A majority of businesses that use texting to engage with customers do so for scheduling purposes, with about half using the messaging tool for customer service and support.
Companies’ preference for these and other use cases for texting generally aligns with how consumers prefer to be contacted via text, according to a report from Zipwhip.
More than half (56%) of the 1,600 US businesses surveyed report that they use texting for scheduling.
Other common use cases are customer support (48%), alerts and reminders (43%) and sales inquiries (30%).
Businesses are also texting internally, with around 4 in 10 (37%) claiming they use it for internal communications.
This is largely in alignment with the types of texts from businesses consumers themselves find valuable. Scheduling-related texts were largely considered the most valuable, with 68% of the 1,000 consumers surveyed saying a reminder of an important appointment was the most valuable text they’ve received from a business.
Customer service-related texts and alerts are also considered valuable by some, including updates on the status of a delivery or shipment (30%), booking confirmations/changes/cancellations (20%), a discount on a product or service (14%), an alert to refill a prescription (12%) and a quick resolution to a question (11%). Read the rest at Marketing Charts.
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