69% of consumers prefer communicating with brands over text messages rather than calls

New Ideas in MarketingEssential news for marketers, summarised by YouGov
January 09, 2020, 10:09 AM UTC

A survey of 1,000 US adults found that 72% of respondents are likely to purchase from companies that communicate via chat messaging.

Recent research from Avochato revealed that nearly two-thirds of consumers would shift to a brand that provided text messaging as a communication option. Additionally, 90% of consumers would rather speak with an employee of a company than an automated bot or an answering machine.

The study also found that 72% of respondents prefer companies that communicated travel plans, reminders and updates through text messages. Also, 60% use a financial service that updates consumers with accounts, bills and payment reminders.

Further, 61% of respondents said they would recommend companies that communicate over texts to their friends. While consumers were concerned about scam calls, 75% of them said that find it helpful to receive text messages for appointment and reminders.

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