Engagement rates with text/short message service (SMS) messages are 6-8 times higher than the rates seen with proactive email communications.
Yet, according to this infographic by West, 80% of consumers mention that they have NOT been texted by their favorite brands.
SMS is used regularly by 75% of all Americans, so the solution is simple – start offering customer service via SMS. Load time is paramount as 40% of consumers will abandon a mobile website link if it takes more than 3 seconds to load and 47% expect it to load within only 2 seconds.
Also, it is crucial that you make sure your customers have opted-in or you cannot text them, as more Americans receive text messages (68%) than eat breakfast (60%).
Lastly, text messages should not be sent after 9 PM or before 11 AM. Follow these tips and your business will be sure to see improvements in engagement rates.