{"id":29734,"date":"2023-03-09T12:34:17","date_gmt":"2023-03-09T01:34:17","guid":{"rendered":"https:\/\/messagemedia.com\/au\/?post_type=blog&p=29734"},"modified":"2024-03-15T15:32:28","modified_gmt":"2024-03-15T15:32:28","slug":"consumers-and-convenience-what-new-data-says-about-how-to-reach-customers","status":"publish","type":"blog","link":"https:\/\/messagemedia.com\/au\/blog\/consumers-and-convenience-what-new-data-says-about-how-to-reach-customers\/","title":{"rendered":"Consumers and convenience: What new data says about how to reach customers"},"content":{"rendered":"

Typically, consumers look to businesses to provide them with choices. But as people<\/span> become busier and increasingly overwhelmed, they want businesses to provide <\/span> them with something different: <\/span>ease<\/span>.<\/span><\/p>\n

From advances in online shopping and smartphone delivery services to automated <\/span> banking and virtual assistants, businesses are providing solutions that can help <\/span> simplify our lives. It\u2019s natural, then, that<\/span> customers woul<\/span>d expect that<\/span> same level of <\/span> convenience when communicating with businesses.<\/span><\/p>\n

That\u2019s the recent feedback we received when we surveyed<\/span> consumers about their <\/span> expectations around business messaging<\/span>.<\/span> And the results will give you insight on <\/span> how your business can perfectly meet customers where they are and make them <\/span> happy.<\/span><\/p>\n

Convenient communication builds trust<\/h2>\n

With so many people relying on their smartphones (or a smartwatch that can <\/span> display texts) for communication, text messaging and SMS have become essential <\/span> tools for businesses looking to connect with their customers in convenient, efficient <\/span> ways.<\/span><\/p>\n

And as it turns out, offering convenient communication options has an added side <\/span> benefit: an immediate boost to your \u201cknow, like and trust factor\u201d with the customer.<\/span> From the survey responses, we noted something impressive: A whopping 82% felt a<\/span> messaging option boosted their confidence in the brand. Additionally, 67% of <\/span> consumers had already subscribed to business texts.<\/span><\/p>\n

In short, engaging with consumers through instant messaging is worth a business\u2019 <\/span> time. So, to establish SMS as an open channel between you and your customers <\/span> what expectations do you need to meet?<\/span><\/p>\n

4 tips to build business messaging into your everyday routine and <\/span> gain customer trust<\/span><\/h2>\n

1. Make it easy to opt-in (and out) to SMS communication<\/h3>\n

This is an important first step because laws and regulations are continuing to be put<\/span> into place to protect consumers from spam messages. You\u2019ll stay in the clear if you <\/span> build a list of interested consumers, by adding a mobile phone number option to <\/span> forms on your website or exclusive offers available after texting a keyword to your <\/span> number. (We\u2019ve got 17 more ideas for capturing phone numbers here.)<\/span><\/p>\n

Once someone is on your list you want to make sure you keep them there: Just over<\/span> 40% of the consumers we talked to said they opted out of business texts because of<\/span> too many messages and 21% cited a lack of relevance. So, be sure to keep your <\/span> audience lists focused and your SMS messages meaningful.<\/span><\/p>\n

2. Start with appointments, updates<\/span>,<\/span> and customer service texts<\/span><\/h3>\n

It\u2019s getting harder to get people to pick up a phone call. Shifting to text for <\/span> necessary communications like scheduling appointments, crucial updates to <\/span> products or services, or the all-important customer service messages is a game <\/span> changer.<\/span><\/p>\n

It means you can reach people quickly, so they have the information they need at <\/span> their fingertips.<\/span><\/p>\n

In fact, our survey respondents made it clear that they are checking text messages <\/span> multiple times a day, with over 32% saying they check between 6-10 times a day<\/span>.<\/span> When we asked consumers if they had received a delivery reminder through SMS <\/span> 68% said yes and 58% of those said they would have missed the delivery without <\/span> the text reminder. So, if it\u2019s an important message, put it on their phones. Then <\/span> they\u2019ll see it right away.<\/span><\/p>\n

3. Put your marketing where their attention is – their phone<\/h3>\n

We no longer have a captive audience that can be reached through traditional <\/span> marketing outlets<\/span>.<\/span> <\/span>People are always on the move and can engage from <\/span> anywhere<\/span>,<\/span> anytime<\/span>, and<\/span> any device. Stopping the scroll matters \u2013 especially <\/span> when 52% of the consumers we surveyed said they made a purchase (either online <\/span> or in a store) after receiving a retailer\u2019s SMS to their phones, and 67% confirmed <\/span> they made a purchase after getting a promotional offer through text.<\/span><\/p>\n

Maintaining a digital presence makes sense for a modern business, but imagine <\/span> managing your messaging across platforms like Facebook, Google, and SMS from a <\/span> single interface. It is possible, and with platforms like WhatsApp growing in <\/span> popularity, your business could stay on the leading edge when it comes to your <\/span> visibility with your market rather than playing catch up.<\/span><\/p>\n

4. Gather feedback with SMS<\/h3>\n

Why guess or wait for a poor review when you can get immediate input from the <\/span> people who matter most \u2013 your customers. And it’s as simple as having a bulk SMS <\/span> provider and a mobile phone. <\/span><\/p>\n

SMS is a great way to gather feedback from your customers quickly, allowing you to<\/span> tune your messaging or even fix issues far faster than before<\/span>.<\/span> <\/span> <\/span>The feedback you <\/span> ask for can include questions about customer service, product satisfaction, or <\/span> anything else you would like to learn. With 50% of our respondents saying SMS gets<\/span> their attention more than email and 81% saying they had provided feedback to a <\/span> company using SMS, <\/span>business<\/span>es<\/span> like<\/span> yours have the opportunity to amp your <\/span> customer engagement \u2013 especially when you\u2019re in the palm of their hand.<\/span><\/p>\n

It’s clear that consumers expect convenience from businesses, and SMS and text <\/span> messaging are powerful tools that businesses can use to deliver the convenient <\/span> experiences that their customers are looking for.<\/span><\/p>\n","protected":false},"author":1,"featured_media":29735,"menu_order":33,"template":"","meta":{"_acf_changed":false,"popular":false,"coming_soon":false,"link":"","footnotes":""},"blog_category":[40],"class_list":["post-29734","blog","type-blog","status-publish","has-post-thumbnail","hentry","blog_category-trends-innovations"],"acf":[],"yoast_head":"\nWhat Communication Channels Do Customers Prefer? | MessageMedia Australia<\/title>\n<meta name=\"description\" content=\"We surveyed businesses and consumers to find out which communication channel is preferred. Get the data and meet customers where they are. 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