Why Text Messaging Out-Performs Email in Customer Communication

For years, email was the standard for managing digital customer interactions such as eForms and eSignature. However, mobile-optimized, text-based transactions have recently proven to bring far higher completion rates thanks to greater accessibility and familiarity. Today’s customers expect to be able to complete sales and service processes instantly and from anywhere. That’s what makes text message the optimal channel for time-sensitive, customer-facing tasks. Studies have found that

businesses convert 40% more customers when texting in conjunction with an interaction.

Lightico provides a best-in-class customer interaction platform that allows agents to send customers a text message link that opens to a secure environment, where customers can fill out mobile-optimized forms, upload digital documents, get ID instantly verified, submit payments, and electronically sign. In this way, Lightico’s mobile-based platform enables businesses to complete more transactions faster while maintaining the highest levels of security.

Immediate response

Emails are no longer conducive to instant interactions and quick responses. Spam filters that keep out legitimate emails and clogged inboxes increase the probability of important emails falling through the cracks. As a result of these shortcomings, among others, only 22% of emails are opened. On the other hand, customers are significantly more likely to immediately respond to company-sent text message transactions. Studies have found that 93% of texts are read within the first three minutes of receipt, and 98% of all texts are opened.

Anywhere

The traditional way of digitally transacting with customers—through PDFs with fields and eSignatures lines embedded—require customers to have access to special computer software. This limitation forces customers to wait until they have computer access to complete the transaction, prolonging turnaround time and requiring agents to chase customers. Text message-based transactions can be completed from anywhere when customer interest and intent is highest.

Familiar

Customers use their smartphones for everything: ordering a car, getting takeout, checking their bank balance. Why should other activities be any different? Imagine the ease of experience when a customer can simply squiggle their signature, snap a picture of their photo ID, and fill out mobile-optimized intuitive forms that don’t jump or skip. This vastly improved customer experience translates into higher completion rates and loyalty.

Secure

The top text messaging-based platforms have security that rivals or surpasses that of email communications. They exceed the standards of the U.S.’s ESIGN Act and the Uniform Electronic Transaction Act. They use single sign-on and audit trails to ensure the legitimacy of the transaction and preserve the integrity of all documents. Furthermore, HTTPS encryption, penetration testing, advanced threat detection, and another gold-standard network services ensure an unbreachable text message environment. Thanks to this security infrastructure, 80% of ultra security-conscious financial services firms already use text messaging for customer communications.