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.

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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.

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The Tools

Financial institutions are expected to offer basic digital banking tools such as mobile banking and remote deposit. However, tools like SMS text and chatbots can make financial institutions more accessible to their customers.

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.

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The Role of
Two-Way Communication in Self-Service

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Have Questions?

Schedule a time to chat with our Solutions Consultant and find out how Invo can help. Our discovery calls are consultative, not salesy, because we want you to succeed.