This report analyzes what consumers want related to text messaging, what businesses are doing, and how to bridge the gaps.
70% of consumers from ages 18 to 65+ say that text messaging is the fastest way to reach them. We've known this anecdotally, and now we have data to back it up thanks to our 2023 State of Business Texting Report, released today.
We collected survey responses from more than 1,000 people, asking them questions about what they prefer and do as consumers, what they do and what works as an organization, and their demographics.
A few key findings:
68 percent of people read every text they get, even spam
90 percent of people want to text with businesses
Though roughly 70 percent of consumers say they want to text about payments and billing options, only 30 percent of organizations are utilizing texting for such purposes
77 percent of consumers want to text for customer service
42 percent of those not currently texting in their organizations are actively working to implement or planning to implement it soon
"One of the major things we're seeing," said Text Request VP of Marketing, Kenneth Burke, who led the survey and analysis, "is that commerce is increasingly conversational. Customers want to text with businesses for sales inquiries and paying their bills, even for promotions and other marketing messages. If I had to give businesses one tip to drastically increase their profits in 2023, it's this: text for sales and payments."
View the full report here: https://www.textrequest.com/ebooks/state-of-business-texting-2023