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Text Marketing Trends to Watch For This Year (2020 Edition)

Mar 31, 2020
4 MIN READ

With a 98% read rate, text messaging has become a popular and effective marketing trend. 9 out of 10 consumers prefer to text with businesses, and text messages are more likely to be read than emails. 

But as more companies adopt text messaging, you’ll need to keep your strategy fresh by capitalizing on the latest SMS marketing trends in 2020. 

To increase the effectiveness of SMS in your digital marketing strategy, consider these eight text marketing trends for your strategy this year:

 

1. Move From Phone to SMS in Customer Service

Customer service plays a supporting role in marketing departments by delivering on the brand promise.

Studies show 52% of consumers prefer texting customer support reps, and this practice is becoming more mainstream. 

Nearly 60% of consumers aren’t willing to wait on hold with customer service for more than one minute, and consumer attention spans will only shorten. 

Texting with customer support allows anyone with a cell phone to resolve issues quickly — without enduring long hold times and transfers. Shorter resolution times with SMS can also encourage consumer trust and help boost the bottom line.

 

2. Growth Across Promotions, Sales and Offers

SMS boasts a near 14% conversion rate. It’s quickly becoming one of the most popular marketing channels for generating revenue through sales and promotions. 

Around 49 million consumers opt in to receive text messages from businesses. 

Beyond promotions, marketers will begin to leverage the platform by incorporating cart abandonment offers, VIP programs and birthday or anniversary specials to boost brand loyalty.

SMS generates higher response rates than phone calls, email or Facebook, so adding it as a promotion channel should be a no-brainer.

 

3. Cross-Selling Through Transactional SMS Updates

77% of consumers have a positive perception of companies that keep them informed through text. 

With increasingly cluttered email inboxes, more consumers are opting in to SMS to receive order updates. Text messages let companies provide instant value through transaction updates such as order confirmation and shipping/delivery notifications.

Sending status update text messages also gives companies an in to cross-sell or provide discounts for future orders while customers are already engaged.

 

4. Mainstream Availability of AI-Enhanced Chatbots

SMS chatbots are a huge text marketing trend that started taking off this year. They save time and effort by automating parts of the customer experience and providing instant answers to common customer inquiries. 

Breakthroughs in AI have made the technology more pervasive in mainstream software products. And these advances will continue to spill into SMS software. 

You’ll see AI-powered chatbots step in to answer customer questions, complete tasks and facilitate orders without the need for human intervention.

AI also allows for greater personalization, which will enable companies to customize messaging and create meaningful customer interactions at scale.

 

5. Increased Usage of Trigger-Based Messages

Just as email automation has allowed marketers to scale communications dramatically, trigger-based messages offer a similar benefit to text marketers. 

You can set triggers to celebrate milestones, notify potential customers of an abandoned cart or even request feedback. 

SMS also adds a more personal touch to automation, so your audience is more likely to connect with the message and take action.

 

6. Rise of SMS Marketing Among B2B Companies

B2B marketers have been slower to adopt SMS in their marketing campaigns compared to B2C companies. But the popularity of SMS also applies to individuals working in the B2B sector.

B2B companies rely heavily on relationship building and targeted marketing campaigns to attract and convert the right type of customer. But cold calls and mass emails feel impersonal and rarely get through to a busy business professional. 

Winning with B2B marketing starts with providing value, and marketers will find new, creative ways to send helpful content via SMS.  

B2B marketers will also leverage SMS to engage existing customers by relaying new product features or updates and providing limited-time offers to increase customer lifetime value. 

 

7. SMS Will Become a Top-Performing Marketing Channel 

Email marketing has been touted as the highest ROI marketing channel. However, few studies have been conducted on the ROI of SMS marketing.

Compared to SMS software, email marketing platforms can be expensive. Although email lists tend to be larger than SMS, engagement and conversion rates are much lower for email. 

As more companies build out their SMS programs, they’ll quickly identify text marketing as a high-ROI digital marketing channel. 

 

8. Review Requests Will Escalate 

Reviews weigh heavily on a consumer’s purchase decision; 72% say positive reviews make them trust a local business more. 

However, collecting customer reviews isn’t easy. With a more engaged base, SMS offers an effective way to extract customer reviews and build trust. 

Because reviews play such a critical role in marketing and sales, more companies will leverage the high engagement of SMS to grow their customer reviews. 

 

Capitalize on Text Marketing Trends With Textedly 

A successful SMS campaign begins with the right software. Whether you’re new to SMS marketing or want to employ new text marketing trends in your existing 2020 strategy, Textedly offers the flexibility to accomplish your goal.

Textedly provides simple SMS solutions for businesses that are easy to set up, so you can start messaging your customers right away. 

Get started with Textedly’s free trial to kickstart your SMS marketing campaign.

Start Texting Your Customers for Free With Textedly