Why text-back works: 98% open rates and near-instant reads
3 min read
Published January 27, 2025
The signal from CTIA (the U.S. wireless association)
CTIA highlights that text messages have ~98% open rates, which explains why SMS is so effective for time-sensitive customer communications (CTIA Messaging page; see also CTIA's filing to the FCC noting "SMS open rates are estimated to be 98 percent" on p.7, footnote 19:PDF here).
98% Open Rate
Far above email open rates, making SMS the most reliable channel for time-sensitive communications
Practical takeaways for Atlanta SMBs
Time-sensitive moments
Missed call, ETA, "We're on the way."
Booking links get tapped on mobile
Reduce no-shows with reminders
Compliance first
Include "Reply STOP to opt out"; register A2P 10DLC for solid deliverability
What to track
- Click-through as an open proxy, reply rate, bookings, opt-outs
- Compare text-back vs. voicemail return rates
Try text-back automation — see the 98% in action
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