January 28, 2010
Cheaper cellphone calls to drive SMS uptake in 2010
Pieter Streicher, managing director of BulkSMS.com, says the possible reduction in mobile call charges will change consumer behaviour and stimulate SMS business communications.
... In a world where information overload is already a challenge, consumer behaviour patterns may shift and expect businesses to contact them less with a phone call and more with an SMS.
One of the changes could be that people are less likely to answer calls, particularly from numbers that are not in their phone book. People may also leave their phones on silent for longer periods. These two factors would result in increasing numbers of voicemail messages.
Recent research by US networks indicated that people are increasingly neglecting their voicemails. In a study conducted for Sprint, results showed that people under the age of 30 are four times more likely to answer an SMS within minutes than respond to a voicemail. Those over 30 were twice as likely to do the same.
... Businesses will need to gear themselves to embrace the opportunity of SMS to remain relevant and in touch with customers. In the future, a call or a voicemail will not make the customer service grade—if a company cannot reach a customer telephonically, they will need to have the ability to send a follow-up SMS.
Interesting excepts from BulkSMS Predictions. This post is a paid editorial ad from BulkSMS, a leading wireless application service provider offering two-way SMS messaging services.
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