95% of People Say They Don’t Text with Companies… But They’re Wrong.

As a presenter at the recent Engineering the Customer Experience event, I started my talk with the question: “Do you text with businesses?”

Not a single hand went up.

Then I changed the question to: “Have you ever received a text notification from a business like a bank, an airline or Facebook?”

All hands went up.

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The Next Big Bet in Business-Customer Communications

The International Customer Management Institute (ICMI) recently conducted a poll revealing that 79% of companies believe customers want SMS/text support.

Turns out they’re right. The New York Times published that at least one in three texters would rather text than talk.

With statistics like those, you’d be smart to bet a million dollars that most companies and their competitors are at least offering customer support via text messaging. After all, the number of text messages sent per year bypassed voice calls in 2008 and has done so every year since.

But it’s a good thing you didn’t really bet a million dollars – you would have lost.

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