Should You Use an App or SMS Messaging? Or both?
It’s an app world out there. The average mobile owner has about 40 apps installed at any one time. But they usually use approximately 15 regularly. That’s all according to the Harvard Business Review. Personally, that’s about right. Though I would bet I’ve had many more than 40 apps before, but I get around to deleting some eventually.
And that’s the point. Most apps aren’t used and are often deleted. As a mechanism to engage your customers, an app may not be all that you think it will be. The Harvard study also showed that app usage tends to cluster around five major types:
- Social
- Entertainment
- Communications
- Navigation
- News
Shopping doesn’t make that list because only 5% of consumers spent time in shopping apps. If you’re a retailer, that has to give you pause when you think about creating an app to reach out to customers. But for the moment, let’s say you have an app and it fits into one of those categories.
You still have the issue of getting the customers to open and engage with the app. Currently, notifications are the most used way to get their attention. But is that the only way?
Do notifications work?
At first blush, notifications are awesome. You get updates right on your screen without having to open the app. But it doesn’t take too long before they become the bane of any existence. If you have the average 40 apps, you’re notification screen is probably on fire most of the time – at least it can look that way as the messages pop up over and over. That is, until you turn them off.
A study by Brand Quarterly shows that consumers turn those notifications off about 50% of the time (for me it runs closer to 80-85%. But I’m very particular). The phrase “notification spam” is rampant on the web where you’ll find all sort of articles telling you how to turn them off.
Even if your customer sees your notification among the sea of messages scrolling across the screen, another study, this one by Acengage suggests only 6% of notifications succeed in getting people to open the app mentioned in the message.
That really isn’t a great open rate. The conclusion is you may get a small percentage of your customer base that is enthused about your app to the point they use it regularly. The rest are lost to you on mobile. Unless you get smart about how you connect with them.
How SMS messaging can fit in too
If you’re determined to engage customers on mobile, and through your app, you may want to consider a multi-channel approach. First, segment your customers into one group that uses the app and responds to notifications, and another group that doesn’t do either. The second group is prime ground for SMS messaging.
Despite the growth in use, consumers still aren’t jaded about SMS messages. It’s a primary form of communication for them so they still read nearly everything that comes through. And they read it fast. Here are a few more benefits of SMS:
- Consumers already know it. There are no new apps to learn and navigate
- It doesn’t rely on a high speed internet connection which many apps can (video and images primarily)
- Recent studies show consumers want to be contacted via SMS by brands
By using SMS messaging to contact customers that don’t use the app (or haven’t for a long time), you can get them engaged again. You can drive them back to the app or try sending links to mobile websites to see if they prefer that. Or you can even interact directly using SMS (with two-way messaging).
This two channel approach means you still have the opportunity to reach all your customers on some level. If they ignore your notifications, text messages will probably get their attention. So the question isn’t notifications vs. SMS anymore. The question is: how do I use both?
Do you have an app for your business? Does your experience resemble these latest studies? We’d love to hear your thoughts on the subject in the comments.
Related Articles
9 Factors That Prove SMS Marketing Really Works
Marketing is all about finding the balance between gaining a personal relationship with a client and communicating in a professional manner. SMS marketing is all about experimenting with that balance and has now become a highly popular form of marketing. Here are 9 reasons why SMS marketing actually does work.
What You Need to Know About Choosing SMS Keywords
Keywords are a big deal in SMS marketing. They’re more important than ever, whether you use a shortcode or a virtual mobile number (VMN) if you’re planning on using two-way messaging. Here's what you need to know to help you choose the right keyword for your SMS marketing campaign.
An A-Z of SMS Marketing: C is for Character Count [Infographic]
3 Common Errors That Will Ruin Your SMS Marketing
You worked hard to get those customers on your SMS marketing list. But now they are unsubscribing like crazy, or maybe just no longer responding to your messages. What happened? Maybe you’ve committed one of the following common, but easy to fix, errors that can completely drive your customers away.
Using SMS to support drive-to-web strategies
How SMS Messaging can Boost your Social Media Marketing
Is your social media struggling? Read this article to learn how businesses of every shape and size can use SMS messaging to drive social media engagement and generate revenue from increased brand exposure. Whether the goal is to support a one-off sales campaign or a long term drive to increase reach, SMS messaging offers an unparalleled opportunity to make your brand's voice heard in the increasingly noisy social media space.
How to Capture the Essence of Autumn in Your SMS Marketing Campaign
Black Friday week is here! But there is still plenty of time…
The Ultimate Guide to SMS Marketing for Small Businesses
SMS marketing or short messaging service marketing is swiftly gaining popularity all over the world. Using text messages for business purposes is convenient and quick. It's also extremely cost-effective when compared to other methods of communication. When used correctly, an SMS marketing campaign can do wonders for your business reputation, not to mention your profits.
12 Reasons Mobile Messaging is “A Beautiful Thing”
Beauty is in the eye of the beholder. But could text messaging really be considered beautiful? You might argue that it depends on the messages you get! That’s a valid approach, but I recently found a description of mobile messaging that made me believe it is indeed beautiful, so I thought I’d share it with you.