Why Texting Is the New Calling for Business Communication

Text Messaging Is The New Calling For Business Communication

In today’s hyperkinetic world, how businesses communicate can make or break their relationship with customers. Among the most significant changes we've witnessed is the rise of texting and decline of the phone call. The numbers don’t lie, but more to the point, texting feels in step with how customers live and work today.

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The Rise of Texting

Phone calls are quickly getting replaced by text messaging as the desired method people want to use to contact businesses. It’s speedier, less invasive and more flexible. A text doesn’t interrupt someone’s day like a phone call does; it waits for the other person. This degree of control is what consumers want today.

Texts are opened on average 5 minutes after reception. The open rate for SMS is close to 100%, most texts will be read—unlike emails or even missed calls, which can be easily missed or ignored. Even better: Response rates to texts can be a multiple of the rates for email or voicemail messages.

Convenience Wins

Phone calls mean having both parties available at the same time. That can be difficult to ensure in a busy world. Texting, by contrast, is asynchronous. You can message them now and have them reply in a few seconds, a few minutes or even an hour. There’s no pressure.

This is a huge time-saver for businesses. No waiting on hold or playing phone tag, or having to leave an awkward voicemail. And your customers don’t have to drop what they’re doing to chat with you. They get to be as active as they want, on their schedule.

Better for Business Efficiency

Texting also reduces costs. It takes time and staff to do phone support, sales calls, appointment reminders. Furthermore, with SMS a single rep can readily juggle a few different conversations at the same time, particularly if the flow of conversation is augmented by automated systems or AI.

But the cost savings are even more profound. Every individual phone call requires much more in labor and time to complete, versus sending a single automated or personalized text message. For businesses where volume is the game, that difference can be enormous over time.

Customers Expect It

Maybe the most important is that consumers have grown to expect texting. It’s how they talk to friends, family, and now — businesses. From receiving updates to confirming an appointment to asking questions, people prefer to trust businesses that text.

Companies whose approach is phone calls only often feel like they are from previous century — or you may perceive them as more difficult to work with. But the ones that do adopt messaging immediately feel more contemporary, responsive and easy to work with.

Final Thoughts

Calling has its purpose, especially for heart-to-hearts or topics of a sensitive nature. But for brief updates, reminders, specials and customer service, texting wins hands down. It’s faster, more effective, and more in line with how people communicate now

If you’re interested in how brands are using texting to grow sales, increase retention, and personalize engagement in 2025, don’t miss The Power of SMS Marketing in 2025: Brands, You Better Pay Attention..

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