Why The Future of Business-to-Consumer Communication is Text-Based

How Business Owners Must Cater To ‘Generation Mute’

Feliks Eyser
Jan 26 · 6 min read
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Mobile messaging — the future operating system for business communication. Illustration: Ariane Frida Sofie

Messages with benefits

Imagine all the benefits of texting versus calling. Chat is so simple and fast. When was the last time you tried to change your rental car reservation over the phone, and how much did you enjoy the experience? Here, it literally takes five seconds (eight if you’re currently sitting on the vehicle).

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“‘Going text’ is not a bug. It’s a feature.”

A whole generation on mute

To me, hell is a place where I’m forced to haggle with outsourced airline call-center agents over a spotty connection for 24/7. And I’m not the only one who feels that way.

“Millennials hate phone calls and appreciate convenience. 88% of them prefer text.”

That means that every business from flower shop to airline will be expected to answer to text. Soon, some unlucky car dealer will (h̶e̶a̶r̶) read, “Sorry man, I bought my BMW 7 Series at the other place because you didn’t text me back! Lol.” #FML.

Big tech is already there

The big tech companies are already all-in on business messaging. Did you know that you can send money on WhatsApp in India and Brazil?

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Software eats the telephone

Even though this new chatty world looks shiny and nice for consumers, challenges emerge for business owners. For example, today, most communication tools like WhatsApp or Google Business Messages are still “single-player.” It’s not easy to share accounts and have teams collaborate. Also, there are more communication channels than digital nomads in Bali. Chat is all over the place—WhatsApp, Instagram, Facebook, Telegram, Signal,iMessage, Google, SMS, you name it. When you think you’ve covered them all, some Gen Z kid will start nagging your business on TikTok. (Ok, boomer. Be prepared for that.)

“Just like every business has a phone system today, all of them will have an ‘inbox system’ in a few years.”

We’re going to see more of those as more and more VC money flows in the space. The companies mentioned above have raised more than 1 billion USD in venture capital. That’s serious cash to move businesses from speaker to keyboard.

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Feliks Eyser

Written by

Tech founder & investor from 🇩🇪. Sharing experiences for first-time founders💡🛠🚀

The Startup

Medium's largest active publication, followed by +773K people. Follow to join our community.

Feliks Eyser

Written by

Tech founder & investor from 🇩🇪. Sharing experiences for first-time founders💡🛠🚀

The Startup

Medium's largest active publication, followed by +773K people. Follow to join our community.

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