We all know that texting has become a staple of communication. In fact, in 2020, there were 2.2 trillion texts sent, according to Statista. This number included short message service (SMS) and multimedia messaging service (MMS).

Overall, the younger generations prefer communicating with others through social media or texting. People will even text and ask if they can call before actually dialing out because they know that not everyone likes talking on the phone. The truth is, talking on the phone can be time-consuming. It’s often more convenient for people to shoot off a quick text and then check the response when they have availability. Whereas phone conversations can often hold the person captive, keeping them from being able to accomplish other things. It can also feel awkward to some people.

While phone calls certainly have their place, allowing for more detailed explanations without a lot of reading/writing involved and are usually preferred by older generations, they’re not everyone’s favorite thing. If you want to reach more of your audience, you need to offer more than just a phone number for customer service.

There are a few ways you can use text messaging to your advantage. One of the options is to have a number available that customers can text. It’s even more convenient if you use the same number that you allow for phone calls. You can utilize chatbots to handle a lot of the standard questions and offer the option for them to reach a live agent when needed. Texting can also be used as a means for agents to check back with customers and see how they’re doing and ask them to fill out a quick survey. Beyond customer service, businesses also use texting to let customers know about promotions they’re running. To get more customers to sign up for this, make sure to offer something like a discount on their next purchase.

Texting is just one of the tools that businesses can use to improve the overall customer experience. However, it’s essential to keep in mind that they expect quick replies when customers text. This means you need to have enough agents available to handle the demand. Even if you use chatbots, you’ll want to ensure you have enough live agents for when people need a more personal touch.

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