New data from Zipwhip, the first company to text-enable existing business phone numbers, shows that 75% of consumers say they´ve been unable to get in touch with a business the way they prefer because the business didn´t offer that option, and 96% said that frustrated them, the company said.
One of the most preferred methods of communication is texting — 80% of respondents said it´s important to them that businesses offer the ability to text. In separate Zipwhip surveys, having a texting conversation with a business isn´t a foreign concept anymore to consumers; 61% say they´ve had one.
The data shows that if businesses don´t offer someone´s preferred communication channel, rather than accommodate the business and use the channels they do provide, customers will simply go elsewhere. Nearly half (48%) will go to a competitor, a third (33%) have unsubscribed from a business´s communications and almost 20% said they´ve left a negative review.
The findings show that while businesses that limit communication channels are penalized, those that make communication easier for their customers are rewarded. Consumers said when a business provided the communication channel they wanted, they made more purchases from the business (40%), recommended the business to a friend or family member (40%), filled out a satisfaction survey (38%) and left a positive review (30%). Plus, more than one third (37%) of people say they respond to a business´s communications faster when it provides the type of communication they want.
For the purpose of this report, Zipwhip surveyed over 500 consumers.
More than 35,000 companies use Zipwhip to increase customer engagement and drive growth through texting on their existing landline, VoIP or toll-free phone number. Intuitive cloud-based software, an enterprise-grade API and direct network connectivity mean businesses can use any computer or mobile device to securely and reliably reach their customers, every time. Your customers are only a text away: https://www.zipwhip.com.