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Texting vs Calling: Which is the Best Marketing Approach?

Updated: Apr 30

texting and calling as a marketing strategy

When it comes to communicating with clients, we often find ourselves in a dilemma of whether to send a text message or make a call. This can be a nerve-wracking experience, which can be a consuming our precious time that could be spent on other essential tasks.

Which one is better? Should you text or call? This debate has been around for a while, and both methods have pros and cons. As a business, there may be many scenarios where you need to convey specific information or updates about your products to your clients. In such situations, deciding whether to opt for a call or text message is essential. This blog will help you to make an informed decision. Let's explore some of the insights on which mode of communication is better suited for your business – SMS or Call. Also, as a marketer, you must leverage the power of SMS marketing to improve customer engagement and drive sales.

This blog will help you get more insights and stats to decide which mode of communication is better, “TEXT or CALL.”

Table of contents:

When Calling Works Better?

Calling is better than texting when you need to exchange detailed information and have an in-depth conversation with a client. It saves time and helps resolve queries promptly. When negotiating with clients, you must use emotion and modulation in your voice to convey the essence of the deal, which cannot be achieved through texting. A well-set tone of the conversation can make a significant difference in closing a deal.

Therefore, calling is suitable when personal interaction is required, and the information is complex or sensitive. However, texting can also be used effectively in certain scenarios, such as quick and straightforward exchanges or for communicating information that can be easily conveyed in writing. Moreover, tone and context can be established quickly during a call, which can be challenging in texts.

When does Texting Work Better?

SMS marketing is ideal when you need to quickly convey a message or send promotional messages individually simultaneously to all. With SMS marketing, you can be precise and send information shortly and efficiently. This is especially important when you have a large customer base, and calling each person individually is much more challenging and inconvenient. Texting can vary depending on the geographical location of your clients.

A study conducted by sales experts revealed interesting insights into the preference for texting and calling across different countries. They found that people in countries such as the US and Europe prefer immediate solutions and are more inclined to pay the quoted price without negotiations if their requirements are met. In such cases, texting is a better option than calling as it allows for quick and efficient communication.

One story shared by the experts involved a US-based client who preferred to communicate via text due to his busy schedule and the need for quick answers.

Similarly, another story from a European sales expert showed that texting was the preferred mode of communication for their clients, as they could receive quick and to-the-point responses without the need for lengthy phone conversations.

Research shows that 90% of text messages are read within the first three minutes of delivery, making it a powerful tool for time-sensitive communication. Additionally, SMS marketing campaigns have an average response rate of 45%, compared to just 6% for email campaigns.

However, keeping your texts crisp and informative is important to attract and close your clients. Additionally, texting allows you to maintain a more professional tone than calling someone.

Are People Texting More Than Calling?

With the rise of smartphones, as of 2023, approximately 85% of the population in the US owns a smartphone. People increasingly use text messages to communicate with friends, family, and even businesses.

According to recent SMS marketing statistics, people are texting more than calling, with an average of 97% of Americans sending at least one text message per day. A study by Harvard Business Review says that using text messaging as a mode of communication with customers can increase customer satisfaction by 24% and is essential for any business to grow.

Additionally, text messages have a higher open rate compared to phone calls, with 98% of text messages being opened and read within the first few minutes of receipt. In contrast, phone calls are often ignored or go straight to voicemail, especially if the caller is unfamiliar.

Therefore, for businesses, SMS Marketing can be a highly effective tool for reaching out to customers and increasing engagement.  Businesses must strike a balance between texting and calling, depending on the nature of the communication and the target audience.

Why do customers prefer texting over calling?

Texting and calling both have their advantages and disadvantages when it comes to SMS Marketing. Texting is ideal when you need to convey a message quickly and efficiently, especially with a large customer base. It is also a more professional way to communicate with clients. In contrast, calling is ideal when you need to convey a detailed message and have an in-depth conversation with the client. It is also a better option when there is too much information to pass on, and you must quickly resolve any queries.

However, texting has a higher open rate compared to phone calls and is a more preferred method of communication for people. A survey by Zipwhip found that 56% of customers prefer to receive text message notifications from businesses, such as appointment reminders, order updates, and special offers. However, it is recommended to use a combination of both texting and calling to maximize your reach and increase engagement. Using both methods, you can convey your message effectively and provide a better experience to your clients.

Pros and Cons of Texting and Calling

Here is a table outlining the pros and cons of texting versus calling based on the study.






Easy to send and receive messages quickly

Can lead to misunderstandings due to a lack of tone and nonverbal cues


Messages can be read and responded to at the recipient's convenience

May not be appropriate for urgent or important conversations


Messages provide a written record of communication

Limited ability to convey complexmessages


Typically included in most phone plans and messaging apps

Limited ability for real-time dialogue and problem-solving

Wide reach

Can reach a large audience simultaneously through group messaging

May not be suitable for building strong relationships or rapport with clients





Real-time communication

Allows for immediate problem-solving and discussion

Can be disruptive or inconvenient for the recipient

Personal connection

Helps build stronger relationships and rapport with clients

May not be suitable for time-sensitive conversations

Tone and emotion

Tone of voice and nonverbal cues can convey meaning more effectively

Requires both parties to be available at the same time

Effective for complex or sensitive topics

Can convey complex or nuanced messages effectively

May not be feasible in noisy or distracting environments

Limited misunderstandings

Reduced risk of misunderstandings due to immediate feedback and clarification

Can be more time-consuming than texting

Overall, both texting and calling have their pros and cons, and the choice between the two will depend on the specific situation and the preferences of the individuals involved. In some cases, texting may be the more efficient and convenient option, while in others, calling may be necessary to convey tone and emotion and build rapport with the other party.

Should you call or text?

So, which is better: texting or calling? After examining the pros and cons of both calling and texting, it can be concluded that in most cases, texting is a preferred mode of communication because of its speed and convenience. It's also cheaper, especially for international communication.

Calling can be time-consuming and intrusive, and it can cost more. Although calling has its benefits, texting is the preferred mode of communication for most businesses because it's efficiency and effectiveness. In today's world, quick and convenient communication is essential, and texting provides that.

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