The 2019 Text Communication Report Reveals 69% of Consumers Want to Text Businesses
Research shows that most businesses can dramatically increase customer engagement via direct communication channels
SANTA MONICA, Calif. — November 19, 2019 — EZ Texting, the leader in SMS marketing software for business, today released its report, ‘2019 Text Communication Report: The Next Generation of Business Communication.’ The report discusses the results of a survey of more than 1,100 consumers and businesses across all ages, genders and locations in the United States. Among other findings, the research reveals that 69 percent of consumers across all age groups would like to be able to contact a business via text, and 54 percent are frustrated when they are unable to do so.
Overwhelmingly, businesses are unaware of consumer’s communication preferences with 54 percent of consumers wanting to receive text promotions, but only 11 percent of businesses delivering them. This means 89 percent of businesses miss the opportunity to connect with consumers the way they want to be communicated with. Similarly, 83 percent of consumers would like to receive appointment reminders via text, but less than 20 percent of businesses utilize text to communicate.
Additionally, despite the fact that consumers are 4.5 times more likely to respond to a text message than an email, businesses are still 3 times more likely to communicate with customers via email. This means that communicating with consumers via their preferred method — texting — can provide businesses with a competitive advantage. Those businesses that do use texting are seeing this already: 86 percent of businesses report that texting offers higher engagement than email.
“Our everyday lives are increasingly managed on the go from our mobile devices,” said Norman Happ, CEO of EZ Texting. “This research clearly outlines that texting is the optimal communications channel to capture attention and engage customers.”
Additional key takeaways from the report include:
- 84% of consumers have received a text message from a business.
- Most consumers read text messages within 5 minutes of receiving them and reply to messages within 3 minutes of reading them.
- 86% of small business owners who utilize text messaging indicate that texting offers higher engagement than email communication.
- Businesses are more than 3 times more likely to rely on email as a primary communication method, despite the fact that consumers are 4.5 times more likely to reply to a text message.
Click here for a free download of the full report.
About EZ Texting
Founded in 2004, EZ Texting has served over 160,000 customers and is the #1 SMS marketing software, setting the standard for business texting platforms. Our messaging solutions are featured as a top 20 Best Product for Marketers and allow businesses of all sizes to reach and engage their mobile audiences. Headquartered in Santa Monica, CA, and with offices in Austin and Kiev, EZ Texting is a SaaS company that delivers the fastest, easiest, and most reliable way to connect. Backed by Morgan Stanley Expansion Capital, Investor AB, and ROCA Partners, EZ Texting is continuously voted a Best Place to Work.
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