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Statistics showing how communication is migrating from voice to other channels

If your non-profit helpline only serves people by telephone, you may soon be expected to also deliver your service through SMS and live chat. Get more insights from the below listed statistics.

  1. American nonprofits are beginning to utilize text messaging (also known as SMS, which stands for “short messaging service”) more than any other mobile phone technology because of its versatility and market penetration. In its current form, text messaging is most effective as part of a multi-channel communications strategy. This 2010 Nonprofit Text Messaging Benchmarks report is joint venture betweenMo bile Advocacy & Fundraising M+R and MobileActive.org, the aim of this study is two-fold: 1) To provide benchmarks and metrics by which nonprofit organizations can measure their success with text messaging; and 2) to illustrate the various ways in which organizations are using text messaging. Download the report here.
  2. The research firm found that American teens send, on average, 10 texts per hour that they’re awake and not in school. That’s an average of 3,146 per month. According to Nielsen, text message use is expected to grow as older generations adopt the method to keep in touch with their children. “The average text message number has increased every year, but the huge room for growth that is still remaining has been underestimated given the penchant for texting among the 17 and under segment.” Read more (Nielsen Company, February 09, 2010)
  3. Texting preferred comms channel for teens. Teens continue to let their fingers do the talking. A new report out from Pew Research found that texting is the top form of communication between this age group, more popular even than talking on their mobiles or email. Read more (Pew Research, April 2010)
  4. Now older generations are getting to grips with mobile technology and texting, too. The new research by Tekelec found that 60% of people over the age of 45 were just as likely to use text messaging as they were to make voice calls. It also revealed that 44% of 35 to 44-year-olds and 14% of over-45s send more than 30 text messages every week, reports Mobile Marketer. Read more (Tekelec, Jan 2010)
  5. New mobile handsets are introduced every day with new features and better abilities but still the most popular feature is mobile messaging. According to a new report from Strategy Analytics, mobile messaging will increase from $65 billion (2007) to $88 billion (2012); that is an increase of 15%. SMS text messaging has been the dominate force for messaging and will continue to be the top choice for consumers. Read more (Statgey Analytics, Aug 2008)
  6. The report from Experian finds that there are nearly 3 billion mobiles currently in use. If you need a reference point, consider the fact that in 2001, only about 13% of consumers worldwide were using mobiles and by 2010, more than 70% of the population will be connected by cell. The most popular cell phone activity remains talking. Second (59% engagement level) is text messaging, followed by taking pictures (49%) and downloading ring tones (17%). Accessing the mobile web and email are increasingly popular activities on mobile phones. Read more (Experian, June 2008)
  7. Use of live chat is increasing. A survey of 100 top Internet retailers by The E-Tailing Group found that almost a third (32%) offered live chat, up from 29% the previous year. Increasingly the attraction is live chat’s ability to boost sales, while many retain the service as a less expensive customer service channel. Read more (The E-Tailing Group, Jan 2009)
  8. Two-thirds (67%) of human beings have a mobile phone subscription – that’s a pretty impressive figure. In comparison, the Internet is accessed by around 1.7 billion, or 26% of the world’s population. Read more (International Telecommunications Union, Feb 2010)
  9. When it comes to mobile phone use, the Brits may not be hot for mobile Internet access, but texting is another matter altogether, found a U.K. mobile monitoring firm. In 2008 (in Britain), 78.9 billion texts were sent but last year saw that figure rise 23% to reach 96.8 billion – that’s 11 million text messages per hour or 265 million per day. Read more (Mobile Data Association (MDA), feb 2010)
  10. Definition, History and more statistics – Wikipedia articles on:
    1. Text Messaging 
    2. Instant Messaging
    3. Online Chat


iCarol is your help line software company that is here to make your job easier as Executive Director or leader of a non-profit contact center. Whether you have a crisis, help or 211 referral line, we are here to help you help more people in your community. Read more…

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