There are multiple reasons why customers want to be able to send a text message to your business, and the reasons are not dissimilar to the reasons that people would rather text to each other outside of business. It mainly boils down to speed and convenience, but this is a closer look at what really motivates the preference for text.
The Default Method of Communication
The first and most obvious reason that people will send a text to a business over a call or an email is simply due to text messaging being the first thing we all think of now, when we want to get in touch with anyone, in general.
Maybe 15 or 20 years ago, when you wanted to get ahold of someone, you said, “I’ll give them a call.” Today it’s, “I’ll shoot them a text.”
This is not even to say that it’s better than a phone call, which you could argue either way, but most of us go for the text mainly out of habit because it’s becoming the more widely accepted method of communication in any situation.
Perceived Response Time
There is a kind of cognitive bias in our brains these days that makes us believe someone will respond to us more quickly if we text them than if we leave a voicemail or send an email. It isn’t entirely false.
We do generally tend to get back to someone faster if we’re responding through text than we do if we have to call them back because it indeed takes less time and less energy in many cases—or at least it seems that way to us. More accurately, the response time may be quicker because there is no real confrontation when texting someone.
Easy Reference of Information
What’s the biggest inconvenience of talking on the phone with a business? You have to write down any information that you will need to access later.
Although you can probably get a lot more accomplished in a shorter time over the phone, what is great about texting with a business is the fact that all of the information being transmitted is automatically being recorded and saved so that you can reference it later and just copy and paste it when you need to move it around or send it somewhere else.
A Call Isn’t Always Needed
It’s the same idea as when people send personal text messages; it is most convenient when you just need to send a short message that requires minimal or no feedback.
Customers texting a business many times just need to send a quick note with billing or account information, for example, or something like a product question that only needs a simple “yes” or “no” answer.
Text messaging was reserved for personal or casual use for a long time, up until just a few years ago. Even though many customers still prefer to call or email a business, all businesses now have to consider the fact that text messaging might be a crucial channel of contact from customers and clients, even if the business has not realized it yet.
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