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Product Managers Agree: These Are The Top 3 Customer Benefits Of SMS Business Texting


SMS business texting is an easy, convenient way to meet customers where they’re at. As you build your omnichannel communication plan, incorporating SMS is a key way to take your strategy to the next level. 

To identify why this channel is important and some of the main benefits, we turned to Product Marketing Manager Angelica Sanz ull.

First, here’s what we mean by SMS business texting. 

Beyond just a Wikipedia entry or a Google search, Angelica says, “SMS business texting is a communication channel that uses short text messages to communicate with current and prospective customers, providers, or other businesses.”

She explains that this channel is often overlooked for tools that offer more formatting or customization options. 

“Brands often favor fancy, formattable channels like email or social media,” she says. “However, SMS business texting is a highly engaging channel for customer interaction.”

To really drive home the impact of this communication channel, studies show that 82% of people open every SMS text they receive. That’s right: 82%. 

While phone calls might be the strongest channel for genuine, personalized customer communication, SMS business texting can be a powerful complement for customer and prospect engagement.

Recent research also shows that 80% of consumers are more likely to make a purchase when brands offer personalized experiences. 

When you pair that with the fact that SMS text messages are one of the top three most helpful support channels for customers, you can see why adding texting to your customer communication channels can positively impact your bottom line, right? 

Let’s dive into the specific customer benefits of incorporating SMS messaging into your customer communications.

Depending on your industry and your team, the benefits of implementing SMS texting may vary. Here are three of the top benefits, regardless of use cases.

Reduces Customer Effort 

Today, two of everyone’s most precious resources are time and attention. As a result, brands require time and attention from customers to connect and communicate with them.

It’s hard to beat the immediacy of a phone call. When customers are short on time, though, that’s where SMS comes in. Customers can use it to quickly get answers to their questions and resolve issues. And that’s all without being limited to your operating hours. 

Boosts Customer Convenience 

People of all generations spend a minimum of four hours on their smartphones every day, so interacting with a brand through text messaging is right at their fingertips. 

Exchanging SMS texts with a brand doesn’t require the customer to switch devices. As a result, this significantly lowers the amount of friction present for engaging in customer–brand conversations.

Simplifies Customer Communication

SMS text messaging is often used to send promotion codes, remind people about appointments, or confirm purchases. 

Because of the format, customers can easily find the information they need, as opposed to scrolling through a cluttered inbox or social media feed.

As you can see, SMS business texting is a clear and concise way to meet customers where they’re at. Adding it to your omnichannel communication strategy helps you resolve customer issues, reduce friction, and boost customer engagement.

Learn more about Aircall’s industry-leading product features

Special thanks to our friends at Aircall for their insights on this topic.
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