Why Call When You Can Text? Consumers Want Text Messages From Brands — Retail Bum

Consumers prefer receiving text messages from brands — as long as they get enough value in return, according to Attentive’s annual State of Conversational Commerce Report, which surveyed 8,000 consumers across the U.S., Canada, the U.K., and Australia.

The survey found that 91% of consumers have either already opted into a brand’s SMS program or expressed interest in doing so. Furthermore, consumers are willing to share personal information in exchange for incentives such as free shipping, complimentary gifts, and tailored recommendations.

Attentive also found that 88% of consumers are open to two-way conversations with brands regarding products, while 87% are willing to text to resolve checkout-related issues. These findings suggest that conversational commerce — interactive, customer-driven experiences that facilitate the entire purchasing process, from initial awareness to post-purchase follow-up — has become widely adopted throughout the shopping journey, allowing brands to connect with customers and fill revenue gaps by providing personalized and prompt attention.

“Conversational commerce radically changes how consumers shop in their day-to-day, and SMS marketing is at the heart of this shift,” said Sara Varni, CMO at Attentive.