Smiling professional in brown shirt using smartphone at modern office desk with laptop and documents

When it comes to customer communication, businesses have traditionally relied on phone calls and email. But the reality is changing—fast.

  • Email open rates average 42% across industries.1
  • Phone calls often go unanswered, with consumers picking up only 48 percent of the phone calls they receive.2
  • Meanwhile, SMS messages achieve a 98% open rate and a 45% response rate.3

The numbers speak for themselves: SMS is now one of the most effective channels for time-sensitive, high-engagement communication.

The Case for Business SMS

Adding SMS to your communication strategy allows your team to:

  • Engage customers instantly
    Messages are read within minutes, making SMS perfect for reminders, alerts, and updates.
  • Reach people where they are
    Unlike email, SMS doesn’t get buried in an inbox. Unlike phone calls, it doesn’t interrupt.
  • Keep work and personal separate
    Staff can send messages from the company number, not their personal mobile.
  • Centralise communications
    Calls, SMS, and chat all managed from one app means no fragmented channels.

SMS vs. Phone Calls vs. Email

  • SMS vs Email:
    Email is great for long-form content, but SMS outperforms when you need fast action.
  • SMS vs Phone Calls:
    Calls build rapport, but SMS gets higher answer rates when the goal is speed and clarity.
  • The Hybrid Approach:
    Businesses using a mix of SMS, calls, and email are seeing higher customer satisfaction and reduced missed connections.

Who Benefits Most from Business SMS?

  • Healthcare: Appointment reminders, test result notifications.

  • Retail & eCommerce: Delivery updates, promotions, stock alerts.

  • Finance & Insurance: Security codes, fraud alerts, renewal reminders.

  • Hospitality: Booking confirmations, last-minute updates.

  • Education: Student notifications, parent alerts.

  • Field Services & Logistics: Job updates, driver communication, scheduling.

For mid-market organisations with dispersed teams, SMS creates a consistent, professional communication channel that supports both customers and staff.

It’s time to Rethink Your Communication Mix

If your business is still relying on phone calls and email alone, you’re likely missing opportunities to connect. SMS is no longer just for marketing. It’s an important and effective communication channel for modern businesses.

Ready to explore SMS solutions for your organisation?

Sources

  • 1
    Email Open Rates By Industry (& Other Top Email Benchmarks) – Hubspot
  • 2
    22 Business Phone Statistics – Numa
  • 3
    The Future of Sales Follow-Ups: Text Messages – Gartner

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