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Texting vs Calling vs Email | Pros and Cons of Texting

April 27, 2020
SMSTemplatesPersonalization

Texting vs Calling vs Email. We List the Pros and Cons of Texting, Voice and Email

Emails, calls, voice mails, and social media all offer great ways to communicate with contacts and customers. Businesses and organizations have a variety of ways to connect with audiences. 

However, more than ever, businesses are communicating with customers using text messages. In fact, 39% of businesses already use some form of text messaging. That’s a lot of businesses that are already communicating with their customers via text.

Text messages have a 98% open rate. That’s higher than any other form of communication because we all love the convenience of text messaging.

But what are the pros and cons of texting? How can texting improve a customer’s experience with your business? Read on to learn more about this great way to reach customers at scale in a new, more personalized ways.

Texting vs Calling

Phone calls have long been the main type of customer communication. But telephone culture is on the decline. Customers just don’t pick up the phone or engage in face to face conversations. They’d rather send and receive a quick text.

76% of consumers report they don’t like talking to businesses on the phone, and this number is increasing every day. Texting is 7 times more likely to get a response than talking on the phone or leaving a voicemail.

On the business spectrum, text messaging is also much more efficient. Phone conversations can take forever, and you can only complete them one at a time.

Calling contacts can be a long process. Dialing, speaking to a person on the line, and even leaving a voicemail takes a lot of time.

With SMS text messaging, you can complete that same task and broadcast to a much larger audience. 

Traditional phone lines also have very few integration opportunities. Text message marketing allows you to integrate, customize, and scale messaging in a matter of minutes. 

With just 160 characters, texts can reach customers, get read, build a connection, and move them further toward taking action. Text messaging can streamline outreach and save time, money, and energy.

Phone Call ProsPhone Call Cons
Universal mode of communicationSusceptible to poor network connections, loud ambient noise, and malfunctioning handsets
Everyone owns a cell phoneCan increases the chance of negative customer service experiences related to being on hold or feeling pressured to answer
Demands undivided attention from your audience once they answerCan only complete one at a time
A faster way to find solutions to complex problems and issuesFewer integration opportunities
Improves personal engagement with your audienceLower response and engagement rates

Email vs Text

Email marketing campaigns are a tried and true method of business communication. Email is the most widely adopted form of communication and it has many advantages.

Lengthy campaigns allow you to nurture customers, deliver appealing content, and cover a wide variety of topics. But email campaigns suffer from low engagement rates.

The average person receives dozens of emails a day, but many of those messages get deleted and never get read. Email also has a low engagement rating. We’re talking around 20% for open rates and about a 6% response rate

Compare that to text messaging. Text messages have a 98% open rate and a 45% response rate. Customers are also much more likely to mark advertising emails as spam. When it comes to receiving email, some audiences may never even have the chance to see your message.

Since text messages have a character limit they’re brief and they get to the point quickly. This makes them great for delivery notifications, appointment reminders, and targeted messages. Texts clearly encourage customers to take actions like, “schedule an appointment”, “pay bill” and “redeem offer”.

A well-rounded digital marketing strategy may include both SMS marketing and email marketing. Email works great for long, in-depth customer communications. Whereas text message marketing is best for short messages, calls to action, and immediate engagement.

Email ProsEmail Cons
Email is universalHigher spam message rates
Everyone has an email addressEmails are likely to go unread with low open and response rates
Effective for sharing files and important attachmentsPrimary means of spreading malware through website links and email attachments
Can send e-blasts and newsletters with more in-depth contentDependent on servers, and may not be received in real-time
Provides a reliable written trail for your records or legal purposesContacts need to be opted in to receiving messages

Texting vs Social Messaging Apps

With social messaging apps like WhatsApp, WeChat, and Facebook Messenger have come to dominate the consumer messaging market. They’re popular instant messaging tools that are easy to access and use. These channels are also a more personal and less formal mode of communication.

It’s easy to start two-way conversations. Like texts, messages on these platforms get sent and are received instantly in real-time.

Though these social messaging platforms are cheap and easy to access they have a drawback. Each user needs to have the app to send and receive messages. All of this messaging takes place on dedicated app networks. These networks are separate from the normal telecom networks you use for SMS messages.

This is where SMS has the advantage. Nearly every mobile phone comes equipped with a built-in, native text messaging app. 

As a business or organization, this means that SMS gives you access to a much wider demographic. Social messaging apps are limited by the fact that each person in the conversation has to have the app.

If a contact hasn’t downloaded the app, and aren’t logged in, they will never receive your messages or engage.

Social Messaging ProsSocial Messaging Cons
It’s instant, and gets your important messages across quicklyYou need to have the app and be logged in to receive any communications
It can be brief, but there are no character limitationsCan be overrun with spam messages
It’s free, as long as you have access to the internetIf you don’t have access to the internet, you won’t reliably receive communications
It’s conversational and can open up two-way communicationIt can be perceived as intrusive

Integrate Text Messages into Business Communication With SnapDesk

SMS messages give businesses the freedom to communicate with their customers in a more personable and direct way. Text messaging has even become one of the top four most adopted mobile marketing tactics to date. 

Business text messaging is also versatile. Integrating an SMS app like SnapDesk can change how you do business. Many businesses already use text messaging for appointment reminders, updates, notifications, billing and payment reminders, and even short review links.

Interested in learning more? We’re here to help you grow customer engagement through text messaging. Try SnapDesk for 14 days free.