Even though most US retail ecommerce professionals believe it makes sense for their business to use text messaging to communicate with customers, just 29.0% say they actually do so, according to June 2016 research.
In addition to the 29.0% who already communicate with customers via SMS, according to research from mobile engagement solutions provider OpenMarket and Internet Retailer, 52.1% of those who do not think there are applicable use cases for their business, but it isn’t a high enough priority. Another 15.5% were actively in the process of looking for a vendor to help with SMS communications.
Among those retail ecommerce professionals who do use text messaging to communicate with their customers, most look to it as a customer service vehicle, as well as for marketing
Article source: https://www.emarketer.com/Article/Three-10-Retailers-Rely-on-SMS-Customer-Service-Promotions/1014403
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