You’re out and about running errands and check your phone to look at the time. When the screen lights up, you notice that you’ve just missed a call. You don’t recognize the number and can’t really call back because, hey, you’re busy. There’s no voicemail, but you want to know who it is. What if it’s something important?
What do you do?
If your instinct is to text the number, you’re in the majority. In Zipwhip’s 2019 State of Texting report, 58 percent of consumers said that they’ve tried to reply to a missed call via text. From a business perspective, that’s a big deal if your phone number isn’t equipped to receive texts. Messages can’t be delivered, so they’re left floating in the void, never to be read.
Those texts may be cold and alone forever, but there’s a bigger bummer to consider if your business phone number isn’t text enabled: You’re neglecting your current customers.
We know that’s not your intention, but do your customers know that? Whether your business line is text enabled or not, it’s likely that your customers are already texting you. When a text goes unanswered, customers feel ignored, unimportant and it could leave them with a negative perception of your business.
There’s also the chance that you’re missing out on new business. Think about all the sales calls your team makes that go unanswered. How many potential customers tried to text you and never got a response? Text enabling your business phone number is the best way to ensure you’re not missing communication of any kind.
Why reply to a missed call with a text?
Consumers might text a reply to a missed call because they’re in a noisy environment or don’t want to disrupt those around them with a phone call. Or they might prefer to not talk on the phone altogether.
No matter the reason, the fact that nearly 60 percent of consumers have texted a number from a missed call should be a clear indication of their preferences – customers now expect to have the option to text any phone number from their mobile phones. Texting is the preferred communication medium for audiences of all ages, which means you’re creating a communication gap if your business is only relying on emails and phone calls.
Customers want a conversation
In taking the initiative to text a number from a missed call, customers are demonstrating that they’re game to have a conversation. In our 2019 State of Texting report, we found that three out of four customers say they get frustrated when they can’t reply to a text from businesses. The culprit of this issue is short-code texting messaging.
You’ve probably received a text from a business with a short-code number. They’re only five or six digits long and are used to send mass texts to large audiences. Recipients can’t message the number (usually limited to STOP to opt-out or another similar action), which eliminates the opportunity for conversation. If your business is only using short-code messaging to engage customers, you’re missing out on building relationships and better serving your audience. Read more about short-code messaging and why it’s best to text from a 10-digit number here.
Text enable your existing business phone number
Customers expect to text and call the same phone number. Make it possible with Zipwhip’s texting-for-business software. It’s the fast, easy and convenient way for customers and businesses to reach each other. Try it out with a free trial.