“Why Your Mobile Strategy Isn’t Complete Without Text Messaging”
In today’s world, customer service is no longer restricted to a simple phone call. A recent report from Dimension Data found that digital interactions account for 35% of all contact center interactions. Digital interactions are also increasingly becoming mobile–Pew Research found that over 64% of American adults now own a smartphone, up from 35% in 2011.
To meet consumers’ demand for mobile and digital experiences, many businesses are developing apps. But while apps are a highly-used communication channel, the upfront cost and predominant use of gaming and social apps don’t justify the investment.
This is why texting is such an essential part of your mobile strategy. It’s fast, it can be professional but personal, it’s easy to use, it’s in real-time, it picks up where you left off, it connects to the Internet, etc. With texting, businesses can engage with customers on a channel they prefer, while keeping costs down and satisfaction up.
In this whitepaper, we’ll dive into:
- how and why people are using apps, and what that means for your business
- why an app may not be the best channel to engage with customers
- how texting fills in the gaps of an app-centric strategy
- case studies of companies using texting to great success