The Link Between Customer Retention & Texting Service

Customers overwhelmingly prefer texting over calling. Texts are read almost instantly, responded to quickly, and far less disruptive than phone calls. Businesses that make texting their primary communication channel see higher customer satisfaction, stronger retention, and more revenue opportunities.
The stats prove it:

• 89% of consumers would rather interact with businesses via text than by phone. ‍
• 95% of texts are read within three minutes.
• Customers are seven times more likely to respond to a text than a voicemail.

Where communication often breaks down

Even with texting available, many businesses still run into challenges. Calls go unanswered during busy times, service reminders get lost in the mail or ignored in inboxes, and scheduling turns into endless phone tag. On top of that, staff often spend hours every week managing simple but repetitive texting tasks. Each breakdown creates unnecessary friction and risks frustrating customers.

Why improving communication matters

When communication is smooth, customers notice. Texting makes it easy to confirm or reschedule appointments in seconds and ensures important recalls and reminders don’t get missed. Businesses benefit from fewer no-shows, more kept appointments, and staff who can focus on service instead of endless follow-ups. Ultimately, better communication through texting leads directly to higher satisfaction, improved retention, and stronger revenue growth.

How conversational AI fits in

Text-based communication has already proven to be one of the most effective ways to connect with customers. Now, Conversational AI takes it a step further. Acting like a digital receptionist, it can automatically send recall notices, confirm or reschedule appointments, and reach out when service is due. By enhancing texting with automation, businesses can save time, reduce repetitive tasks, and create more consistent customer experiences—all while keeping staff focused on higher-value work.

The bottom line

Customers prefer texting over calling because it’s simple, fast, and reliable. Businesses that lean into this shift gain a real advantage. Conversational AI is the natural next step—helping organizations scale text communication in ways that weren’t possible before.

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As customer expectations continue to evolve, the companies that succeed will be those that meet people where they are: on their phones, in real time, with interactions that are quick, convenient, and consistent. Texting—and now AI-powered texting—has moved from being a competitive edge to being a baseline expectation. The sooner businesses embrace it, the stronger their customer relationships and long-term growth will be.
Want to see how conversational AI can work for your business? Book a demo with Kenect and explore what’s possible.

_{Updated 9/4/2025}