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Does Your Customer Engagement Strategy Really Match the Customer Journey?

According to a recent survey conducted by Forrester Consulting and sponsored by Somos, many brands struggle to bridge the gap between perceived customer needs and delivering a logical and complimentary solution. For example, although 80% of brands recognize that the quicker a customer can contact their brand, the happier the customer will be, many still prioritize traditional communications channels, such as email and direct mail, over consumers’ preferred communications channel—texting.

The survey also found that:

  • Only 55% of companies believe there are circumstances when a customer would like to contact them but find that placing a phone call is inconvenient
  • Consumers are sending texts more often than they are placing calls, especially younger generations
  • The rate of communication via SMS between brands and customers for customer service is disproportionate from what we know a customer prefers

Read more about the disconnect between consumers and brands, and how texting can help bridge the gap when you check out “Text Me When You’re Ready - Serve Customers On Their Terms With Text-Enabled Toll-Free Numbers.”

New Research at Your Fingertips

Survey findings affirm the benefits of business texting adoption. Download this report to see how business texting can help deliver a better customer experience and increased bottom line.

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