Freshdesk Omnichannel delivers a 462% ROI according to Forrester study

Texting is one of the most used forms of communication. In the United States alone, 5.5 billion text messages are sent daily. So maybe it’s not so much of a surprise that your customers want to be able to text your business when they need support. Few things are more frustrating than when you’re trying to solve a problem and just end up sitting on hold. And texting offers an alternative for you and your customers. If your business doesn’t already offer texting support, then here are the nine reasons you should.. 1. Customers spend a lot of time on their phones People in the U.S. spend an average of 3 hours and 10 minutes on their cell phones each day. Mobile commerce, or purchases made on mobile devices, is expected to account for 45 percent of the total market in the U.S. by the end of 2020, according to Business Insider . Besides people using their phones for more than personal communication and shopping, they are also working from their phones. All of this points to the fact that your customers are already spending more time on mobile than anywhere else. And nothing is more accessible to a mobile user than texting. So it is high time that your business starts texting your existing support. Meet your customers where they are. 2. Your customers prefer texting Now that we know customers are already on their phones, but does that also mean they want to text businesses? Yes. Customers want to be able to text your support team simply because they prefer texting over long-winded support calls. Reportedly, 52 percent of customers prefer texting over other support communication channels. Another reason why texting should be preferred is that it has a 98 percent open rate . That means your customers will read your message nearly every time, which only makes it easier for you to resolve all of your customers’ support questions. If you meet your customers where they want to talk they’ll view your business more favorably too. Research shows that 65 percent of consumers feel positive toward businesses that they have the option to message. 3. Speed The average response time for texting is just 90 seconds. On top of that, 95 percent of texts are read within the first three minutes of being received. This is way quicker than your average email response time and thus will make your customer feel valued. Part of what can help to speed this process up is a good texting platform that your customer support team can work with. Such a platform can host all of the support messages, where they can see, respond to, or share messages. Some texting platforms like Textline can even integrate with your favorite customer support tools like Freshdesk and Slack. These integrations make responding and managing customer support requests easier. Another reason why texting is simply better when it comes to speed is that texts are inherently short. You’re limited to 160 characters and so are your customers. Realistically, there’s only so much one can squeeze into one text that naturally forces the sender to keep the message simple and clear. 4. Reduced active wait Customers don’t like waiting. Nearly 60 percent of customers said they would hang up if put on hold for more than a minute. Texting eliminates that hold time and gives your customers more of their day back. The beauty of texting is that it’s quick, convenient, and doesn’t interrupt your customer’s day. Texting also comes with built-in expectations around timing and the natural flow of conversations. While responses are expected, there’s an understanding that it may take a bit of time. This differs from live chat, which expects near-instant replies. With texting, even if you think there might be a wait for getting your customers some help, you can use a simple text to let your customers know that you are working on an answer but it might take a bit of time. This will help them to continue with their day without sitting by the phone waiting. Let’s look at the following example of one such situation.