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Mobile customer engagement is huge these days and, according to a new Vibes study, consumers expect service-based communications from companies. Whether it’s an alert that their payment has been processed or their order has shipped, these functional notifications deliver tremendous value to consumers by keeping them updated on their various interactions with a business, the study noted.
Based on data from more than 1,000 consumers, here are some key takeaways from the study:
Mobile phones are the No. 1 preferred device for service-based messages – The majority of consumers (70%) prefer to receive service-based messages on their mobile phones.
Service-based messages create a competitive advantage – 84% of consumers stated service-based messaging has an impact on their decision to choose one company over another.
Including key details and delivering service-based messages instantly drives satisfaction – Conveying basic information (e.g., time, date, tracking information) and speed are the most important features of service-based messages in terms of positively impacting customer satisfaction.
Text messaging is the fastest communication channel for purchase information – Most consumers (78%) said a text message is the fastest way to be reached for important service updates on purchases.
“With the enterprise shift to mobile, mobile messaging has become a top priority and complement to email strategies to provide the best experience possible for customers,” said Jack Philbin, co-founder and CEO of Vibes. “Transactional messaging on mobile provides an immense opportunity to gain a non-marketing mobile touch point, drive cost savings and innovate your brand. We’re already seeing large enterprises turn to Vibes to capitalize on the immediacy of mobile and power transactional messaging programs to reach consumers on their most trusted and heavily used device in a way that is easy for them.”
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