Study: In three years, the use of SMS in business has increased by 30%

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The number of mobile messaging app users is expected to reach 3 billion by 2022*. In an ultra-connected society, businesses must adapt their communication tools to meet the ever-changing needs and demands of their customers and employees. The survey conducted by Esendex, Europe’s leading professional messaging group, in collaboration with PricewaterhouseCoopers (PwC), reveals that in three years, the use of SMS in business has increased by 30%. The sectors with the highest adoption rates are finance, IT & telecommunications and retail. This growth is expected to increase by a further 12 points over the next few years.

Finance, the first sector to use SMS
In three years, the use of SMS in business has increased by 30%. This expansion is particularly notable for the finance (36%), IT and telecommunications (35%) and commerce (33%) sectors. The forecasts for the coming years are even more dizzying. According to the study conducted by Esendex, this growth should increase by 12 points in these sectors of activity in the next three years. “ What attracts our customers is the return on investment that SMS offers, ” explains Laurent Auzzino, Sales Director France at Esendex. With an opening rate of 95%**, SMS is indeed a communication tool increasingly favored by companies to communicate with their customers or employees.

In addition to its ease of use and customization, it is above all the low cost of this communication channel as well as its efficiency that appeal to French companies. SMS can in fact be sent to any device.


Multiple use cases
If companies in the IT and telecommunications sector use SMS, it is above all to ensure continuity of service in the event of a breakdown or problems on the network. In this situation, an SMS can be automatically pakistan whatsapp list sent to the teams. With a reading time of approximately 3 minutes, the SMS allows important messages to be communicated and disruptions to be minimised.

SMS is also used by companies in the financial sector to simplify debt collection. Automatic SMS reminders are an effective way to encourage customers with arrears to settle their situation. SMS transactions offer a personalized payment environment to the company.

Businesses, for their part, have integrated SMS into their marketing strategy. SMS marketing campaigns allow you to generate leads and new customers, or to communicate about the latest promotions and special offers. Easily customizable, SMS offers a high conversion rate and a measurable return on investment.


PricewaterhouseCoopers (PwC) survey for Esendex carried out between October and December 2020, among 4,389 companies in Europe and Asia-Pacific, including 690 in France.