Customers want to communicate with you. But in the same way they chat with their friends.
According to Twilo’s Customer Communication Report, Bridging the Communication Divide, nearly 7 out of 10 businesses think they communicate effectively with their customers. Yet only 2 out of 10 customers agree.
The result: A negative impact on the company’s bottom line.
The most successful businesses, Twlio conclude, engage their customers with the right information. They use the right channel, and use it at the right time. And they design their communication experiences to bridge the divide between what customers want and what the business delivers.
Read Twilio’s key findings here.
So great communication is the key driver to business success, right? Yes – so long as customers can communicate with businesses in the way they communicate with their friends. And one of the most favored forms of communication right now is texting. This is backed up by a recent study which reports that 9 out of 10 people want to talk to businesses using messaging- which includes texts.
But when a consumer receives a message from an organization, they expect to be able to respond back to that company on the same channel.
Which is why 2-way interactive SMS is so beneficial: For the business and the customer.
2-Way Text – For Instant Response
2-Way Text turns one-way customer contact into a more rewarding – and enduring – two-way relationship. With the right technology, organizations can send and receive text messages in real-time, and start a chat session when more than a simple response is needed.
In fact 2-way text is now available for Office 365, including Microsoft Teams and Skype for Business. So it’s never been easier for businesses to respond to customers fast. And respond to them on the channel they prefer.
And as a recent study found speed of response to be the most important factor in customer satisfaction, real-time, 2-way conversations are a major win-win for everyone.