The modern business has a multitude of choices of tools to communicate with their customers, potential customers, and internally with their team. The list of tools ranges from traditional phone calls to automated chatbots.
But new technology requires time and money and with a small team, you don’t want to overcommit to more communication channels than you can manage. As a small business, how do you decide which tools will appease both your customers and your team? These eight communication statistics will help you land on an integrated solution that works best for you and your business.
People Want to Talk to People
- 40% of customers prefer talking on the phone for customer service issues.
- Out of all the frustrations involved in a bad customer service encounter, the number one complaint was not being able to reach a live person for support.
Texting is the New Email
A 2019 Workplace Communication survey conducted by SlickText found:
- 92% of U.S. adults carry text-enabled phones, 98% of smartphone users use text on a regular basis, but only 14% of companies text with consumers. There’s a huge opportunity few brands are taking advantage of.
- 61% of respondents ignore emails at work and 44% say sending a text as opposed to email is the best way to reach them.
Your Customers Can & Will Self-Serve
- 70% of customers now expect a company’s website to include a self-service application.
- 88% of people have been able to find a solution for themselves via a self-service resource.
Omnichannel is Best
- 70% of customers now expect a company’s website to include a self-service application.
- 88% of people have been able to find a solution for themselves via a self-service resource.
Communication for the modern business has evolved with more people working remotely, rapid technology advances, and increasing customer expectations. Although phone communication reigns superior in many scenarios, research shows that a healthy mix of channels is the way to go.
The two most important things to keep in mind are providing a smooth customer experience and the tools necessary for effective internal collaboration. To read the full post with more information about how to choose your communication tools, visit our blog.
