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Texting vs Email for Your Business

Will email ever die? Is email already dead? I have no idea. With the many different answers I have found on the Internet, it appears that as a whole, we really don’t know if email is leaving anytime soon or if it is already gone. I do however, think that texting is superior to email and that there is great potential for your business in using texting over email with your potential and loyal customers. So lets take a look at what we do know. 

 

Texting has become the popular form of communication of today. People like texting because of the relaxed setting. Texting doesn’t feel like work the same way that email does. Studies have also suggested that people say things over text that they wouldn’t say in person, its an opportunity for honesty. Texts allow for causal questions and answers without hassle. That said, here are my reasons as to why you need to look into reaching your customers through texting.

 

The stress free atmosphere that texting provides will first off allow customers to feel free to ask questions! You may have given them the ability to ask questions before, but the process of emailing feels like a hassle. Yes, I know submitting an email is easy. But people want answers right then and there. Even if texting is not actually instant, people are more likely to trust that a text was sent and delivered without complication because texting is just that basic. You could use this trust concept to your company’s advantage.

 

Let’s say a customer had a quick, generic question, they could either submit an email through your company’s website as they have been your customer on a couple occasions or they could ask Google and receive multiple answers from multiple resources along with advertising from your competitors, how do you think a person would seek out the answer? I know that if it was me, I would just Google it.

 

But, if I had been your customer before and had your company’s texting number and you had made it clear that I was free to ask questions, I would totally ditch the million answers from Google to get feedback from a company I had used before and have no reason not to trust.  

 

Another benefit of giving your company’s texting number to customers is that people use texting constantly. For you this means that notifications from you could not get ignored the way emails can, you could get away with more texts than emails and it is quick! You send a text, they take a quick glance and would know what the point of the text is.

 

Will email ever die? Is email already dead? I have no idea. With the many different answers I have found on the Internet, it appears that as a whole, we really don’t know if email is leaving anytime soon or if it is already gone. I do however, think that texting is superior to email and that there is great potential for your business in using texting over email with your potential and loyal customers.

 

Texting has become the popular form of communication of today. People like texting because of the relaxed setting. Texting doesn’t feel like work the same way that email does. Studies have also suggested that people say things over text that they would never say in person. Texts allow for causal questions and answers without hassle. That said, here are my reasons as to why you need to look into reaching your customers through texting.

 

The stressless atmosphere that texting provides will first off allow for customers to feel free to ask questions! You may have given them the ability to ask questions before, but the process of submitting a question on your website takes time. Submitting an email is easy, yes I know that. But people want answers right then and there. Even if texting is not actually instant, people are more likely to trust that a text was sent and delivered without complication because texting is just that basic. You could use this trust concept to your company’s advantage.

 

Let’s say a customer had a quick, generic question, they could either submit an email through your company’s website as they have been your customer on a couple occasions or they could ask Google and receive multiple answers from multiple resources along with advertising from your competitors, how do you think a person would seek out the answer? I know that if it was me, I would just Google it.

 

But, if I had been your customer before and had your company’s texting number and you had made it clear that I was free to ask questions, I would totally ditch the million answers from Google to get feedback from a company I had used before and have no reason not to trust.  

 

Another benefit of giving your company’s texting number to customers is that people use texting constantly. For you this means that notifications from you could not get ignored the way emails can, you could get away with more texts than emails and it is quick! You send a text, they take a quick glance and would know what the point of the text is.

 

Now they could move on and not even think about the 10 seconds they took to check the text from you, or if your call to action was enticing enough they may take a minute or two longer to click the link you gave them.

 

You can text your customers your latest deals, discounts, referral information, blog links, and reminders about shipping (imagine how your affiliates would love to simply text for you.) What I am trying to say is that you can text them anything that you are currently email them. But a text is favoured by your customers because of how low-key a it is and they would feel free to answer or ask a question without overthinking. (As a professional overthinker, I know this first hand.)

 

A factor to be careful with is to know that your customers gave you your number and trusts that you won’t abuse that privilege. Text them about things they would care about, or what ever it is that they actually signed up for. If you do this correctly you will form a relationship of trust between the business and customer, this will ensure further sales.

 

I do have one concern with your company texting it’s customers; people may expect instant replies. Now unless you have someone working your texting phone 24/7 you may want to clarify. Upfront you need to explain that it is a person with many responsibilities who is replying to their important texts. Customers appreciate humans. Messaging bots do not have a good reputation when it comes to talking with customers. If your customers know they are talking to a human and not an  incompetent robot, they would commend you for that.

 

Speaking of robots, another possibility with texting your customers is that someday a bot could do it all for you. Yes I know I just said that customers prefer capable humans to  unintelligent robots. But someday actually intelligent, messaging bots will be quite able to interpret natural language and give a proper answer. The ability for your company to have a dependable messaging bot would be extremely beneficial for you and your customers.

 

When bots are smart enough to communicate back and forth with customers, I know that these messaging bots will be the only realistic way to reach customers. Until then, I think that emailing will stick around… even though texting makes so much sense.

 

What are your thoughts on being texted by companies? Would you switch your company over to texting over emailing, why or why not? I would love to hear your thoughts!

 

Tess Houcher

 

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