THE CONVERSATION REPORT

A consumer and brand survey on texting back

You've built your list. You're sending SMS campaigns. Customers are engaging.

But what happens after they hit reply? For most brands, that's where the story gets uncomfortable.

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In a channel built for immediacy, 76% of brands still can't respond in real time. Nearly half of consumers report getting a delayed, generic, or no reply at all. And 82% of shoppers have abandoned a purchase simply because they couldn't get an answer fast enough.


These are decision moments happening at scale, every day, in your owned channel.

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The conversational report: 

A consumer and brand survey on texting back

brings together data from both sides of the SMS conversation:

Customer-side

Responses from 1,000 shoppers on what they actually experience when they do.

Brand-side

Survey data from 840+ DTC operators ($1M+ revenue) on how they actually handle replies.

What‘s inside

step1
How DTC brands at $1M+ in annual revenue handle SMS replies (and where execution breaks down)
step2
The response time window that makes or breaks a purchase decision
step3
Which questions customers ask right before they buy (or abandon)
step4
The revenue and insight lift brands expect when they close the gap

The customers who text you back aren't looking for more marketing.

They're one good answer away from buying. Is your SMS strategy set up to catch them?

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