Key Insights
Essential data points from our research
SMS messages have a 98% open rate compared to 20% for emails
90% of SMS messages are read within 3 minutes of being received
The average response time for a text message is 90 seconds
SMS marketing click-through rates (CTR) average 19.3%
Coupons delivered via SMS have redemption rates 10 times higher than those of printed coupons
29% of targeted SMS marketing recipients click on links in messages they receive
75% of consumers are OK with receiving SMS messages from brands (after opt-in)
64% of consumers think companies who text value their time more
54% of consumers would like to receive marketing promotions via text message
Using SMS for customer support can lower the cost of support by 25%
70% of consumers say they have used a mobile device to find customer support
Businesses with SMS support capabilities see a 20% reduction in customer churn
65% of brands say that SMS marketing is a "very effective" channel for them
61% of marketers still do not use SMS marketing despite its high engagement
39% of businesses use some form of text messaging to communicate with their customers
B2B & Comparison vs. Email
- 165% of brands say that SMS marketing is a "very effective" channel for them
- 261% of marketers still do not use SMS marketing despite its high engagement
- 339% of businesses use some form of text messaging to communicate with their customers
- 4Mobile ad spending is expected to surpass desktop by 25% next year
- 5SMS marketing is used by only 30% of ecommerce brands, leaving a huge opportunity gap
- 6The number of people who send and receive text messages is predicted to rise to 5.9 billion by 2025
- 740% of B2B marketers utilize mobile marketing to influence business purchasing
- 8Only 21% of businesses currently use SMS for marketing promotions
- 9Retailers spending on SMS messaging is growing 52% year-over-year
- 1061% of U.S. marketers are increasing their text marketing budgets this year
- 11SMS marketing has a 209% higher response rate than phone, email, or Facebook
- 1235% of marketers send email and SMS messages to the same subscribers
- 13By 2024 mobile commerce will control 73% of all ecommerce sales
- 1480% of business professionals currently use text messaging for business purposes
- 15Only 13% of SMBs allow customers to text them
- 16Text messages produce 6x more engagement than email marketing for B2B
- 1773% of businesses expect their SMS marketing budget to increase successfully
- 18While email has a spam rate of 53%, SMS spam rate is less than 3%
- 1920% of market leaders plan to use SMS marketing as a primary channel within 12 months
- 2042% of business owners and marketing managers use text messaging for business without company approval
Interpretation
SMS marketing is basically cash on the sidewalk—boasting a 209% higher response rate, under 3% spam and a mobile audience headed toward 5.9 billion—yet only a minority of brands use it, leaving a massive, low-risk opportunity that more marketers are finally funding even as some send texts without proper approval.
Consumer Preferences
- 175% of consumers are OK with receiving SMS messages from brands (after opt-in)
- 264% of consumers think companies who text value their time more
- 354% of consumers would like to receive marketing promotions via text message
- 491% of users who opted in to receive texts from a brand see those messages as useful
- 548% of consumers prefer direct communication from brands via SMS
- 669% of consumers value being able to contact a business via text
- 758% of consumers say they have tried to reply to a missed call via text
- 844% of consumers would rather receive product details through SMS than any other channel
- 967% of people would rather text a business about an appointment than talk on the phone
- 1077% of consumers have a positive perception of companies that offer text messaging
- 1155% of consumers prefer SMS for appointment reminders vs email
- 1285% of mobile users prefer an SMS from a business over a voice call
- 1380% of people use texting for business specifically to check order status
- 1456% of consumers would rather message customer service than call
- 1560% of consumers want to be able to text personalized support requests
- 1643% of consumers proactively text a business for inquiries
- 1783% of millennials open SMS messages within 90 seconds
- 1841% of consumers would prefer to get brand updates via SMS rather than email
- 19Over 50% of consumers typically opt into SMS updates for shipping notifications
- 2088% of millennials prefer texting over calling for business communications
Interpretation
Taken together, these numbers make it clear that opted-in SMS isn’t a gimmick but the modern, time-saving front door to customer relationships—consumers find texts respectful, useful and faster than calls or email for reminders, orders, support and promotions, with millennials in particular opening them almost instantly.
Conversion & ROI
- 1SMS marketing click-through rates (CTR) average 19.3%
- 2Coupons delivered via SMS have redemption rates 10 times higher than those of printed coupons
- 329% of targeted SMS marketing recipients click on links in messages they receive
- 450% of consumers have made a direct purchase after receiving an SMS branded text
- 5SMS campaigns perform 7 times better than email campaigns in terms of CTR
- 691% of customers who opted in to receive texts see them as somewhat or very useful
- 716% of consumers will abandon their cart if they don't receive a mobile notification
- 8Mobile offers are redeemed 10x more frequently than print offers
- 932% of recipients react to promotional offers via text message
- 10Providing a mobile number increases lead conversion by 100%
- 1166% of consumers would pay more for something if it was supported by a mobile messaging channel
- 12Texting a prospect after initial contact can increase conversion rates by 112%
- 13E-commerce marketers using SMS see a 9.9% ROI increase
- 1453% of marketers say SMS is among their top 3 revenue-generating channels
- 15Subscribers who receive SMS messages are 40% more likely to convert than those who don't
- 16A personalized SMS campaign can see an ROI of over 500%
- 17SMS cart abandonment flows generate over $58 revenue per recipient
- 18Welcome series SMS messages see an average of 51.1% conversion rate for some industries
- 19Adding SMS to email marketing can boost ROI by nearly 50%
- 2048% of internet consumers say they would prefer to receive loyalty-related messages via SMS
Interpretation
SMS marketing is the phone call your customers actually want to pick up: texts drive far higher clicks, redemptions, conversions, and ROI than email or print, rescue abandoned carts, and reliably turn opt-ins into purchases.
Customer Support & Retention
- 1Using SMS for customer support can lower the cost of support by 25%
- 270% of consumers say they have used a mobile device to find customer support
- 3Businesses with SMS support capabilities see a 20% reduction in customer churn
- 471% of consumers say using text messaging to communicate with a business was effective
- 5SMS allows support agents to handle 3-4 times more customers simultaneously than voice
- 697% of companies found out about a customer service issue through SMS feedback loops
- 7SMS appointment reminders reduce missed appointments by 26%
- 831% of consumers respond to SMS surveys, with an average response time of less than 6 minutes
- 9Implementing SMS in the loyalty program increases engagement by over 40%
- 1080% of financial service companies use SMS to combat fraud and retain trust
- 11Texting in the sales process leads to conversion gains of 40% or higher
- 1280% of customers believe receiving SMS updates about their order improves their experience
- 1363% of customers will switch to a company that offers text messaging as a communication channel
- 14Companies using SMS for schedule management save an average of $150 per missed appointment
- 1590% of leads prefer to be texted rather than called
- 16Loyalty program members receiving SMS spend 30% more than non-SMS members
- 17SMS reduces the need for phone follow-ups by 50% for service teams
- 1872% of business professionals prefer texting to messaging apps for critical alerts
- 19Real estate agents using SMS retain 20% more clients annually
- 2033% of adults have sent a text message to a landline to reach a business, expecting a reply
Interpretation
SMS is the business equivalent of a Swiss Army knife, trimming support costs and missed appointments, enabling agents to handle far more customers, speeding survey responses, boosting conversions, loyalty and spend, reducing churn and phone follow-ups, helping detect issues and fraud early, and giving customers the fast, preferred channel they increasingly expect.
Engagement & Open Rates
- 1SMS messages have a 98% open rate compared to 20% for emails
- 290% of SMS messages are read within 3 minutes of being received
- 3The average response time for a text message is 90 seconds
- 4SMS marketing campaigns generate a 45% response rate
- 582% of people say they open every text message they receive
- 662% of consumers check their phone immediately when they wake up
- 7People check their phones an average of 58 times a day
- 8SMS engagement rates are 6 to 8 times higher than email marketing engagement rates
- 9A third of consumers check their text notifications within one minute of receiving a text
- 1070% of customers say SMS is a good way for businesses to get their attention
- 11The average user spends 3 hours and 15 minutes on their mobile device daily
- 12Push notifications have a solid read rate but SMS is 4x likelier to be opened
- 1359% of people respond to a text message within 1-2 minutes
- 14Users interact with their customized SMS marketing links 23% of the time
- 1596% of marketers rated mobile marketing as very effective or somewhat effective
- 16Consumers are 4.5x more likely to reply to an SMS than an email
- 1751% of consumers check their phones at least a few times an hour
- 18The click-to-open rate for SMS remains consistently high at near 30%
- 19Text messages are read on average within 5 seconds of receipt
- 2075% of people like to have offers sent to them via SMS
Interpretation
Think of SMS marketing as a polite but insistent tap on the shoulder: with a 98% open rate, most texts read within minutes and response rates that dwarf email, texting turns attention into action faster and more reliably than any other channel.
