Choosing the Right Communication Channel
Small businesses often wonder: should we call, text, or email? The answer depends on the situation, your industry, and your customer demographics.
When to Use Each Channel
- Phone: Sales conversations, urgent matters, complex questions, building relationships
- Text/SMS: Appointment reminders, quick confirmations, follow-ups
- Email: Detailed proposals, documentation, non-urgent communication
Customer Preferences by Age
| Age Group | Preferred | Acceptable |
|---|---|---|
| 18-34 | Text > Email > Phone | All channels |
| 35-54 | Phone = Email > Text | All channels |
| 55+ | Phone > Email > Text | Phone, Email |
💡 Pro Tip: The best strategy is multi-channel — have a memorable phone number AND text-enabled SMS. Let customers choose their preferred channel.
