Text messaging is the most effective and immediate form of mobile communication. It is supported on virtually 100% of mobile phones – and people are comfortable with the technology. In fact, a growing number of customers prefer text-chat to phone calls, which results in significant cost savings versus contact centre voice calls.
90% of SMS are read within the first three minutes, and the final read rate is a staggering 98%. Because of the personal nature of SMS, and the low spam rates, SMS enjoys much higher open rates, click-through rates, and conversion rates.
SMS can play an important or central role in customer engagement when integrated with a full mobile marketing plan.