Text Message vs. iMessage: Which is Better for Customer Communication?

When it comes to employee-customer communication, businesses have an array of tools at their disposal. Two popular communication channels are text message and iMessage. In this blog post, we’ll examine the differences between text message and iMessage and which one is better for employee-customer communication.

What is Text Message?

A text message is a communication service that allows users to send short messages from one mobile device to another. Text messages have been around for more than two decades and are supported by all mobile phones and carriers. Text messages are limited to 160 characters and can include text, emojis, and some multimedia attachments like images and videos.

What is iMessage?

iMessage is an instant messaging service developed by Apple. It is available exclusively on Apple devices like the iPhone, iPad, and Mac. iMessage allows users to send text messages, photos, videos, voice memos, and more to other Apple users over Wi-Fi or cellular data. iMessage also includes features like read receipts, typing indicators, and end-to-end encryption.

Characteristics of a Good Communication Platform

Before we compare text message and iMessage, let’s establish what makes a good communication platform. Here are some of the characteristics that businesses should look for in a communication platform:

  1. Accessibility: A good communication platform should be accessible to all parties involved. This means that the platform should work on all devices and be easy to use.
  2. Speed: In today’s fast-paced world, speed is key. A good communication platform should allow for quick and efficient communication between parties.
  3. Security: Businesses must ensure that their communication platform is secure and that their customers’ data is protected.
  4. Archiving: It’s important for businesses to have an archive of all communication with their customers. This ensures that businesses can refer back to previous conversations and track customer interactions.
  5. Customization: Businesses should be able to customize their communication platform to meet their specific needs. This may include branding, automated responses, and more.

Text Message vs. iMessage: A Comparison

Now that we’ve established what makes a good communication platform, let’s compare text message and iMessage in the context of employee-customer communication.

  1. Accessibility

Text messages are supported by all mobile phones and carriers, making it accessible to virtually everyone with a mobile phone. On the other hand, iMessage is only available on Apple devices, which limits its accessibility.

Winner: Text Message

  1. Speed

Text messages are typically delivered almost instantly and are a reliable way to send quick messages. iMessage is also fast, but it requires an internet connection to send and receive messages, which can cause delays in areas with poor network coverage.

Winner: Text Message

  1. Security

Text messages are not encrypted, which means that messages can be intercepted and read by third parties. iMessage, on the other hand, uses end-to-end encryption, which ensures that messages are only readable by the sender and receiver.

Winner: iMessage

  1. Archiving

Text messages are stored locally on the user’s device and can be deleted at any time, which makes it difficult for businesses to maintain an archive of customer communications. iMessage, on the other hand, stores messages in the cloud, which allows for easy archiving and retrieval of messages.

Winner: iMessage

  1. Customization

Text messages do not offer many customization options beyond the ability to add multimedia attachments. iMessage, on the other hand, offers a range of customization options, including the ability to customize message bubbles, send effects, and more.

Winner: iMessage

Which One Will Your Organization Use?

In conclusion, both text message and iMessage have their strengths and weaknesses. While text messages are more accessible and faster, iMessage is more