A Better Way to Reach Your Customers02/18/19
Most companies are not keeping pace with their busy, mobile customers. Over 6 billion text messages are sent daily in the U.S., yet few companies provide a true two-way messaging channel for their customers to use to communicate with them. A messaging channel provides many benefits for both businesses and their customers.
We are on the move both professionally and personally. It is predicted that by 2020, 72% of U.S. workers will be mobile. We are less tied to a computer in our work lives as well as our personal lives. Messaging is an easier communication channel and works more seamlessly with our the increasingly mobile lifestyle.
Smartphones are getting better
Smartphones are getting better and better, so we are using desktops or laptops less. We use our smartphones every day, all day, with many of us checking it at least every 10 minutes. And, with new phone costs approaching and often exceeding the costs of a laptop, people choose to spend money on their smartphone. Businesses must have a mobile strategy that provides a frictionless option for mobile customer communication.
Easier for businesses and their customers
A messaging channel is an easier way for mobile customers to communicate. Short, concise interactions, are easier to create, read and respond to. Messaging also integrates seamlessly with other phone apps including the calendar, map, email and phone. People don’t have to write down an address, phone number or website. They simply tap the link to go to the desired information.
Faster response time
Messaging mimics the speed of a real-time conversation.The average person checks their phone 80 times a day, so messages reach people faster and are responded to faster. In fact, 97% of messages are read within three minutes of being received and the average response time is 90 seconds. People can easily reply to text messages in real-time from their mobile phone.
Multiple conversations at once
A two-way messaging channel allows businesses to engage in multiple conversations at one time. In fact, studies have found that six times as many interactions can be handled at one time when compared to phone calls. So messaging increases productivity along with customer satisfaction.
Get the right message to the right people
Personalized, targeted messaging reduces the noise of social media. The right message can be sent to the right people at the right time on the right device!
Improve the customer experience
A messaging channel makes it easier for customers to reach a business—no automated phone attendant or waiting for an email response. When it’s easy for customers, it reduces friction and increases their satisfaction. Customers feel good about their interactions with a business and are more likely to become loyal customers.
Peoplocity’s two-way, personalized messaging platform is making it easy for businesses to communicate with customers throughout their entire journey. We’d love to talk with you to see if we can help you improve communications with your customers. Find out more at Peoplocity.
Tags: customer experience, Messaging