- Quiq, the leading provider of Messaging for customer service, revealed that consumers are willing to pay 17% more on average for a product or service that is supported by messaging. While it is well known that consumers use SMS/text messaging in their daily lives with friends and family, that same convenience has not been available with their favorite brands.
Woman messaging customer service
In 2015, Messaging became the most popular digital communication channel, surpassing social networking, to become the dominant form of personal communications across the globe (BI Report). Customer preferences for brand interactions have evolved alongside, with 64% of consumers preferring to text a company than talk over the phone.
"Today's consumers don't want to talk on the phone or wait for an email response. Nor do they have the time," says Mike Myer, Founder & CEO of Quiq. "With Quiq Messaging, a consumer can use his or her favorite Messaging app to be immediately connected with a company representative and get help with pre-sales and post-sales support questions."
According to the Customer Preference for Messaging report by Market Strategies International, 66% percent of respondents rank Messaging overall as their preferred channel for contacting a company. When asked what they would contact a company for, 70% of respondents said they would use mobile messaging to help troubleshoot an issue and 64% would use it to make a purchase or booking (Report). But consumers haven't been able to interact with brand contact centers via messaging until now.
Additional key findings:
Nearly 100% of millennials (age 18-34) text every day, while 8 out of 10 (age 35 and above) text daily
Cable/Internet/Wireless providers, retailers, video streaming services, travel services, and financial services are the top industries consumers want to message
71% of consumers find SMS/text messaging to be very or extremely effective for engaging with a brand
Convenience, quick response times, and easy of texting are the top 3 reasons consumers want to use messaging
82% of consumers say a poor customer service experience would significantly impact their decision to continue to do business with a company
6 out of 10 would never buy again from a company that delivered a poor customer service experience
"Consumers see such a significant value in mobile messaging that it is impacting their behavior," states, Paul Hartley, Managing Director, Marketing Strategies International. "It improves their brand perceptions, causes them to select one product over another, and they are even will to pay more for it. It is impossible to ignore a platform that makes such a measurable impact to the top and bottom line."