Why Texting Works

Why Texting Works

General Texting Statistics

1. Texting is the most widely-used and frequently used app on a smartphone, with 97% of Americans using it at least once a day. (PewInternet)

2. People worldwide will send 8.3 trillion text messages in just this year alone. That’s almost 23billion messages per day, or almost 16 million messages per minute. (PortioResearch)

3. Over 6 billion text messages are sent in the U.S. each day.(Forrester)

4. Over 80% of American adults text, making it the most common cell phone activity. (PewInternet)

5. Text messages have a 98% open rate, while email has only a 20% open rate. (Mobile MarketingWatch)

6. Text messaging has a 45% response rate, while email only has a 6% response rate.(Velocify)

7. Texting takes up 14.1% of cell phone users’ time.(Nielsen)

8. 90% of all text messages are read in under 3 minutes. (ConnectMogul)

9. 75% of phones worldwide (4.5 billion) are text-enabled (DuoCallCommunications)

10. 96% of smartphone users text.(Acision)

11. Americans sent 69,000 texts every second in 2012(CTIA)

12. The average adult spends a total of 23 hours a week texting (USAToday)

13. The average Millennial exchanges an average of 67 text messages per day (BusinessInsider)

14. On average, Americans exchange twice as many texts as they do calls(Nielsen)

15. Only 43% of smartphone owners use their phone to make calls, but over 70% of smartphone userstext (ConnectMogul)

16. 55% of heavy text message users (50+ texts per day) say they would prefer to receive a text over a phone call (Pew ResearchCenter)

17. In 2011, 31% of Americans said they preferred text messages to phone calls (Pew ResearchCenter)

18. It takes the average person 90 minutes to respond to email, but only 90 seconds to respond to a text message.(CTIA)

19. American women text 14% more than men.(Nielsen)

Business Texting Statistics

2. 79% of companies believe customers want SMS/text support.(ICMI)

3. 38% of contact centers currently offer SMS, and 23% have plans to add it in the next 12 months.That means 61% of contact centers will offer SMS support in 2016. (DimensionData)

4. 80% of people are currently using texting for business.(eWeek)

5. One in five consumers is just as likely to prefer a text message from a business to a phone call.(ICMI)

6. The activities people with text capabilities would most prefer to do via text are: check order status(38%) schedule or change appointments (32%) and make or confirm reservations (31%). (Harris poll;link below)

7. Over half of customers said they would be likely to text with a customer support agent. Similarly,52 percent would prefer texting customer support over their current preferred form ofcommunication. (eWeek)

8. A 2012 study found that text was the highest rated contact method for customer satisfaction out ofall other customer communication channels. Text earned 90 out of 100 points, while phone earned 77 outof 100 and Facebook earned 66. (CFIGroup)

9. Millenials prefer automated text messaging over IVR, including speech-based solutions (Frost&Sullivan)

10. Over one-third of business professionals say they can’t go 10 minutes without responding to atext. (eWeek)

11. SMS text chat converts a $6-$20 call to a chat that costs pennies per session. (Forrester &ContactBabel)

12. At least five types of social media channels are used in more than 50% of call centers,including SMS/texting (VoIPInfo)

13. Sales prospects who are sent text messages convert at a rate 40% higher than those who are not sentany text messages.(Velocify)

14. Over 80% of people use text messaging for business, and 15% said that more than half theirmessages are for business purposes.(eWeek)

15. Almost 25% of marketers are currently using text messaging. Over 65% of them report SMS asbeing “very effective.”(ExactTarget)

16. 70% of U.S. consumers appreciate getting texts or emails from healthcare providers. (Loyalty360)

17. 75% of people would like to have offers sent to them via SMS. (Digital MarketingMagazine)

18. Over 80% of people would only like to receive a maximum of two marketing messages permonth. (Digital MarketingMagazine)

19. 44% of consumers with texting capabilities would prefer to press a button to initiate a textconversation immediately, rather than waiting on hold to speak with an agent. (Harris Poll; linkbelow)

20. Texting in the sales process can lead to conversion gains of more than 100%. However, sendingtext messages before establishing contact with a prospect can adversely affect both contact andconversion rates.(Velocify)

21. 20% of financial services companies use mobile messaging to ensure business continuity and addto their multichannel capabilities. (Loyalty360)

22. 77% of consumers with texting capabilities aged 18-34 are likely to have a positive perception ofa company that offers text capability. (Harris Poll; linkbelow)

23. 44% of consumers would rather receive product details and other marketing messages through textover any other channel. (Direct MarketingAssociation)

24. 72% of business professionals prefer texting to messaging apps.(eWeek)

25. Nearly 70% of employees think their organization should use text messaging to communicatewith employees, and 86% say it should not be reserved for just customer communication.(VitielloCommunicationsGroup)

26. 64% of all consumers are likely to have a positive perception of a company that offers texting asa service channel (Harris Poll)

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