While some companies choose one method over the other, savvy companies take advantage of both email and text messaging. Emails and Texting are both essential tools for any business, but less than half of all companies take advantage of the powerful communication tool of business texting. It may just be the edge your looking for to compete and win over customers.
Emails can be used for in-depth customer service conversations that require lengthy explanations with pictures or attachments. However, texting is the statistically proven and the preferred method of communication. In fact 9 out of 10 prefer texting over any other form of communication. A quick text is used for messages that need to reach a customer fast for items like delivery notifications, order updates, short customer service questions, flash sales and promotions, announcements, and more instant communication where formality is unnecessary and cumbersome.
Here are some of the many comparisons between Texting and Email:
| Texting | |
| 98% of texts are opened and read! Up to 45% send a response, if needed, within minutes of reading! | Emails have a dismal 20% open rate and are often buried in spam. Only 1-3% receive a response. Few have time to sift through a barrage of emails to find yours. |
| Texts are delivered immediately and directly to a cell phone that people have in their hand or constantly within reach. | Not many people are checking emails and responding in a timely manner. Emails require more time and effort. |
| Texting is high priority, concise fast and conversational. | Emails are low priority and long and can be seem impersonal. |
| Texts have a sense of urgency and therefore have a high response rate. | Emails tends to be seen as info that can be responded to at a later date. |
| Texting is a more personal connection. People guard their cell numbers. Typically you know who is texting you. | Mass emails are impersonal, common and canned. Sometimes mass emails are blasted out to all and anyone who has an email. That is annoying. |
| Texts are mobile and can be sent from any location where there’s a data connection. | Emails need software to get up and running and require login. |
| Texts are entered on a mobile phone keypad and are short, concise and to the point. | Emails can be lengthy and require a salutation, signature and are usually typed out on a full keyboard. |
| Texting is stripped of all formatting, making it easier to just send a message to make quick arrangements, send short messages or even a quick reply, yes or no. | Email requires a salutation and signature, punctuation, grammar and formatting. Email may be preferable for discussing topics in-depth. You can always text someone to read an important email. |
| Spam texts are easy to spot and stop. You can block a spammy cell number or look up who owns a number. | Mass emails get lost or inadvertently filtered out of an inbox. They are overlooked and unread. Spam emails have diluted the impact of email marketing. |
| Customers intentionally sign up for text message communication and therefore expect your messages making them a target audience often ready and willing to read your message. | Unsolicited and unwanted emails arrive daily to your inbox from a variety of unknown senders soliciting, advertising and marketing just about everything under the sun. |
| Texting is easily accessible as it comes pre-installed on a mobile phone and is available even without a wifi connection. | Email needs to be installed and sometimes requires a wifi connection. |
| It’s timeless. Adults and younger generations both prefer texting over any other communication channel. | Emails are primarily used by adults, families, groups, and often younger generations do not see a need for daily email use. |
| Texting works for short concise messages that need immediate feedback or quick conversation. Texting adds a nice personal touch to your business. | Email works when you need to send complex information, or write lengthy reports or explanations. You can add attachments, pictures and multi-page documents. |
Texting will not replace email entirely as texting is a conversational messaging channel. However adding business texting will add a much preferred and valuable communication method that will benefit both customer and employee relations, because you want to keep both! When used properly, a great business texting service will give you the edge over your competitors and keep customers happy! Texting just may revolutionize the way you do business!