Currently 71% of online retailers are not addressing consumer communication preferences, according to OpenMarket research which polled 100 US-based e-tailers.
When 64% of consumers prefer texting vs a voice call for customer service needs and another 81% are frustrated being tied to a phone or computer in order to reach a company, this should be a loud and clear wake up call for all online retailers –especially since 77% of consumers have a positive perception of companies who use text messaging.
Bottom line: If you’re an e-retailer not utilizing the power of text messaging, you’re risking potential irrelevancy next year.
With 75% of millennials expressing a preference for deliveries, surveys, promotions, etc. – the writing is on the wall: Jump on the SMS train for customer engagement or risk missing a massive opportunity in 2017.
