SMS vs Email and Apps: Customer engagement infograph

Written by

We all know that mobile phones are now the main form of communication. If you’re not reading this on your smartphone right now, it’s a safe bet that it’s within reach. In fact, 80 per cent of people check their smartphone within 15 minutes of waking up and overall, we spend more than four hours of our day glued to the mobile screen. In this article, we want to take a look at SMS vs email and apps when it comes to customer engagement.

It’s a no-brainer that you should be interacting with your customers on the devices they’re already using regularly. But all mobile communications platforms aren’t created equal, and it can be difficult to weigh up which one is best suited for both your audience and your business objectives.

A tried and tested method: email

There are very few businesses that aren’t already using email to communicate with customers. Likewise, there aren’t many consumers who don’t have an email address. So, it makes sense to make email one of your communications tools – especially if you’re a B2B company – but it shouldn’t make up your whole strategy.

How many times have you opened an email only to think, I’ll come back to this later when I’ve got more time? And how often have you forgotten about that email entirely? When only around 20 per cent of emails are opened, and only 2 per cent of links are clicked, it’s obvious that people just aren’t engaging with their emails. If you’re looking for a two-way conversation with your customers, or to get across information that’s easily absorbed, it’s not your best option.

So, should you be using a mobile app?

When it comes to mobile, many businesses think they need to jump straight in the deep end and start building an app. But while apps are great for interactive experiences like gaming and social media, they don’t always make sense. What if you just need a way to send quick, timely updates to customers – like delivery or product stock notifications? Is it worth building a whole app for that? It’s also a crowded market. With over 3.5 million apps on Google Play alone, competition is fierce. And consumers are feeling the app fatigue – 90 per cent of all apps are only used once before they’re deleted.

One app to rule them all

There’s one platform that’s easily overlooked: SMS. Text messaging isn’t anything new, but it’s trusted and reliable. Best of all, it’s already built directly into your customers’ phones so they don’t need to download yet another app. With a text message, you can interact with people in a way that feels personal and 1:1, but fits easily into their day-to-day lives. You’re not interrupting them with a phone call or overwhelming them with too many choices. It’s quick to read and respond to, and very few people ever leave an SMS unread. Millennials check their phone up to 150 times a day, and half even check it in the middle of the night, so it’s unlikely they’ll miss your message.

Mobile communication doesn’t have to be complicated. When you want to say something quickly, or make it easy to respond, why wouldn’t you use the messaging platform your customers are already using every day? And as our devices get smarter, you can now even provide the functionality and interactivity of an app or email in the tried-and-trusted format of a text.

Check out our infographic (created in partnership with OpenMarket) to find out more about the best communications platforms for your business.

SMS vs Email vs App

If you’re ready to get started and learn more about how SMS can improve your customer engagement, book a demo today.

Book A Demo


Published on: 14th June 2018


Blogs and guides

News, opinion and solution guides for organizations operating contact centres

vonage partners with voicesage
Blog

Vonage Partners with VoiceSage to Help Businesses Transform Customer Engagement with Rich Media Messaging

Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, is partnering with VoiceSage, a global proactive communications provider based in Ireland, UK,…

Read more
sms marketing 2021 voicesage
Blog

20 SMS Marketing Statistics 2021 You Need to Know

In this article, we’ve put together 20 SMS marketing statistics for 2021 that are a must to know for marketers and other businesses using SMS…

Read more
highlight the benefits of your business banner
Blog

Why You Need to Highlight the Benefits of Your Business to Appeal to Your Customers

Benefits are the reason your customers buy your products – but how do you highlight them at the heart of your marketing strategy? We all…

Read more

Book a Demo

Experience VoiceSage for yourself with a personalised demonstration

Book a demo with one of our customer engagement experts.
See how VoiceSage transforms outbound and inbound customer contact operations.



Book a Demo