they want, and what businesses are offering. This section highlights those gaps, and shows how to close them.

1. The #1 thing consumers want to text for is appointment scheduling.

Gap: 88% of consumers say they want to receive texts about appointments, yet only 62% say that their businesses are texting for it.

Perhaps appointment scheduling isn’t relevant to some industries, but it is relevant to at least 90% of those represented in this survey. Other research shows that the main reason people miss appointments is because they forgot, and that those missed appointments are costing on average:

  • Primary Care Doctor - $186

  • Cleaning Service - $120

  • Accountant - $150

  • Salon - $80

  • Lawyer - $300

Making phone calls and leaving voicemail for appointment reminders is time-consuming and relatively ineffective.

text-messaging-gap-people-want-to-text-for-appointments

Opportunity: Text for appointment reminders, and prompt customers to schedule their next appointments as appropriate, such as when they’re overdue or for seasonal services. It’s a quick way to add more revenue while cutting costs.

Using Mass Texting and Merge Fields to personalize each text will come in handy here. This will also create the experiences customers say they want.

2. Customers want texts related to payments.

Gap: 69% of consumers want to receive texts for bill pay and payment reminders, yet only 30% of people said their companies are texting for anything related payments.

This is perhaps the most important gap we’re seeing in business, even outside of texting. It directly affects your ability to take in revenue—what’s more important than that? (Acceptable answers include “taking care of your people,” but even that relies on bringing in revenue.)

text-messaging-gap-people-want-to-text-for-appointments

Opportunity: Add texting into your billing and collections workflows. Examples include sharing invoices through text, sending links to pay online through text, texting payment reminders, requesting payment entirely through text, and texting customers to update their payment info when credit cards expire.

For help accepting payments securely through text, view our Payments feature. For help fitting texting into your invoicing workflows, view our integrations with Quickbooks, Square, and Clio.

3. Businesses want someone to manage texting for them.

Gap: 21% of those not currently texting said they’d be motivated to start if someone managed it for them. An additional 15% said they’re motivated but haven’t done it yet, and another 10% said they need someone to show them how.

People can’t do everything—we can all relate to that—but about half of those not currently texting likely would use the channel if someone managed it for them.

text-messaging-gap-businesses-are-motivated-to-text

Opportunity: Managed services companies like marketing agencies, virtual assistants, IT firms, and other outsourced business development and operations businesses need to add texting to their list of offerings. There’s clear demand, and an easy upsell.

To explore this opportunity further, view our Partners Program.

Another opportunity is for individuals to develop skills creating successful SMS campaigns and workflows. These skills will be an increasingly in-demand.

4. More businesses should text for promotions and discounts.

Gap: This one surprised us, and it may surprise you, too. 52% of people want to receive texts from businesses about promotions and discounts, yet only 29% of people say their businesses are sending these texts.

A common misconception is that promotional texts are only for retail businesses, but there are opportunities for all.

text-messaging-gap-people-want-to-text-for-promos-and-deals

Opportunity: Send periodic texts for promotional purposes. Examples include:

  • Inviting past customers to schedule their next appointments

  • Telling customers about new services

  • Nonprofit and educational fundraising

  • Reminders about important deadlines

  • Discounts, or incentives for taking an action

  • Prompts or reminders to register for or show up to an event

People want these texts, and they’ll bring your organization needed revenue, so text away!

Major Challenges to Texting as a Business

Everything’s easy when you know what to do—the tough part is figuring it out, but we’re here to help. These are the major roadblocks we see keeping businesses from implementing a solid texting strategy, along with recommendations to kick those roadblocks to the curb.

1. Getting supervisor buy-in.

The #1 reported reason why businesses are not texting is it’s “someone else’s decision.” From the write-in comments, “someone else” typically refers to the boss. We know texting can be valuable, so we’re going to help you sell your supervisor on texting.

Proposed Solution

This is the 5-step framework we’ve seen work for others:

  • Define the goal

  • Illustrate the problem

  • Present your solution (texting)

  • Show how to implement it, including costs and timeline estimates

  • Estimate the return on investment, and any additional benefits

Example: Let’s say the goal is to close more signed contracts, and the problem is your phone calls and emails asking clients to sign and pay are not working. You can’t get a response. You think texting will work, because the few times you text clients from your personal cell phone, they respond quickly, and some even reach out to you through text.

You checked out Text Request’s pricing, and think $59/mo is well worth it if you sign even one additional contract, though you’d expect to sign several more. You can have an account set up and several users fully trained within a few days, easy, if not day-of.

Extra benefits include texting from a business line that’s actually secure and compliant, because texting from a personal cell phone is not. Plus, if and when employees leave, all of that data stays with you.

If it’s helpful, share this report, view a demo, reference our security page, and feel free to contact us for anything you may need.

how-to-convince-your-boss-to-try-text-messaging

2. Compliance and getting customers to opt in.

Compliance and contact opt-ins tend to be two sides of the same coin, so we’re covering both here. We’ll also cover what to do if your contact phone numbers are all landlines.

Note: We are not lawyers and this does not constitute legal advice.

Most organizations can text compliantly. Notable exceptions include those in the hemp or cannabis space and those in third-party debt collections. There’s too much nuance for texting in those industries to cover here, so we won’t. But you should know that texting in healthcare and financial services can be fully compliant, and is often encouraged.

Proposed Solution

Compliance: Big picture, it only takes three things to text compliantly.

  • Contacts need to opt in to messages from you

  • Contacts need to be told how to opt out at any time

  • All data needs to be encrypted in transit and at rest

Text Request takes care of these three things for you, so you’d have to go out of your way to text non-compliantly. If you like, you can include a link to your disclosures in the text. We also have HIPAA compliant texting accounts, specifically.

A few things you can’t do when texting compliantly:

  • Buy a list of contacts, or text random numbers

  • Text people who’ve opted out

  • Delete your data

Opt-ins: You’re allowed to contact customers and employees who’ve given you their contact info. After that, a few quick ways to get people to opt in:

  • Create an opt-in keyword like VIP, and tell people what they’ll get for subscribing. Then promote this through your standard channels, ongoing.

  • On your contact forms, add a field for “Cell Phone” and a disclosure that by giving you their contact info you are allowed to contact them.

  • Prompt people to text you. E.g. on your website or in store, say “Text or call us at… for…”

For more ideas and a full strategy on getting opt-ins, view our guide to building an SMS subscriber list.

three-compliant-ways-to-get-text-message-opt-ins

Contact numbers are landlines: First, just ask us to scan your contact list. We’ll tell you how many of those phone numbers are cell numbers, and how many are landlines. That way you know exactly where you stand.

Second, you will need to either reach out to contacts to get updated contact info, or begin asking specifically for cell phone numbers on your forms. We recommend both.

3. Determining return on investment.

56% of people said they’re not able to track ROI on their texting efforts, yet the vast majority of use cases should provide a clear return. We don’t see this as a complaint from survey respondents, but we know “that which gets measured gets better.”

From this, we have one recommendation and one takeaway for our own platform.

Proposed Solution

Recommendation: Managers, share your business reasoning with employees. How much time or money do you save or make by doing this? Employees are more engaged and effective when they can see the “why” behind their actions, and can tie those actions to clear results.

Takeaway: We know it’s valuable to track return on investment. There’s room for us to add more tools and resources into Text Request to make tracking and reporting easier for all users, not just account admins.

Business Texting Myths That Need Busting

1. Texting is only for B2C, not B2B.

A quote from one of our survey respondents lines up with what we sometimes hear in other conversations: “I can see value for B2C, difficult for B2B.” However, the data disagrees.

B2B buyers increasingly expect B2C experiences. Business buyers are also average consumers outside of work. 80% of them have texted with a business before, and it’s increasingly becoming an expectation.

Many of the same use cases that apply to B2C also apply to B2B. A few examples include:

  • Appointment scheduling during sales, customer service, and hiring processes

  • Payment reminders and collections (bill pay)

  • Upsell and new service promotions, as applicable

  • Customer service and general communications

Everyone texts, so can every business.

2. Businesses only text for mass marketing.

We sometimes hear “I’m not sure how text marketing would work [for us].” It also showed up in survey responses. What’s interesting is that we do not talk about text marketing in these conversations. The other person assumes texting is for marketing purposes only.

29% of people said their businesses are texting for marketing and promotions. Meanwhile, the top use case is customer service—back and forth conversations about accounts, support, product ordering, appointments, and all the questions that come up along the customer journey.

Our report shows most businesses text for customer conversations and quick updates, not marketing. Business communications in general have shifted from phone calls to text messages.

3. Texting only works for younger demographics.

Has someone said your employee base is “older” and therefore doesn’t text? We now have data to show that’s false.

  • Adults 26–65 years old read the same number of texts

  • An equal percentage of adults from 36–65 say texting is the quickest way to reach them

  • 50% of adults 65+ years old say texting is the quickest way to reach them

  • Adults 46–55 years old are actually the most likely demographic to read more texts faster

All generations text. You do your organization a disservice by excluding it.

text-messaging-work-across-all-generations

Methodology

We created a survey with three sections: texting as a consumer, texting as an organization, and demographic info. We shared this survey with our customers, non-customer subscribers, and others with similar psychographic and demographic profiles. We used Typeform to create the survey, which estimated it would take five minutes to complete, and offered one entry to win $1,500 for completing it.

We distributed the survey through Text Request in-app notifications, email, and across social media platforms (LinkedIn, Facebook, Instagram, and Twitter), both organically and through ads. We collected data between October 11, 2022 and November 1, 2022. Most responses came from in-app notifications and email, and mostly from existing customers (80%).

All responses were verified for accuracy and completeness. After removing unverified submissions and multiple responses from the same contacts, we collected 1,004 unique responses representing 866 unique organizations. Respondents also represented at least 11 roles in 17 industry categories across the United States and Canada. Two respondents reported as being Under 18 years old, 24 respondents reported being 65+ years old, and the rest fell between 18–65 years old.

All data is based on self-reporting. We recognize this creates room for human error, however, there is no way to get objective facts for many of these questions, such as “How quickly do you read texts?”

Data We Didn’ t Include and Why

We asked every respondent one question, but left it out of the report. “Which channels does your organization use to reach customers and other contacts?” The top four responses were 92% for email, 90% for phone calls, 87% for text messaging, and 60% for social media.

On the surface, it looks like most businesses are already texting—almost as many as are calling and emailing. However, 80% of respondents were existing customers, and we felt that might skew the data. While it’s interesting that many non-customers are already texting, we did not think it accurately represented the state of the industry, so we left it out of this report.

Other questions we did not ask include:

  • Why wouldn’t you read a text?

  • Why would you choose to text [in certain situations]?

  • How many texts do you send and receive each day?

  • How many contacts does your business text in a given time period?

  • How many texts does your business send and receive each day (or month)?

We did not ask these and related questions for three reasons:

  • We wanted to keep survey time-to-complete to five minutes or less

  • These questions do not get at the heart of what consumers want and how businesses are responding

  • It’s tough to get accurate data for these questions from self-reporting, though we could from internal reporting

Future studies will build on this report, and we’re likely to ask some of these “missing” questions then.

201 Texting Statistics for 2023

How many texts do people read?

  • 69% of people read every text they get

  • 13% of people read 9 out of 10 texts they get

  • 8% of people read 8 out of 10 texts

  • 4% of people read 7 out of 10 texts

  • 2% of people read 6 out of 10 texts

  • 2% of people read 5 out of 10 texts

  • 2% of people read less than half the texts they get

By age range

18–25 years old:

  • 62% of people 18–25 years old read every text they get

  • 16% of people 18–25 years old read 9 out 10 texts

  • 9% of people 18–25 years old read 8 out 10 texts

  • 7% of people 18–25 years old read 7 out 10 texts

  • 5% of people 18–25 years old read 6 out of 10 texts

  • 1% of people 18–25 years old read 5 out of 10 texts

  • 0% of people 18–25 years old read less than half the texts they get

26–35 years old:

  • 69% of people 26–35 years old read every text they get

  • 13% of people 26–35 years old read 9 out of 10 texts

  • 7% of people 26–35 years old read 8 out of 10 texts

  • 4% of people 26–35 years old read 7 out of 10 texts

  • 1% of people 26–35 years old read 6 out 10 texts

  • 3% of people 26–35 years old read 5 out 10 texts

  • 2% of people 26–35 years old read less than half the texts they get

36–45 years old:

  • 70% of people 36–45 years old read every text they get

  • 11% of people 36–45 years old read 9 out of 10 texts

  • 11% of people 36–45 years old read 8 out of 10 texts

  • 4% of people 36–45 years old read 7 out of 10 texts

  • 1% of people 36–45 years old read 6 out of 10 texts

  • 2% of people 36–45 years old read 5 out of 10 texts

  • 2% of people 36–45 years old read less than half the texts they get

46–55 years old:

  • 71% of people 46–55 years old read every text they get

  • 14% of people 46–55 years old read 9 out of 10 texts

  • 6% of people 46–55 years old read 8 out of 10 texts

  • 3% of people 46–55 years old read 7 out of 10 texts

  • 1% of people 46–55 years old read 6 out 10 texts

  • 1% of people 46–55 years old read 5 out of 10 texts

  • 3% of people 46–55 years old read less than half the texts they get

56–65 years old:

  • 69% of people 56–65 years old read every text they get

  • 15% of people 56–65 years old read 9 out of 10 texts

  • 8% of people 56–65 years old read 8 out of 10 texts

  • 4% of people 56–65 years old read 7 out of 10 texts

  • 1% of people 56–65 years old read 6 out of 10 texts

  • 0% of people 46–65 years old years old read 5 out of 10 texts

  • 4% of people 56–65 years old read less than half the texts they get

65+ years old:

  • 46% of people 65+ years old read every text they get

  • 17% of people 65+ years old read 9 out of 10 texts

  • 21% of people 65+ years old read 8 out of 10 texts

  • 8% of people 65+ years old read 7 out of 10 texts

  • 4% of people 65+ years old read 6 out of 10 texts

  • 4% of people 65+ years old read 5 out of 10 texts

  • 1% of people 65+ years old read less than half the texts they get

How fast do people read texts?

  • 14% of people read texts instantly, as soon as they come in

  • 50% of people read texts within a few minutes of receiving them

  • 19% of people read texts within 30 minutes of receiving them

  • 12% of people read texts within 1 hour of receiving them

  • 3% of people take more than 1 hour to read new texts

  • 2% of people take more than 6 hours to read new texts

  • 1% of people take more than 24 hours to read new texts

By age range

18–25 years old:

  • 15% of people 18–25 years old read new texts instantly

  • 53% of people 18–25 years old read new texts within a few minutes

  • 12% of people 18–25 years old read new texts within 30 minutes

  • 15% of people 18–25 years old read new texts within 1 hour

  • 2% of people 18–25 years old take more than 1 hour to read new texts

  • 2% of people 18–25 years old take more than 6 hours to read new texts

  • 1% of people 18–25 years old take more than 24 hours to read new texts

26–35 years old:

  • 13% of people 26–35 years old read new texts instantly

  • 45% of people 26–35 years old read new texts within a few minutes

  • 22% of people 26–35 years old read new texts within 30 minutes

  • 14% of people 26–35 years old read new texts within 1 hour

  • 3% of people 26–35 years old take more than 1 hour to read new texts

  • 1% of people 26–35 years old take more than 6 hours to read new texts

  • 1% of people 26–35 years old take more than 24 hours to read new texts

36–45 years old:

  • 16% of people 36–45 years old read new texts instantly

  • 49% of people 36–45 years old read new texts within a few minutes

  • 21% of people 36–45 years old read new texts within 30 minutes

  • 9% of people 36–45 years old read new texts within 1 hour

  • 3% of people 36–45 years old take longer than 1 hour to read new texts

  • 2% of people 36–45 years old take longer than 6 hours to read new texts

  • 0% of people 36–45 years old take longer than 24 hours to read new texts

46–55 years old:

  • 13% of people 46–55 years old read new texts instantly

  • 56% of people 46–55 years old read new texts within a few minutes

  • 16% of people 46–55 years old read new texts within 30 minutes

  • 10% of people 46–55 years old read new texts within 1 hour

  • 3% of people 46–55 years old take longer than 1 hour to read new texts

  • 2% of people 46–55 years old take longer than 6 hours to read new texts

  • 0% of people 46–55 years old take longer than 24 hours to read new texts

56–65 years old:

  • 13% of people 56–65 years old read new texts instantly

  • 49% of people 56–65 years old read new texts within a few minutes

  • 19% of people 56–65 years old read new texts within 30 minutes

  • 12% of people 56–65 years old read new texts within 1 hour

  • 5% of people 56–65 years old take longer than 1 hour to read new texts

  • 1% of people 56–65 years old take longer than 6 hours to read new texts

  • 1% of people 56–65 years old take longer than 24 hours to read new texts

65+ years old:

  • 13% of people 65+ years old read new texts instantly

  • 46% of people 65+ years old read new texts within a few minutes

  • 13% of people 65+ years old read new texts within 30 minutes

  • 21% of people 65+ years old read new texts within 1 hour

  • 8% of people 65+ years old take longer than 1 hour to read new texts

  • 0% of people 65+ years old take longer than 6 hours to read new texts

  • 0% of people 65+ years old take longer than 24 hours to read new texts

What is the quickest way to reach someone?

  • 70% of people say a text message is the quickest way to reach them

  • 22% of people say a phone call is the quickest way to reach them

  • 7% of people say an email is the quickest way to reach them

  • 1% of people say a social media direct message is the quickest way to reach them

By age range

18–25 years old:

  • 60% of people 18–25 years old say a text message is the quickest way to reach them

  • 28% of people 18–25 years old say a phone call is the quickest way to reach them

  • 9% of people 18–25 years old say an email is the quickest way to reach them

  • 3% of people 18–25 years old say a social media direct message is the quickest way to reach them

26–35 years old:

  • 67% of people 26–35 years old say a text message is the quickest way to reach them

  • 24% of people 26–35 years old say a phone call is the quickest way to reach them

  • 8% of people 26–35 years old say an email is the quickest way to reach them

  • 1% of people 26–35 years old say a social media direct message is the quickest way to reach them

36–45 years old:

  • 74% of people 36–45 years old say a text message is the quickest way to reach them

  • 19% of people 36–45 years old say a phone call is the quickest way to reach them

  • 5% of people 36–45 years old say an email is the quickest way to reach them

  • 1% of people 36–45 years old say a social media direct message is the quickest way to reach them

46–55 years old:

  • 75% of people 46–55 years old say a text message is the quickest way to reach them

  • 17% of people 46–55 years old say a phone call is the quickest way to reach them

  • 8% of people 46–55 years old say an email is the quickest way to reach them

  • 1% of people 46–55 years old say a social media direct message is the quickest way to reach them

56–65 years old:

  • 73% of people 56–65 years old say a text message is the quickest way to reach them

  • 22% of people 56–65 years old say a phone call is the quickest way to reach them

  • 5% of people 56–65 years old say an email is the quickest way to reach them

  • 0% of people 56–65 years old say a social media direct message is the quickest way to reach them

65+ years old:

  • 50% of people 65+ years old say a text message is the quickest way to reach them

  • 42% of people 65+ years old say a phone call is the quickest way to reach them

  • 8% of people 65+ years old say an email is the quickest way to reach them

  • 0% of people 65+ years old say a social media direct message is the quickest way to reach them

What is the most effective way to reach customers?

  • 42% say text messaging is the most effective way to reach customers

  • 24% say phone calls is the most effective way to reach customers

  • 23% say email is the most effective way to reach customers

  • 5% say social media is the most effective way to reach customers

  • 4% say they do not know the most effective way to reach customers

What do people want to text a business for?

  • 86% of people want to text a business to schedule an appointment

  • 77% of people want to text a business for customer service

  • 46% of people want to text a business for sales inquiries

  • 45% of people want to text a business for bill pay

  • 37% of people want to text a business to give feedback and reviews

  • 24% of people want to text a business for job and volunteer opportunities

What texts do people want to receive from businesses?

  • 88% of people want to receive texts from businesses for appointment scheduling

  • 69% of people want to receive texts from businesses for payment reminders

  • 69% of people want to receive texts from businesses for account status and updates

  • 59% of people want to receive texts from businesses for customer service

  • 52% of people want to receive texts from businesses for promotions and discounts

  • 22% of people want to receive texts from businesses for review and feedback requests

  • 22% of people want to receive texts from businesses for sales inquiries

  • 19% of people want to receive texts from businesses for job and volunteer opportunities

  • 17% of people want to receive texts from businesses about company updates

What are businesses texting for?

  • 71% of businesses currently text for customer service

  • 62% of businesses currently text for appointment scheduling

  • 35% of businesses currently text for employee communications

  • 34% of businesses currently text for automated notifications and updates

  • 31% of businesses currently text for sales and lead generation

  • 30% of businesses currently text for payments and collections

  • 29% of businesses currently text for marketing and promotions

  • 22% of businesses currently text for reviews and feedback

  • 16% of businesses currently text for hiring and volunteering

Why are businesses texting?

  • 67% of businesses started texting to get faster responses

  • 50% of businesses started texting to reach more people

  • 31% of businesses started texting because phone calls and emails were not working

  • 27% of businesses started texting because their customers were asking for it

  • 25% of businesses started texting to increase sales

  • 19% of businesses started texting to re-engage past customers

  • 18% of businesses started texting to get more feedback and online reviews

  • 9% of businesses started texting just to try something new

What is keeping organizations from texting professionally?

  • 38% said their organization is not texting because it’s someone else’s decision

  • 28% said their organization is not texting because they do not know enough about it

  • 23% said their organization is not texting because they haven’t thought about it

  • 13% said their organization is not texting because of price

  • 7% said their organization is not texting because their customers do not want to text

  • 6% said their organization is not texting because they cannot find the right features or platform

  • 6% said their organization is not texting because they do not want to do something new

  • 3% said their organization is not texting because they tried it and had a bad experience

  • 28% said their organization is not texting because of “Other”

  • 5% said their organization is not texting, but individual employees are

  • 4% said their organization is not texting because of compliance concerns

  • 3% said their organization is not texting because they need contact cell phone numbers

How much do people text businesses?

Have you texted a business before?

  • 81% of people have texted a business before

  • 19% of people have not texted a business before

Would you want to text a business?

  • 90% of people want to text a business

  • 10% of people do not want to text a business

Would you want to receive texts from a business?

  • 84% of people want to receive texts from a business

  • 16 of people do not want to receive texts from a business

Of those who have texted a business before:

  • 24% of people text with a business monthly

  • 20% of people text with a business weekly

  • 18% of people text with a business rarely

  • 14% of people text with a business daily

  • 13% of people text with a business every few months

  • 7% of people text with a business a couple of times a month

  • 4% of people never text with a business

What’s the ROI on business texting?

  • 56% of people do not have insight into their return on investment

Of those able to track and report ROI:

  • 26% said their texting ROI is between 1% to 25%

  • 26% said their texting ROI is between 26% to 50%

  • 24% said their texting ROI is between 51% to 100%

  • 9% said they see no noticeable difference

  • 8% said their texting ROI is between 101% to 200%

  • 4% said their texting ROI is between 201% to 500%

  • 2% said their texting ROI is more than 1,000%

  • 1% said their texting ROI is between 501% to 1,000%

Miscellaneous

Would you recommend business texting?

  • 98% of people using business texting would recommend it to others

  • 2% of people using business texting would not recommend it to others

Does your organization have plans to start texting?

  • 58% of those not texting do not have plans to start within the next 12 months

  • 42% of those not texting have plans to start within the next 12 months

Some percentage totals may not add up to 100% exactly due to rounding. Others may not add up to 100% total due to multiple selections.

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