“71% of online retailers are not addressing consumer communication preferences” says an article in Mobile Marketing Weekly. The statistic, based off an OpenMarket research poll, found that even as consumers are clamoring for SMS communication, most e-retailers haven’t adopted it into their outreach plans.
Consumers – especially Millennials – overwhelmingly prefer to communicate with companies using text messaging. They get frustrated easily by unending customer service phone calls, and want simple notifications to alert them to deliveries and promotions. But most companies haven’t yet heeded that call.
Here just a few standout statistics from the survey:
- 64% of consumers prefer texting vs. a voice call for customer service
- 81% are frustrated being tied to a phone or computer in order to reach a company
- 75% of Millennials prefer SMS messages for deliveries, promotions, and surveys
- 77% of consumers have a positive perception of companies who use text messaging
“Bottom line,” writes Mobile Marketing Watch, “If you’re an e-retailer not utilizing the power of text messaging, you’re risking potential irrelevancy next year.”