2-Minute Read
The Role of Two Way Communication in
Self-Service
Meet your customers where they are through the most responsive communication channels available to them. Here’s how financial institutions can maintain the highest level of accessibility with customers.
The Breakdown
75% of customers want to be reached via text. 98% of SMS texts are opened and 95% of all texts are opened within the first three minutes. The numbers don’t lie: customers desire two-way communication with their financial institution.
Customers are 5x more likely to respond to text than emails
Two-way texting sees
dramatically higher
response rates.
Along with convenience, two-way SMS texting boasts far higher response rates than other communication forms, such as email or telephone.
Customers respond to texts nearly five times more than emails, and most of your customers check their phones at least 160 times daily. Not only are customers more likely to see and respond to banking texts, but they will also to do it faster.
The Tools
The Results
By deploying two-way communication channels, financial institutions can see average response rates as low as 90 seconds compared to around 90 minutes for emails.
Free eBook
The Role of Two-Way Communication in Self-Service
Explore the benefits of two-way communication for improving customer experience and driving growth.
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