5 industries using text messages to enhance customer communication

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5 industries using text messages to enhance customer communication

As text messaging (SMS) continues to gain popularity as a communication channel, more and more businesses are looking for ways to incorporate it into their customer engagement strategies. While many industries are finding value in text messaging, some are using it more than others. Here are a few examples of industries that are using text messaging to communicate with their customers:

Retail and eCommerce

Retail and eCommerce companies are among the largest users of text messaging. According to a survey by OpenMarket, 47% of retailers said that they use SMS to communicate with their customers. Additionally, a study by Campaign Monitor found that text messages have an average click-through rate of 36%, making them an effective way to drive traffic to eCommerce sites. Consumers are also receptive to text messages from retailers, with 73% saying that they are willing to receive messages from their favorite stores.


Healthcare providers are finding value in text messaging, particularly when it comes to appointment reminders and other time-sensitive information. According to a study by Healthgrades, 82% of patients said that they would be interested in receiving text message reminders for appointments. Additionally, a study by Solutionreach found that appointment reminders sent via text message have a response rate of 45%, compared to just 6% for phone reminders.


The hospitality industry is using text messaging to improve the customer experience. According to a study by Zingle, 67% of hotel guests said that they would prefer to communicate with hotel staff via text message, rather than in person or over the phone. Additionally, a study by OpenMarket found that 48% of consumers would be more likely to book a hotel room if they could communicate with the hotel via text message.


Financial institutions are also finding value in text messaging, particularly when it comes to fraud alerts and other important notifications. 

According to a study by FICO, 67% of consumers said that they would prefer to receive fraud alerts via text message. Additionally, a study by J.D. Power found that 22% of customers said that they would like to receive text messages from their bank about new products and services.

In conclusion, text messaging is proving to be an effective tool for businesses across a wide range of industries. Whether it’s to improve the customer experience, drive sales, or deliver important notifications, text messaging is quickly becoming a preferred communication channel for many businesses and their customers. By embracing text messaging, businesses can stay ahead of the curve and better engage with their audiences.

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