Virtual Office Featured Article

SMS Stealing the Stage

August 30, 2018
By Maurice Nagle - Web Editor

The omnichannel world welcomes innovative ways to engage with customers. From social media and chat, to voice and video calls customer service has come a long way on the wings of the cloud. And as developers dabble in the development sandbox, they are serve to shape the way people and businesses connect.

Cloud communications software provider Zipwhip unveiled the results of “The State of Two-Way Business Texting 2018,” a recently conclude study that spanned hundreds of business owners and consumers to explore texting preferences.

Nearly 60 percent of consumers and more than 50 percent of small business owners want to SMS each other more. Almost 80 percent of Americans own a smartphone.  Over 200 million business phone numbers can easily be configured to support SMS – landline, VoIP or toll-free number. By enabling texting, contact center operations change dramatically.

Customer service is delivery is more efficient, allowing agents to work with more customers, fix more orders, watch satisfaction rates rise.  

“As we move toward a mobile-first world, consumers want to communicate with businesses in the same way they do with friends and family, and that’s text messaging. Texting is easier, faster and boasts a 98 percent open rate,” said John Lauer, CEO of Zipwhip. “While texting was once a tactic embraced for small-scale communication needs, it is now the preferred method for communication and an invaluable part of the customer journey.”

It’s not just millennials that love to text, it has rapidly grown to prominence across generations.

Does your business text with customers?

Edited by Maurice Nagle

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