SMS/RCS and voice communications are essential to reach customers. 90% of SMS/RCS messages are read within three minutes, and when compared to email messages, 98% of SMS/RCS messages are read vs. email at 20% (Adweek). Communication via phone still offers considerable benefits in an increasingly impersonal world; 83% of US consumers prefer talking with someone on the phone to solve customer service issues (Accenture). SMS/RCS and voice functionality are must-haves for customer-facing websites and mobile app companies, 69% of businesses surveyed use cloud communications to connect and engage with their customers.
(Data from TeleSign Consumer Communications Report, 2018)