It’s official—mobile use is now prevalent throughout internet users and businesses. Most people would respond to this statement with, “I could’ve told you that,” but what we’re still learning is how people interact with these mobile devices, and how they can best used to service businesses effectively and securely.
Analysts and companies of all shapes and sizes have released statistics about developments in mobile use this past year, and particularly, how companies have grown to use SMS. Here are some of the most impressive findings.
Mobile use is so big, the world starts to use these devices the moment we wake up.
According to ExpressPigeon, over half of users grab their smartphones immediately after waking up. This is just one of the ways we’ve grown to interact with our mobile devices more as time has gone by.
These mobile usage statistics indicate that mobile use is growing in new ways—especially when using SMS.
- According to Nielsen, SMS is the most used data service in the world.
- According to MBA online, more than 4.2 billion people are texting worldwide.
- According to the Pew Research Center, 81% of Americans text regularly and 97% of adults text weekly.
- According to CTIA, 6 billion SMS messages are sent each day in the US, over 180 billion are sent each month, and 2.27 trillion are sent each year.
- According to Portio Research, the world will send 8.3 trillion SMS messages this year alone – 23 billion per day or almost 16 million per minute.
- According to Statistic Brain, the number of SMS messages sent monthly increased by more than 7,700% over the last decade.
The reason that SMS messages are being sent at a faster speed across the globe—when it comes to communication effectiveness, they work.
- According to Mobile Marketing Watch, SMS messages have a 98% open rate, while email only has a 20% open rate.
- According to Velocify, SMS messages have a 45% response rate, as opposed to email which has a 6% response rate.
It’s clear that SMS is very influential for the general population’s overall use, but it’s not just personal use. Statistics show that businesses are starting to pay more attention to SMS as a reliable and secure communication source.
Most businesses think that their customers want support via SMS.
The most important communication for businesses isn’t always internal. Sometimes it’s communication with customers, and data shows that businesses are starting to make the move to customer communication via SMS message.
- According to ICMI, 79% of companies believe customers want SMS support, and 1 in 5 customers is just as likely to prefer a text message from a business to a phone call.
- According to Dimension Data, 38% of contact centers currently use SMS, and 23% have plans to implement in the next 12 months.
- According to Forrester & ContactBabel, SMS text decreases the price of a customer service call from $6-$20 call to pennies per session.
Customer service isn’t the only use—businesses are starting to see the benefits to SMS message for internal use, as the response rate is so much higher.
- According to eWeek, 80% of people are currently using texting for business.
- According to eWeek, over one-third of business professional say they can’t go 10 minutes without responding to an SMS message.
- According to Loyalty 360, 20% of financial services companies use SMS to ensure business continuity and add to their multichannel capabilities.
- According to Vitiello Communications Group, nearly 70% of employees think their companies should us SMS to communicate with employees, and 86% say it should not just be reserved for customer communication.
These statistics show that mobile use isn’t just here to say, but that it’s growth is changing the way businesses are communicating securely and reliably both internally and with customers.
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Megan has been writing about enterprise technology, data, infosecurity and environmental technology for several years. Tweet her @MeganRoseM, or check out her blog: www.meganmorreale.com.