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ICYMI: 5 Reasons Why Call Centers Should Care About Texting


May 4, 2014

ICYMI: 5 Reasons Why Call Centers Should Care About Texting

Home > Blog > ICYMI: 5 Reasons Why Call Centers Should Care About Texting

It may be hard to believe, but as of this year, there are more cell phones in the world than people. That means more texting, more calling, and more web browsing than ever before. Phones are no longer just being used to call; they’re being used for everything. With the world is becoming increasingly digital, it’s important for all phone users, including call centers, to adapt to technological change if they want to stay in the game. Here are four reasons why text should get their attention:

It’s what the customer wants. The desire is there: over 80% of people want to text companies but don’t have the means to do so. This disconnect between customers and businesses is only compounded by the fact that over 40% of business professionals don’t want to use text within their company, preferring a more formal type of communication. That’s where OneReach steps in–we help the customer get in touch with you through the method they want, leading to an all-around better experience for everyone.

People will answer. Mobile phone users check their phones every 6.5 minutes, so if there’s a message waiting, you probably won’t have to wait long to hear back. In fact, response time to a text is incredibly fast–97% of texts are read within three minutes after they are sent. You can formulate a quick response without missing their message altogether (I’m looking at you, phone calls). Additionally, 37% of cell phone users never check their voicemail, so if you leave them a message, you’re basically yelling into the abyss.

Landlines are disappearing. It’s long been the MO of call centers to get in touch with the customer via their home phone, but it’s a service less and less Americans are maintaining each year. Over a quarter of U.S. households have gotten rid of their home phones in the past 15 years, while mobile phone ownership has continued to climb. Another interesting fact: 34% of cell phone users are “mobile only,” meaning they don’t own any other computer or telephone. If you want to phone home, there’s now a greater chance it’s a cell phone.

Texting is more popular than calling. Surprise, surprise: texting was the top cell phone activity in 2013, trumping web surfing, app usage, and yes, calls. Calls aren’t obsolete, but over 80% of Americans use their phones to text; to respond to that, one of our company’s unique features is the ability to switch from voice to text with voice automated prompts, something you won’t find anywhere else.

Cell phones are everywhere. 90% of Americans own cell phones–just to put that in perspective, that’s over 280 MILLION people. That figure is even bigger among the younger generation–97% of people between 18 and 49 own cell phones. We’re connected on a greater scale than ever before, and it’s time for us to take advantage of that. The future is here.

Text messages are no longer just cute little abbreviations; they’re a valuable tool for your company. Embrace text and show the customer some luv <3. (Alright, so maybe they’re still cute too).



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