You’ve built your list. You’re sending SMS campaigns. Customers are engaging. But what happens after they hit reply? For most brands, that’s where the story gets uncomfortable. In a channel built for immediacy, 76% of brands still can’t respond in real time. Nearly half of consumers report getting a delayed, generic, or no reply at all. And 82% of shoppers have abandoned a purchase simply because they couldn’t get an answer fast enough.

These are decision moments happening at scale, every day, in your owned channel.

Customer-side

Responses from 1,000 shoppers on what they actually experience when they do.

Brand-side

Survey data from 840+ DTC operators ($1M+ revenue) on how they actually handle replies.