Voicemail Vs. Texting for Connecting with Customers

Picture the last time you tried to communicate and engage with a customer of your business. We’re betting it involved a great in-person conversation, followed by multiple phone calls on your end, with either zero or minimal response from them. After weeks of playing phone tag, you might be able to reach them in person but by then it’s been too long since they were in the store and they ‘don’t feel comfortable discussing their experience’.

If the above situation sounds familiar, don’t worry – it’s happening to businesses across the country, regardless of industry. The reason? The voicemail. Once a staple of a thriving business, phone calls and voicemails just aren’t cutting it for innovative companies anymore. Just think of this: 19% of voicemails aren’t even listened to anymore. Plus, how many calls do you personally answer from numbers that aren’t specifically in your cell phone? Exactly.

This growing reliance on cell phones is one of the largest contributing factors to the decline of phone calls and voicemails. Text messaging is becoming one of the most reliable ways to engage with customers and prospects, mainly because consumers are always on their cell phones and regularly communicating with friends and colleagues via text. Adding vendors into the mix is just the natural next step.

Why texting customers is better than leaving voicemails

It’s no surprise that consumers are embracing the power of texts, but it’s up to businesses and service providers to make the leap as well. Still not convinced? Besides the fact that Americans spend nearly 70% of their media time on their cell phones, here are three reasons why texting customers is better for business than leaving lengthy voicemails.

1. Texts facilitate better response rates than phone calls

Take a look at your smartphone. How many unread texts do you have? We’re willing to bet not too many. Today’s consumers check their smartphones constantly, and texts rarely go unread – or unanswered. Customers are 7 times more likely to text service providers back after a text than to call back after receiving a voicemail. While voicemails are known for rambling messages and ‘solicitor’ speak, texting is much pithier and to the point. Plus, business texting bypasses this salesperson stigma by adopting a personal touch.

2. You don’t have to rely on timing with phone calls  

When today’s customers are filling out contact information forms, it’s pretty common for the Home Phone section to be left blank. Over 50% of American households don’t have a landline and rely solely on cell phones for communication. By relying on texting your consumers instead of calling them, you’re eliminating any chance of an ill-received voicemail. Texting also ensures that your team is:

• Meeting your consumers where they are. After all, 95% of Americans own a cell phone.
• Not confusing cell phone numbers with landline numbers or vice versa.
• Missing out on connecting with customers because of timing, because Americans check their phones up to 74 times a day.

3. Texting is the preferred method of communication for younger generations

That’s right, you can thank Millennials for this one. Younger generations overwhelmingly prefer texting to phone calls and emails and, as one of the largest consumer audiences, business owners must take this into account. When it comes to communicating with customers to cultivate reviews, get feedback, and send service alerts, texting is the new normal. Even if your client base is more traditional, the time to switch to texting is now.

Put an end to phone tag with Kenect

With Kenect’s 2-way business texting platform, businesses can put an end to customer phone tag forever. You can learn more about how Kenect can help usher your business into the future by requesting your personalized consultation here.