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Is Calling Customers a Dying Trend?

Updated: Mar 24


Smartphones as a Communication Device


Smartphones are seen as one of the most popular forms of communication that currently exists on the market. The share of Americans that own smartphones is now 81%

The relative ease of use and the versatility of smartphones have made it incredibly easy for customers to keep in touch with people and get in touch with businesses.

Smartphones provide the ability to call, text, and email customers amongst other communication methods which has made it convenient for people to stay connected at all times.

But not all forms of communication are as valuable as others and text has become a very favorable form of communication.

A median of 78% of mobile phone owners used their devices to send texts and 93% of Millennials own smartphones.

Hands down, the best way to get in touch with customers is through text based solutions sent straight to their smartphones.


Why Text?


Just 14 years ago is when the original iPhone smartphone released which started to change how modern communication is done with customers en masse. Fully 97% of smartphone owners used text messaging at least once over the course of the study period, making it the most widely-used basic feature of app.

But why has text become the main form of communication with mobile devices such as smartphones when calling is still an option?

Calling has its uses but it also has its downfalls:

  • Calling takes longer to do over sending a quick text message, especially if you are just getting in touch

  • Calling requires a customer to give up valuable time of their day to speak to you, which may make them less receptive to your call

  • If a customer can not give the time at that specific moment in their day, then the call either goes to voicemail or is done another day

Text proves useful where calling can fail

  • Texting allows business to reach out to customers without interrupting a customers busy day

  • Customers can then read and respond to the text at their own convenience.

  • Texting is done a lot quicker than calling for both customers and businesses

What this means is that customers can go about their day and businesses can reach a lot more customers than they could by calling.

With that in mind, it is no wonder that text has become such a popular form of communication through smartphones.

Customer demand has made it clear that there is a need for text based solutions in the business world and slowly businesses have started to catch on. Customers will choose to do businesses with the businesses that can meet and keep up with their demands for new communication methods.




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