Customers prefer personalised texts

New Ideas in MarketingEssential news for marketers, summarised by YouGov
July 23, 2021, 1:46 AM UTC

People like conversing with real people as opposed to receiving automated messages.

According to a Podium report, 74% of respondents are more likely to text with a business if they know they are messaging a real person. 50% of consumers would respond to business messages if its representatives on the call/text introduced themselves. 45% of customers are more likely to opt into text message lists of local businesses, than online stores.

A majority of customers wish to receive texts about coupons and discount offers. This is followed by messages offering royalty benefits and back-in-stock notifications. Though people want to hear from businesses regularly, marketers must not overwhelm customers with messages.

While 16% of shoppers would accept a text per day (at least), 62% of them would like messages restricted to once per week. 75% of customers could unsubscribe from message lists if they received too many.

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