63 Texting Statistics That Answer All Your Questions

Texting Statistics Answer Questions

Mobile everything has been one of the fastest growing trends this decade. People are on their phones for a slough of reasons at all hours of the day and night. We’ve got elaborations on mobile trends and usage all over our site, and below are all the texting statistics you could ever want! Enjoy.

Worldwide Texting Statistics

1. The number of monthly texts sent increased more than 7,700% over the last decade. (Statistic Brain) (Tweet this!)

2. Over 560 billion texts are sent every month worldwide. (Statistic Brain) (Tweet this!)

3. 18.7 billion texts are sent worldwide every day (not including app to app). (Statistic Brain) (Tweet this!)

4. WhatsApp and Facebook Messenger combine for more than 60 billion messages sent every day. (The Verge) (Tweet this!)

5. 4.2 billion+ people text worldwide. (MBA Online) (Tweet this!)

6. Text messaging is the most used data service in the world. (Nielsen) (Tweet this!)

Daily Monthly Texting Statistics

U.S. Texting Statistics

7. 81% of Americans text regularly. (Pew Research Center) (Tweet this!)

8. Over 6 billion texts are sent every day. (CTIA) (Tweet this!)

9. Over 180 billion texts are sent every month. (CTIA) (Tweet this!)

10. 2.27 trillion texts are sent every year. (CTIA) (Tweet this!)

11. 97% of American adults text weekly. (Pew Research Center) (Tweet this!)

12. America is responsible for approximately 45% of the world’s text volume. (CTIA & Statistic Brain) (Tweet this!)

13. Americans text twice as much as they call, on average. (Nielsen) (Tweet this!)

14. In 2010, almost 200,00 texts were sent every second of the year. (MBA Online) (Tweet this!)

Related: 101 Reasons You Might Text Someone Today

Texting Statistics by Age

15. 91% of teens with cell phones actively text. (Pew Research Center) (Tweet this!)

16. About 50% of adults 18-24 say text conversations as just as meaningful as a phone call. (Experian Marketing Services) (Tweet this!)

17. Adults under 45 send and receive 85+ texts every day, on average. (Experian Marketing Services) (Tweet this!)

18. 77% of students want relevant information from colleges via text. (Cappex) (Tweet this!)

19. 59% of students say a college can text them first. (Cappex) (Tweet this!)

20. Adults 18-24 y.o. send and receive over 128 texts every day. (Experian Marketing Services) (Tweet this!)

21. Adults 18-24 y.o. send and receive 3,853 texts a month. (Experian Marketing Services) (Tweet this!)

22. Adults 25-34 send and receive over 75 texts a day. (Experian Marketing Services) (Tweet this!)

23. Adults 25-34 send and receive 2,240 texts a month. (Experian Marketing Services) (Tweet this!)

24. Adults 35-44 send and receive about 52 texts a day. (Experian Marketing Services) (Tweet this!)

25. Adults 35-44 send and receive 1,557 texts a month. (Experian Marketing Services) (Tweet this!)

26. Adults 45-54 send and receive 33 texts a day. (Experian Marketing Services) (Tweet this!)

27. Adults 45-54 send and receive 998 texts a month. (Experian Marketing Services) (Tweet this!)

28. Adults 55+ send and receive 16 texts a day. (Experian Marketing Services) (Tweet this!)

29. Adults 55+ send and receive 491 texts a month. (Experian Marketing Services) (Tweet this!)

Related: How Many Emails Do People Get Every Day?

Texting Statistics by Age

Texting Statistics by Time and Rates

30. Texting is 10X quicker than phone calls. (Text Request) (Tweet this!)

31. Texts have a 99% open rate. (SinglePoint) (Tweet this!)

32. 95% of texts will be read within 3 minutes of being sent. (Forbes) (Tweet this!)

33. Average response time for a text is 90 seconds. (CTIA) (Tweet this!)

34. Texts have a 45% average response rate. (Velocify) (Tweet this!)

35. College students spend 94 minutes a day texting, on average. (Journal of Behavioral Addictions) (Tweet this!)

36. Texting takes up 33% of Millennials’ mobile usage. (RealityMine) (Tweet this!)

37. Text messages are read in under 5 seconds, on average. (SlickText) (Tweet this!)

38. 96% of smartphone owners text. (Pew Research Center) (Tweet this!)

39. The average adult spends 23 hours a week texting. (USA Today) (Tweet this!)

Related: Why Has Live Texting Become So Popular?

Texting Statistics by Preference

40. 33% of American adults prefer texts to all other forms of communication. (Pew Research Center) (Tweet this!)

41. Text is the most used form of communication for American adults under 50. (Gallup) (Tweet this!)

42. 91% of people who text prefer it over voicemail. (RingCentral) (Tweet this!)

43. Texting is the most common cell phone activity. (Pew Research Center) (Tweet this!)

44. A third of Americans prefer text to phone calls. (Pew Research Center) (Tweet this!)

Business Texting Statistics

45. 78% of people wish they could have a text conversation with a business. (RingCentral) (Tweet this!)

46. 79% of bosses are supportive of texting for business purposes. (RingCentral) (Tweet this!)

Related: 8 Benefits of Texting for Business That You Desperately Need

47. 61% of businesses wish they could send and receive texts from a business number. (RingCentral) (Tweet this!)

48. 61% of contact centers have or plan to offer SMS support by the end of 2016. (Dimension Data) (Tweet this!)

49. 80% of professionals currently use text for business purposes. (RingCentral) (Tweet this!)

50. People prefer text most for scheduling or changing appointments, and making or confirming reservations. (Harris) (Tweet this!)

51. Over half of customers would rather text a customer support agent instead of using other available options. (eWeek)  (Tweet this!)

52. Texting is highest rated contact method for customer satisfaction compared to all other communication channels (Text – 90; Phone – 77; Facebook – 66). (eWeek) (Tweet this!)

53. Over 1/3 of professionals say they can’t go 10 minutes without responding to a text. (eWeek) (Tweet this!)

54. Calls cost customer service centers several dollars per conversation. Texts cost pennies per conversation. (Forrester & ContactBabel) (Tweet this!)

55. 44% of consumers prefer to press a button and initiate a text conversation, rather than wait on hold with an agent. (Harris) (Tweet this!)

56. 75% of people like offers sent via text (but no more than 2/mo). (Digital Marketing Magazine) (Tweet this!)

57. Texting in the sales process with a qualified lead can increase conversions over 100%. (Velocify) (Tweet this!)

58. 72% of business professionals prefer texting to messaging apps. (eWeek) (Tweet this!)

59. Nearly 70% of employees think text should be used for interoffice communication. (Vitiello Communications Group) (Tweet this!)

60. 64% of consumers are likely to have a positive perception of companies that offer communication via text. (Harris) (Tweet this!)

61. 90% of leads prefer to be texted, compared to called. (FranchiseHelp) (Tweet this!)

Related: 7 Simple Steps to Quickly Convert More Online Leads

62. Response rates from text are 209% higher than those from phone calls. (FranchiseHelp) (Tweet this!)

63. Verification rates (positive or “yes” responses) are 295% higher through text, compared to phone calls. (FranchiseHelp) (Tweet this!)

Don’t see something you want? Let us know what texting statistics you’re looking for, and we’ll discover them for you!

How Many Texts Do People Send Every Day?

How Many Texts People Send

If you just want to know the number of texts people send every day, scroll down. Your numbers are highlighted in red. There’s charts, too! If you want details and explanations, keep reading.

Everyone wants to know how many texts are sent and received every day, and who’s doing all this messaging. The trouble is that this specific research is only conducted every several years. Trends suggest the numbers keep rising, but that’s difficult to confirm in between reports.

How many texts do people send every day? It’s not the easiest question to answer, but here’s everything we know.

Note that app-to-app messaging, such as WhatsApp and Facebook Messenger, is not included in this. (Those two combine for over 60 billion messages every day, in case you were curious.)

Global vs. U.S.

In June of 2014, 561 billion text messages were sent worldwide. That’s the most recent number we’ve got. Obviously that’s a rounded figure, but it brings us to roughly 18.7 billion texts sent every day around the world. (Tweet this!)

By the end of 2011, the United States was sending out 6 billion texts every day, or about 180 billion a month. At that same time – end of year 2011 – there were about 395 billion monthly texts being sent worldwide.

In other words, the U.S. was responsible for about 45% of the world’s texts. Not bad for 4% of the world’s population.

Between the end of 2011 and June 2014, global text usage grew from ~395 billion to 561 billion messages per month. That’s a growth of approximately 140%.

Related: 63 Texting Statistics That Answer All Your Questions

If – strong if – U.S. text usage grew by that same figure, then Americans sent 255 billion texts in June of 2014.

With very rough figures, we’ll extrapolate that the most recent data we have shows 8.5 billion texts sent every day in these here United States of America.

How Many Texts Do People Send Every Day

We do know that 81% of the American population are texters – they text at least on a monthly basis. For round figures, the U.S. has a population of 320 million. 81% of our population equals roughly 259 million people who text.

So. If 259 million people are sending out 8.5 billion texts a day, what does that account to? That’s roughly 32-33 messages per day, per person.

From here, we can keep breaking down the numbers by who owns what device and how old they are, but what’s the point? People under 18 aren’t included in a lot of the data, and those over 65 years old hardly do any texting. But we’ll get to that.

This is arguably the best data available, but we can’t say with complete assurance that it’s 100% accurate for today. Take it with a grain of salt.

By Age Group

The best research we have here is from Pew Research Center in 2011. They conducted another very thorough study towards the end of 2014 (released in April, 2015), but for some reason the new one didn’t include the number of text messages sent.

They did, however, show that text/SMS is the single most used feature on a smartphone, with 97% of all smartphone users having texted within the last week.

Related: 101 Reasons You Might Text Someone Today

Coming in second was audio/video calls with a 92% usage rate, and the internet with an 89% usage rate. Think about that.

On mobile devices (which take up the majority of web traffic), people text more than they use the internet. That’s incredible.

Thankfully, in 2013, Experian Marketing Services released this report, breaking down text usage by demographic. Again, it’s been a few years since their report, which might mean the numbers are dated, but it’s the best public information we’ve got.

Per their report, those between 18-24 years old sent and received an average of 3,853 texts messages per month. In a 30-day month, that’s just over 128 messages per day.

As of 2013, American adults between 18-24 sent and received an average of just over 128 text messages per day.

How Many Texts Do People Send Every Day

The next group is adults 25-34 years old, which, admittedly, is a large age group to include. There’s 3 completely different life stages in this, which leads us to believe that the numbers would be skewed between those 25-29 and those 30-34. But I digress.

People in this age range averaged 2,240 sent and received texts per month. Based on a 30-day month, that’s just under 75 messages per day.

Related: How Many Emails Do People Get Every Day?

As of 2013, American adults between 25-34 sent and received an average of just under 75 text messages per day.

Those 35-44 years old sent and received an average of 1,557 text messages per month, which comes out to 52 text messages per day.

Adults 45-54 years old sent and received 998 text messages per month, or about 33 messages a day.

The 55+ group averaged 491 messages per month, translating into 16 text messages per day.

Let’s group some of these together for more a “comprehensive” and easy to remember figure (or just a fun fact to toss around). If we generalize these age groups American adults under 45 years old send and receive an average of 2,550 messages a month, or about 85 text messages per day. (Tweet this!)

Related: 8 Benefits of Texting for Business That You Desperately Need

6 Departments Where Texting Improves Your Business (& How)

Departments Where Texting Improves Your Business

On average, adults under 50 y.o. check their phones 150 times a day, spend about 5 hours doing so, and go through 100+ texts in the process. It's no secret that the majority of today's workforce is mobile dependent (which isn't a bad thing), and that texting is massive.

After 23+ years, it makes sense that texting has become an integral part of business communication and operations. But how, specifically, can the simple text be integrated into daily operations? What would it look like in a formal role? Given below are six departments in every business where texting can be a seamless addition, and prove its value ten times over.

Marketing (No, not your typical text/mobile marketing)

Crucial to marketing is generating leads, and nurturing those leads until they become customers. Then you need to nurture your customers to keep them happy and handy with referrals. When you check in with your friends, what do you do? You shoot them a text. We've applied this same concept to our leads and customers - really everyone - to fantastic effects. But first you need leads.

We know three things. One, 60% of web traffic comes from mobile devices. Consumers are searching for things on their smartphones. Two, people "click-to-call" a business about three million times a day. A simple call-to-action button is incredibly powerful. Three, "sending and receiving text messages is the most prevalent form of communication for American adults under 50" (Gallup, 2014). Customers would rather text you than have to call someone else.

Together, this means that enabling consumers to text your business directly (from their phone, on which they're already viewing your website) with the simple click of a button will equal better numbers. In fact, that's exactly what our customers have found. Texting can be a phenomenal, passive lead generation tool on your website. Once you have leads, you can guide them through your sales cycle.

Sales

Sales is all about ratios. One-on-one texting in a sales environment can lead to an increase of anywhere from 250% to 500% in your conversions throughout your funnel. Here's how.

Let's say you start with 100 leads, and you try to reach them via phone call. 20 (20%) of them will answer your call. 10 of those (50%) will be interested in furthering the conversation. And 2 (20%) will convert. However:

95% of texts are read and responded to within 3 minutes. You text your 100 leads. 95 (95%) answer your text. 47 (50%) are interested in furthering the conversation. And 10 (20%) will convert. You've just boosted your ratios by 500%! Not to mention what this does for your cost per acquisition and sales timeline. If you don't believe us, just ask FranchiseHelp.

Customer Service

You don't have to go far to find that consumers are generally unhappy with customer service. In fact, 89% of the population wants another customer service option. 79% say that they're frustrated with customer service as is. We know people prefer to text. We know consumers are unhappy with customer service. So why not add a text option to your customer service, and make people happier?

If there’s an easier way to do something, people will find it. The company who offers the best experience is the one who will keep the most customers. Don’t let them find a better experience with your competition! Texting keeps customers from waiting on hold (which happens in 86% of calls to businesses). It provides fast results, and it appeals to consumers' preferences.

Even if customer service is not one of your top priorities - even if it’s not where you typically spend money - adding another tool to this department will drastically improve your bottom line. It costs about 7X more to acquire a new customer than it does to keep one existing customer happy. Make your customers happy by letting them text with you for service and support.

Collections

The most common reason we've found for why people neglect to pay up is simply that they forgot about their bill. That's all! Here's a common situation. Emily signs up for an insurance plan. Emily gets an email two weeks before her bill is due, but she doesn't read it because the average person gets over 100 emails everyday. It's not that Emily doesn't care about her coverage, she's just busy.

The company calls Emily to tell her she's late on payments, but Emily doesn't pick up because she doesn't recognize the number. She doesn't listen to the voicemail because nobody listens to voicemail anymore. Emily lapses on her payments, and her plan is terminated. Your business lost a paying customer, and Emily is now at greater risk of the unexpected. It's a lose-lose situation. But with a simple text, this whole predicament could be avoided.

Here's a situation that works well. Let's say it's two weeks before someone lapses - two weeks before you have to drop them as a client for not paying. You shoot this customer a quick text. "Hey! This is so-and-so with Business-You-Use. You're about to lapse on your [product, account]. Please get us [$specified amount$] by MM/DD. Thanks so much! Have a great day. :)" If they have a question, they can just reply to your text. You can even add a direct link to streamline the process. It's a magnificent tool, because it works.

Take it from one of our users, Sarah. She's the VP of a national healthcare brand. They added texting to their collections department (and to their sales team). Three months later, Sarah reported "an increase in collections by thousands a week, and a 66% increase in customer retention." I don't care who you are, that's incredible! Oh, and they also increased sales by 17%.

Internal Communication

Your business is made up entirely of people, at least most of whom need to communicate with each other regularly. Here's the gist of why texting works well, and in what situations texting is a good choice for internal communication.

Do you ever have employees or teams out in the field? Maybe at a job or site away from your main office? Even when they're away, you still communicate with them. Actually, you probably communicate with them more when they're out of the office. You check in with them for updates or details. They do the same with you. If there's a question or a need for some extra tool or file, you reach out to each other. For all of this, texting works great.

It actually works better than calls or emails because it's so much quicker. Texting doesn't interrupt. If you're in the middle of a conversation with someone else, or engrossed in a project, you won't take a call or answer an email, but you'll read a text real quick. That's typical human behavior.

If you're in the office and simply need to ask a quick question to someone across the hall or in a different corridor, you're not going to walk down and talk face-to-face. They might be in the middle of something important. Plus it's entirely inconvenient. If you're a really traditional person, you might email them and wait hours for a response. Or, if you're like most people, you'll just shoot a text and hear back whenever so-and-so isn't tied up.

Compliance

People and businesses communicate through text everyday. It's a staple of life! The only potential problem is that most texting for business purposes is done from personal cell phones.

I'm sure you trust your employees. I hope you're able to! But all of these employee-to-employee and employee-to-client conversations include confidential information. Your business is directly responsible for making sure that information is safe and securely held by only your business.

SMS for Business 101: Internal Communication & Compliance

SMS Business 101 Internal Communication Compliance

You're a business. A business is made up of people. People who communicate with each other to get stuff done. Texting helps you get stuff done, often more efficiently than other methods of communication. Internal communication is no exception.

Through our SMS for Business 101 series, we've been walking through a simple, step-by-step guide for implementing texting into your business in a variety of ways. See, we believe that a management solution for texting is the largest void in business communication. That's why we built our platform. But it's bigger than that.

Everyone texts, but no one is really sure how it fits organizationally. That's what we've been helping you learn. We've been giving you the knowledge and expertise you need to simply and quickly implement texting into your business to improve operations.

We've covered everything from what SMS is to why it's importantgenerating leads to making sales, and customer service to collections. In this piece we'll cover texting for internal communication and compliance. We'll wrap up the series, and you'll be left with everything you need to implement texting completely, on your own, and to use it successfully.

Your business is made up entirely of people, at least most of whom need to communicate with each other regularly. We have a cornucopia of customers who use our system specifically for internal communication. Here's the gist of why texting works well for them, and in what situations texting is a good choice for internal communication.

Do you ever have employees or teams out in the field? Maybe at a job or site away from your main office? Even when they're away, you still communicate with them. Actually, you probably communicate with them more when they're out of the office. You check in with them for updates or details. They do the same with you. If there's a question or a need for some extra tool or file, you reach out to each other. For all of this, texting works great.

It actually works better than calls or emails because it's so much quicker. Texting doesn't interrupt. If you're in the middle of a conversation with someone else, or engrossed in a project, you won't take a call or email, but you'll read a text real quick. That's typical human behavior. Texting's simpler. It's how people function naturally in 2016. The only thing that's missing is ascribing "texting" as a specified step in your operations.

If you're in the office and simply need to ask a quick question to someone across the hall or in a different corridor, you're not going to walk down to talk face-to-face. If you're a really traditional person, you might email them and wait hours for a response. Or, if you're like most people, you'll just shoot a text and hear back whenever so-and-so isn't tied up in whatever they're working on.

People and businesses communicate like this everyday. The only potential problem is that most of this texting is done from personal cell phones.

I'm sure you trust your employees. I hope you're able to! But all of these employee-to-employee conversations include confidential information (not to mention anytime employees might text with customers and clients). Which means your business is directly responsible for making sure that information is safe and securely held by only your business.

You need a business texting tool. This way, everyone can still have their own line (or as many as you want). They can all use it on their desktop during the work day, if they like. You can always look and see who said what to whom at what time. This way, you have 100% compliance and organizational oversight into your business's communications.

Texting is a tool that people naturally use for internal communication. As a business, you have to be able to handle these communications with compliance. Put two and two together, and the only thing you're missing is something simple to manage it all.

SMS for Business 101: Texting for Collections

SMS Business 101 Texting Collections

When you and your business provide a service for someone, it's important that you get paid for providing that service. Duh. That just makes sense.

It also makes sense, then, that collections would hold a relatively important role in every company, particularly those that deal with ongoing payments. As we've seen with several Text Request users, texting can be a very powerful (albeit simple) tool for collections. Here's what we've learned.

One of the top reasons, if not the #1 reason, why people neglect to pay up is simply because they forgot about their bill. That's all! Here's a situation. A family is currently leasing-to-own a set of furniture and appliances. Like many, the prefer not to have an automatic withdrawal set up. They know payment is due on the 15th, but they stay very busy, and completely forget about the bill until several days after it's due. Now the business doesn't have their money, and the customer is charged a late fee. It's an all-around terrible experience.

Here's another common situation. So-and-so, let's call her Emily, signs up for an insurance plan. Emily gets an email two weeks before her bill is due, but she doesn't read it because the average person gets over 100 emails everyday. That's too much for any person to work through so often. It's not that Emily doesn't care about her insurance, but insurance is something you sign up for and forget about until you need it.

The insurance company calls Emily to tell her she's late on payments, but Emily doesn't pick up because she doesn't recognize the number. No one answers phone numbers they don't recognize. She doesn't listen to the voicemail because nobody listens to voicemail anymore. Emily lapses on her payments, and falls out of being your customer. Your business has now lost a paying customer, and Emily is now at greater risk of the unexpected. It's a lose-lose situation.

You can apply a scenario like this to several industries: healthcare/medical, utilities, insurance, rent/leasing, banking, accounting, law - you get the idea.

On the surface, texting is one of the simplest things we do everyday. Perhaps that's why it's so effective. Text message open rates are just short of 100%. Actually, 95% of all texts are opened and read within 3 minutes of being sent. That's incredible! Let's apply that to a collections situation.

One of the top reasons why people don't pay bills is because they simply forget. People are human. They make mistakes everyday. Your business shouldn't have to suffer because of a customer's mistakes. Your business - probably your accounts receivable or collections department - keeps an active list of who's up-to-date on their payments, and who's not. Use this!

Here's a situation. Two days before the payment deadline, you send everyone who hasn't paid a quick text message. "Hey! This is so-and-so with Business-You-Use. Just wanted to give you quick reminder that your bill is due in two days on MM/DD. Thanks! Have a great day. :)"

This is polite. It's personal. It's subtle. It's effective. Virtually everyone you text will read this within minutes, and most will take action. Congratulations! You've just significantly boosted your collections. If anybody has questions, they can text you back. You could even put a direct link to their account's payment/billing page within the text. It's amazingly convenient!

Another option is to send a text before someone lapses - before you lose them as a client. Here's another situation. Two weeks before you'll have to drop someone as a client, let's say, you shoot them a quick text. "Hey! This is so-and-so with Business-You-Use. You're about to lapse on your [product, account]. Please get us [$specified amount$] by MM/DD. Thanks so much! Have a great day. :)" Again, if they have a question, they can just reply to your text. You could even add a direct link to streamline the process. It's a magnificent tool, because it works.

Take it from one of our users. Sarah is the VP of a large, national healthcare brand. They added texting to their collections department (and to their sales team). A few short months later, Sarah reported "an increase in collections by thousands a week, and a 66% increase in customer retention." I don't care who you are, that makes a tremendous impact! Oh, and they also increased sales by 17%. For more on using texting for making sales, reference this.

Texting is effective, efficient, and - maybe best of all - really inexpensive! Collections is an incredibly important part of your business, its growth, and its sustainability. Why wouldn't you include texting in that?

SMS for Business 101: Texting as a Customer Service Tool

SMS for business 101 Texting Customer Service Tool

89% of the population wants another customer service option. Not much less than that (79%) are actually frustrated with current customer service options. People are displeased with customer service. This is nothing new.

We've been going through a crash course in how SMS/texting can and should be used in the business world. People text literally hundreds of times a day for hundreds of reasons. With its prevalence and preference, it makes sense to implement texting as a formal business tool. That's what we're here to help you do. This week is all about using texting as a customer service tool. Let's dive in.

People love to text. More than that, people are disgusted by calling a customer service line. Why shouldn't they be? You call. You press a few buttons to send you to the right person or department. You accidentally hit the wrong button and have to start all over again. Once you finally get through to the right place, nine times out of ten you have to wait on hold. If you do get to speak with someone in customer service, you have about a one in five chance of hanging up satisfied. It's an abysmal experience.

But not with your business, right? Your customer service representatives pick up immediately every time. They're always super polite, and help everyone with a cool demeanor. You have no dissatisfied customers. You always get golden reviews. 100% of companies deal with customer service issues. 99.9% of them create dissatisfied customers (who then leave) at some point.

There's two types of companies who actually care about customer service. There's the mom-and-pop places, where they've spent a lifetime building individual friendships with their customers. Then there's the customer-service-first businesses like Zappos and most of Virgin Group, who do so well they're usually bought out.

Chances are you don't belong to either of these two groups. Chances are you have a customer service team, and you have the occasional unhappy customer. But that's okay because other parts of your business do well enough to make up for it, right?

Even if it's not your #1 priority, customer service should be at the top of the list. It costs a company, on average, seven times more to acquire a new customer than it does to keep one existing customer happy. You should do the right thing anyway, and always treat customers with grace and respect. But even if that's the last thing you care about, think of your bottom line!

At the heart of it, texting is an option many customers would prefer. Sure, not everyone would only text you as soon you added the service. But some will. As more and more customers learn about the option, they'll use it more. If you do it right, they'll refer you and this text option to their friends, etc. This is what we've seen time and time again with our own users.

Remember, these people are unhappy with current customer service options. If done right, texting is the solution to consumers' complaints! Texting is super quick. 95% of texts are read within three minutes. This negates the hesitation that someone will be stuck on the phone for God only knows how long. Text, and move on.

If your service team implements texting appropriately (i.e. follows our recommendations), every customer that texts in can have an appropriate response or follow up step attached to them or their file within minutes. For customers, this is a far better alternative to sending an email and praying you get a response within the week. This makes customers happy, which puts more money in your pocket and boosts your brand. It's quick. It's convenient. It's personal. It's natural.

Texting is a great customer service tool, in part, because it's digital. Everything about it can be tracked. You can see which CSR said what to which customer at what time about whatever topic. All this information can be kept in your CRM or whichever customer management tool you use. You can place a textable number on your website under the customer service section or inside a customer portal. This makes any "clicks" on that number trackable, and you place a great customer service option right where customers need it. (This also works great as a lead generation tool.)

Have you ever tried explaining what something looks like over the phone? Why not just snap a quick photo of what you're trying to explain, and text it to the customer service team? "This is what I'm looking at. How can I fix it?" For both the customer and the CSR, this is a dream! It saves time and keeps people happy.

The company who offers the best customer experience is the one who will keep the most customers. They will be the ones with all the happy customers. The majority of consumers want another customer service option. The majority of businesses have a customer service system that is painful at best.

Consumers, particularly those under 50, prefer to text. Texting is 100% trackable, and can be used to give customers what they want, when they want, and how they want it. Texting is such a great customer service tool that it's frankly inexcusable for any business not to be texting.

SMS for Business 101: Making Sales with Texting

SMS for Business Making Sales with Texting

Last week we walked through using SMS/texting as a lead generation tool. That's a great way to harness texting, but leads aren't worth much unless you turn them into sales. That's why this piece covers making sales with texting.

To be clear, when we say "making sales" we'll be referring to the process of helping leads through the sales cycle to purchasing. We will not be referring to mass-texting coupons and discounts to get people on your website and in your store. That's something you can do, but that's not what we're focusing on. We're focusing on managing the world's most preferred form of communication to more efficiently turn qualified leads into paying customers.

Getting a lead through text doesn't necessarily mean you should neglect other ways of making sales. And getting leads through forms or referrals doesn't necessarily mean you should only follow up with them through text. Texting is simply another tool in your sales arsenal to help close leads faster.

You have a lead. That means you should have their phone number and permission to contact them. Less than 10% of people answer calls from toll-free numbers. About 15% are willing to answer calls from numbers out-of-state. Less than 30% of people will answer calls from a local area code. This research should feel startling to you, because phone calls are typically the first method a business uses to contact leads. You have to communicate with leads to close them. If only one-in-five calls picks up, you're already at a disadvantage.

When making sales, it's all about your ratios. That's how you know what works, what doesn't, and what people need to shoot for. Phone calls simply don't work. Let's use cross-industry averages for an example.

If you have 100 qualified leads, 20% of those leads will answer your phone call. 50% of the leads you speak with will be interested in a more in-depth consideration of working with you. About 20% of those who expressed interest will finally purchase from you. This is what your sales ratios will look like if you're just making phone calls to leads.

You started with 100 qualified leads. 20 of those leads talked with you. 10 of those leads were interested enough to consider purchasing after they learned more. 2 of those qualified leads finally bought. You have these severely low rates because you can't reach them.

Companies with larger budgets are able to combine phone calls with complex email drip campaigns, IP tracking, and social ads to boost their ratios as high as 20% (20 purchases out of every 100 qualified leads). But these conversions take time - often a year or more - and cost exponentially more to put in place. They're effective, but they're still not very efficient.

The central problem with relying on phone calls (and even emails) for making sales is how little people choose to communicate and engage with others through them. Making sales is difficult because you can't reach people. Now let's see what it would look like if you texted leads to follow up with them.

95% of texts are read and responded to within 3 minutes. You have 100 leads. You text each of your 100 leads. You reach 95% of them. Just like with our phone call scenario earlier, 50% of those you reach want to have a more serious look at purchasing from you. About 20% of those interested will buy.

Out of 100 leads, you reached 95 of them. Within 3 minutes, 47 leads have told you they're seriously interested. Between 9-10 of those 100 leads will end up purchasing from you. Now you've boosted your sales ratios by about 500%, simply because you're able to reach more people more quickly. This has profound effects on your revenue, and your cost per acquisition (sale). If you do have a larger budget, you can use some of the more complex methods used above to boost this significantly more!

Making sales with texting is not a difficult move to make. All you do is start following up with leads through text instead of through calls. You can still keep people on newsletter lists, still call them, etc. But now you're not wasting any of the qualified leads you've worked so hard to get, nor are you wasting hours and hours of employees' time trying to reach those leads.

Texting is a great tool for making sales. Maybe you handle the entire sales process through text, maybe not. The most important thing is that with texting you're able to reach who you need to reach. You've got the chance to boost your ratios by 500%. You'd be crazy not to try that, right?

101 Reasons You Might Text Someone Today

101 Reasons You Might Text Someone Today

Ever wonder how many reasons we come up with to text someone every day? Or how many reasons we come up with just to check our phones?

On average, you and I and everyone else check our phones 150 times each day. That’s an incredible number of times to do anything in a day! But it’s as natural to us as blinking and breathing. (Tweet this!)

We check our phones without even thinking about it, all the time. That’s not a bad thing. I’d actually argue that it’s a good thing!

Can't Go Without Cell Phone

We use our phones for dozens of reasons every day, from emails to games, social media sites to checking the weather, catching up with friends to news and generally surfing the web.

About 60% of all web traffic comes from mobile devices. The majority of emails are read from a mobile device.

Plus, people under 50 go through over 85 texts every day, making text messaging the “most prevalent form of communication for American adults under 50.” (Tweet this!)

In fact, just between the top three platforms for instant communication – text messaging, Facebook messenger, and WhatsApp – about 80 billion messages are sent everyday! That’s amazing! But it does make you wonder.

If over 80 billion messages are sent every day, what could people possibly be saying? How many reasons could there possibly be to text someone?

Well, there’s plenty! Obviously. Look through your text/IM history, and I’m sure you can find a dozen reasons why you’d text someone as quickly as you could open a message thread.

Thanks Phone Will Arnett

Whether it’s professional or personal, for business or pleasure, there are countless reasons why you might text someone.

To prove this, our team took out our phones, looked through our text conversations from the past week, and came up with this list of 101 reasons why you might text someone today. Let’s dig in!

You might text someone today…

1. To catch up with an old friend.

Hey Friend, how are you? What’s new?

2. To schedule a meeting.

Does Tuesday at 10am work for you? If not, what about Thursday at 2pm?

3. To ask someone out on a date.

Would you like to, maybe, I don’t know, go out with me sometime?

Related: How Many Texts Do People Send Every Day?

4. To ask for directions.

How do I get to your house (or business)?

5. To ask what time so-and-so starts.

Hey, what time’s the game tonight?

6. To ask for someone’s number.

Could you just text me their number?

Text Someone What's Your Number

7. To ask for an address.

Just text me the address.

8. Because it’s noisy around you, and you can’t hear clearly.

Outside. Can’t hear. What’s up?

9. Because you’re in a meeting, and can’t talk.

Like when John starts rambling for the umpteenth time. Get it together, John!

10. Because you currently have poor cell service, and it’s the only way to say what you need.

Like anywhere with a higher-than-normal concentration of people (ball games, conventions, concerts, etc.).

11. To ask them what they want for dinner.

I don’t care. No, not that. Or that. Or that… You pick.

12. To reschedule a meeting or coffee date.

Any chance we could take a rain check? Having car trouble, and the mechanic can’t get to it till Wednesday.

Related: 8 Benefits of Texting for Business That You Desperately Need

13. To thank them for their Christmas card.

Thanks so much! The twins have gotten so big!

14. To invite them to a party.

I only talk to cool people, so… you want to come?

15. To send a photo of the mayhem you’re in.

Like when I-75 N. in Atlanta magically turns into a parking lot at 5pm.

16. To ask for recommendations.

Best tacos in town?

17. To share a joke or funny photo.

What’s Forrest Gump’s password? 1forrest1

Funny Phone Best Thing I've Ever Seen

18. To discuss a new business concept.

What if you could just text a business instead of emailing or calling?

19. To share an inside joke.

You go Glen Coco!

20. To geek out over the latest Star Wars film, and how it fits into the overall story.

[spoiler spoiler spoiler spoiler]

21. To ask them a favor.

Heyyy, soooo… Can you watch my dog Skip for the weekend?

22. To “call” out sick from work.

Cough cough I’m sick.

Related: 63 Texting Statistics That Answer All Your Questions

23. To ask them a quick question about their business.

Do you integrate with our CRM?

24. To remind your spouse or roommate to feed the pet(s).

Can you feed Skip please? Totally forgot. Thank you!

25. To share that crazy thing that just happened.

Holy Toledo, Batman! But seriously, Christian Bale just waved at me at the red light.

26. To see how a sick friend is feeling.

You dead, man?

Cool Runnings Sanka Ya Dead

27. To share a recipe.

I’m not going to tell you what to do, but I might love you a little more if you made this.

28. To tell them about your awesome promotion.

Who’s got two thumbs and a pay raise? This guy! points thumbs at self

29. To complain about your job.

Like when that one manager undermines your value for the thousandth time.

30. To tell your Uber who to look for.

I’m right out front, wearing a denim jacket like it’s still in style.

31. To insult your coworkers behind their backs.

That is the ugliest effing skirt I’ve ever seen.

32. To book a hotel room.

Could I get a non-smoking room with a king bed for this Friday and Saturday night, please?

Related: 4 Effortless Business Texting Strategies to Increase Sales

33. To ask for room service.

Could I get a toothbrush up to room 423? Completely forgot mine!

34. To leave a review of a business you’ve worked with.

You guys do great work, but man it is so hard to get hold of someone there!

35. To volunteer for an event.

I volunteer as tribute!

36. To organize an event.

I’ve got the petting zoo coming at 2. When will you have the ice cream truck here?

37. To flirt with them.

How you doin’?

Joey Tribiani How You Doin Friends

38. To ask them where they are.

Where are you? It starts in 5 minutes!

39. To ask them to take you to the doctor.

I’m so dizzy. Can you drive me?

40. To tell them you’re going to be late.

Bad wreck on 24, just sitting in traffic. Sorry! Be there when I can.

41. To ask your friends if they like the article of clothing you’re considering.

Too much?

42. Because there’s a crisis, and you need them to come to you right this second.

Did you hear what happened? My office. Now.

Related: 8 Reasons Why Texting is Crucial to Business Communication

43. To freak out over that movie you just saw or book you just read.

WHY DID SHE HAVE TO KILL FRED.

44. To ask them to cover your shift, project, or assignment.

Can I bribe you to do this for me?

45. To apologize for an event or someone’s behavior.

Hey I’m sorry John’s been so rough on you lately. It’s unacceptable, and I’ll talk to him about it. Don’t take it personally!

46. To check in with the babysitter/nanny/daycare/etc.

[helicopter, smother, shelter, legitimate crisis, paranoia]

Kids Are Dead Tired

47. To network, or see if the person you know knows someone else helpful.

I’m thinking about going into real estate. You wouldn’t happened to know someone whose brain I could pick, would you?

48. To poll a group.

Like when you need to know if pizza or burgers would be better for that house party.

49. To give a group of people an FYI or a heads up.

Hey guys, John’s going through a serious rough patch at home. If he seems off or rude, please don’t take it personally. Just be kind while he’s trying to work through this. Thanks for understanding!

50. To recommend a restaurant.

Do yourself a favor and go to Taco Mamacita! Best tacos in town.

51. To chew them out.

This message has been censored by the FCC.

52. To find the best time for a group event.

What time works for each of you?

Related: 3 Easy Business SMS Strategies to Increase Customer Retention and Value

53. To plan a surprise party.

John’s supposed to get off work about 6, which means he’ll be home around 6:30, which means we need everyone there absolutely no later than 6:15!

54. To order food.

Cheese pizza to go. Make it a large, my good man.

55. To donate to a relief fund.

Like when there’s a natural catastrophe, and you want to do everything you possibly can without leaving your couch.

56. To offer words of encouragement.

John! Killer proposal earlier. I know things aren’t easy right now, but you’re doing great, and I’ll be more than happy to do anything I can for you. Just say the word!

57. To share a link.

Like when you find that next big thing for your business or career.

58. To express your love for tacos.

Is there any way I can get paid in tacos? I need to be paid in tacos.

Aziz Ansari Loves Tacos 1 Aziz Ansari Loves Tacos 2 Aziz Ansari Loves Tacos 3

59. To talk politics.

Excuse me while I stick my foot in my mouth.

60. To schedule your vacation through Airbnb.

I know your place isn’t “pet friendly,” but would you perhaps allow a chinchilla?

61. To ask for a price quote.

About how much would it cost to clean a 3 bed, 2 bath, 1800 sq ft home?

62. To ask them to help you move.

I’ll pay you in tacos!

63.To ask them to grab something while they’re out.

Can you pick up some flour and brown sugar on your way home, please? Thank you!

64. To tell them you love them.

Hey guess what. I love you 🙂

65. To offer counsel during a rough patch.

Hey John, let’s go grab a drink tonight and talk through some of this. I know a quiet place over on the south side. It’ll be good, I promise!

Related: How Much Time Do People Spend on Their Mobile Phones in 2017?

66. To plan a hiking trip.

I’ve already got a two person tent. You wouldn’t happen to have a couple extra hiking poles, would you?

67. To share photos from your awesome hiking trip.

Like that insane view from the top of Mt. Katahdin!

68. To ask for money, or remind someone they’re bill is due.

Hello valued customer! This is just a friendly reminder that your bill is due by the 27th. Have a great day!

69. Because you just got engaged.

AAAAAAHHHHHHHHH!!!!!

70. To announce that you’re pregnant.

Ditto.

71. To tell them to leave you alone.

You can’t sit with us!

Gretchen Weiners You Can't Sit With Us Mean Girls

72. To share stories you’ve overheard.

I hear she does car commercials… In Japan!

73. To ask a club about memberships.

What do the dues look like?

74. Because you don’t want to actually speak to anyone.

Like after a stressful day of work.

75. To ask for help on a project.

Hey John, I think I’ve bitten off a little more than I can chew here. Would you mind helping me out? It would really mean a lot.

76. To share what your kid(s) did this weekend.

Like that adorable thing they said, or the cute picture they drew, or the destruction done to your poor walls with a sharpie.

77. Because you’re in a rush.

Can’t chat, everything okay?

Related: Is Texting Actually 10 Times More Efficient Than Phone Calls?

78. To give live updates of certain events, like childbirth or the big game.

Just made it to the hospital… This kid must be pretty comfortable in there… It’s a boy!

79. To see if they want to grab lunch with you.

It’s Dollar Taco Tuesday at Mojo. You in?

80. To get an update on another family member.

How’s Aunt Myrtle? Any better?

81. To tell them how you really feel about [insert controversial subject matter here].

I have my opinions and they’re definitely factually correct because I believe them!

82. Because whoever you’re trying to reach didn’t answer your call.

Hey, I know you’re busy, just wanted to give you an update on Aunt Myrtle. Give me a shout when you’ve got a few. Love you!

Please Hang Up and Text Me

83. To share fun facts.

Did you know that starfish don’t have brains? That’s so weird!

84. To forward a quote or message from one person to another.

Like when you’ve gotten a good referral and need to share it with the right people.

85. To brainstorm marketing ideas.

I’ve got it! We release two photos. One of the dress colored blue and black. One colored white and gold. Then we ask people what colors they see and make it go viral. This idea’s gold! Or is it blue?

86. To talk about a new relationship.

This one’s different, I swear!

87. To share your love for small furry animals.

My goal in life is to own a chipmunk farm. And I’m only slightly joking.

88. To tell them you’re hungry.

My stomach sounds like the Kraken has awoken.

Related: What’s the Most Popular Form of Communication in 2017? It’s Still Texting

89. To ask for an opinion on anything relevant.

Did you get a chance to look over that last piece? Any thoughts?

90. To check in on your business while you’re out of town.

Update? Everybody still doing their jobs while I’m gone?

91. To claim a project, article pitch, or assignment.

I want the Reagan story!

92. To ask how you should appropriately allocate your investment portfolio.

Do you have any simple suggestions? I’d rather not have to come downtown to meet if I can help it, at least not for the next week or two.

93. To ask for a copy of that file.

Can you make a quick copy for me? Thanks!

94. Because it’s late, and you don’t know if they’re still up.

Like when you have all those thoughts at night that you have to somehow get out before you can rest.

95. To hold a conversation between video game levels or checkpoints.

Everyone has done this at some point.

Text Someone Video Games

96. To freak out about the awesome game going on.

DID YOU SEE THAT DUNK OH MY GOODNESS #ballin

97. To discuss a Craigslist listing.

How new is it? Any damage I can’t see in the photo? I’ll give you $40.

98. To ask your realtor about housing options and ideas.

How much of a price difference are we talking between a neighborhood close to the highway to one several miles away?

99. To tell the school your son’s going to be picked up early today.

Hey gals, I’ll be grabbing Will at 2 for a dentist appointment. It would be awesome if you could make sure he’ll be ready with all his homework and such. Thanks!

100. To ask them for their best email address.

Hey I’ve got a packet for you to look over. What’s the best email to forward it to?

101. To tell them how proud you are of them.

John, I’ve got to say how proud I am of you, and how awesome you’ve been handling this whole situation over the last few weeks. Great job!

Why would you text someone?

This is just the tip of the iceberg for reasons why you might text someone. I’d guarantee there are hundreds more reasons to text someone that you could come up with!

Texting is one of the most versatile things that we do every day. As this list shows, we text for literally any reason you might communicate with anyone about anything.

What do you text for? What could you be texting for?

Related: What Does It Really Mean to Be Mobile Dependent?

3 Reasons Why I Should Be Able to Text Your Business

I should be able to text your business

"Can I text you?"

That's the phrase I've been hearing more and more over the last year. But it's not because I'm so popular.

There's a new trend floating around the tech and business worlds, and it only makes sense that this will turn into a complete cultural shift during 2016.

Businesses spend loads of time and money funneling (potential) customers to their websites, and most of these customers are viewing those websites on their smartphones.

Customers, the bulk of which are Millennials, also prefer texting over any other form of communication.

So...

I'm a consumer. I'm interested in what your business does, and I want to get in touch. I'm viewing your website from my phone, and I prefer to text.

Can I text your business?

1. Speedy and personalized communication matters

Did you know that up to 50% of sales go to the vendor that responds first?

It doesn’t matter how good of a person you are, or how good your product is. If you can't respond quickly, you will lose (and your competitors will gain) a substantial amount of business.

Did you also know that 86% of people are placed on hold whenever they call a business?

Nobody has time for that!

32% of those people you’re placing on hold will hang up immediately.

What’s 32% of 86%? It’s 27% of people trying to contact you, who move on to the next company on the Google results page because they don’t want to wait.

In fact, you’ll lose an additional 58% of callers within five minutes of leaving them on hold.

But what about email? How long does it take you to respond to those requests? Research says it takes you an average of 6 hours. And that’s if you actually read the email. We know only 33% or so of them are ever opened at all.

I’m a potential customer, I want someone who will give me the service I deserve. I do not want to wait on hold, and I do want to know that you actually saw my message.

In the same way individuals further friendships, by texting back-and-forth with customers you engage them in a very quick, very personal, and even professional way.

Plus, if I'm texting someone, I'm much more likely to save their number in my phone than if I'm calling, so that I can come back and quickly find it later. 

On top of all this, it costs 6-7 times more to gain a new customer than to keep an existing one, which means that it's beneficial for your bottom line to continually offer the best service to your customers.

2. People text a lot

6.3 billion texts are sent everyday. That adds up to 2.27 trillion text messages sent every year in the U.S. alone! And that number’s still growing.

Remember the horrid response rates from point 1? Compare that to texts. 95% of all text messages are read within three minutes.

Let that sink in.

95% of all text messages are read within three minutes.

By being able to text with customers instead of having to repeatedly call and email each other, you up your response rates by about 450%.

That’s huge!

3. Text messaging is so convenient

People live busy lives. You’re busy. Your customers are busy, too!

Between jobs, kids, and other activities, who has time to sit down and talk on the phone between 7am and 10pm? And if they did have time, who would want to?

We all know how convenient it is to send a text between meetings, on-the-go, during meetings, while you're physically talking to someone else, in the bathroom, and in every other situation that exists.

If I know I can openly text a person, I'm much more likely to interact with and reach out to them. I'm also much more likely to interact with and reach out to your business if I know I can reach you whenever.

Everyone understands text to be preferred over talking on the phone or emailing.

Sometimes there's urgency in a text, but most often there's a mutual understanding that if you can't reply right away, it's okay. You'll get to it in a few minutes. And there's already a written record of the sender, their reason for contacting you, and the best number to reach them!

The majority of people are using their smartphones to surf the web, those people prefer to text, and businesses can do themselves a monumental favor by taking advantage of this situation.

So...

Can I text you?

5 Reasons Why Millennials Prefer Texting Over Voice Mail

People Prefer Texting Over Voice Mail

We've talked before about how no one listens to their voice mail. We've talked before about how, generally, people prefer to text and be texted over any other form of communication. Now we're going to put two and two together.

Over 90% of people who text - at all, for any reason, in any capacity - prefer texts over voice mail. To put that into perspective, as of 2013, over 90% of adults own a cell phone, and over 80% of them text. Sadly, these numbers are skewed by the 65+ crowd, whose generally poor eyesight and often feeble fingers make texting impractical. But if you narrow the numbers down to just the working class, over 95% own cell phones and every single one of them texts.

But why do we prefer texting over voice mail? In both situations, the person checking the message gets a notification and has to go through the same amount of steps to see or hear what was left for them. If you're leaving the message, it's probably easier for you to leave a voice mail after a call than hanging up to text them. (Though that begs the question as to why you would bother calling someone anyway, when you know the person isn't likely to pick up the phone.)

What is it about texting that makes the overwhelming majority prefer it over voice mail? If you're under 25, you've probably never even thought about this question. Why would you? Texting's just what you do. It's how you communicate. Even most Millennials (people roughly 20-45 y.o.) would have a hard time articulating an answer, because texting's just what people do. But for the outliers who might not understand why so many people prefer texting over voice mail, let's be very clear.

1. Voice mail usually takes too long.

Who are the people in this day and age that leave you voice mail? It's your mother - maybe your grandmother - who rambles on, speaking slowly and sporadically for two minutes until you realize she just wanted to check in, at which point you end the voice mail before it's finished playing. Or it might be a client that you're not very close with asking you to do something, or a telemarketer begging you to call them back. No one who's trying to get ahead in life wants to take that kind of time out of their day so someone else can ask them to do something, especially not dozens of times everyday.

2. Voice mail is impersonal.

Think about the people that leave you voice mail. It's either business contacts you're not close to, salesmen wasting their time, senior citizens, or someone who has no other mode of contact for you. If someone close to you wanted to get in touch, they'd either message you on social media or text you. When people see they have a voice mail (if they see it), they automatically know it's from someone who's not close to them and who's over 50. That's not a very good impression to make.

3. Voice mail can be difficult to hear.

God forbid you're around other people or walking somewhere that has noise! How many times have you been on the phone and hung up, or had to leave the room, because things were too loud around you? How many times, back in the day, have you listened to voice mail and had to replay the message several times because the caller either didn't speak clearly enough, or because there was noise in their background? It's really annoying. It's not inconvenient at all. And the comparison - texting - is that you're given a written message with everything you need to know, and the best way to reach the person leaving that message.

4. Voice mail still makes you write a message.

A message should be something given to you that you can instantly run with, not something you have to replay three times and take notes on before it's worth anything. If somebody texts you, you already have a written record of everything you need to know, whether it be notes, someone's phone number, an address, or anything else. And you can carry as many of these easy-to-use, informational messages around with you as you could possibly want!

5. Voice mail carries no urgency.

If it's not urgent, people are going to forget about it. Nothing about a voice mail notification says "This is important, and needs attention right now!" If someone can't answer your call, there's good reason to believe they won't be able to listen to your voice mail for some time either. Rather, with a text, the receiver sees the message as soon as it comes in (or within three minutes), and can choose to pay attention to that message right then or leave it for later.

People prefer to text. If this article doesn't tell you that, watching people walk down the street will. Voice mail was great back in the day, but it's not how we communicate now. It's outdated, inefficient, and actually causes more problems than it solves (just ask Coca-Cola and JP Morgan Chase). Voice mail is dead. If you want to reach someone, and if you want to hear back from them, you need to text.