Cloud communication company Sinch conducted a global study to explore opportunities that brands can grab to offer more value to customers.
Though digital transformation is not novel, brands have yet to deliver the most useful digital and mobile experiences that consumers want in a post-COVID world. 88% of customers want to make appointments by text or messaging, but only 36% of them can do that.
The study found enterprise brands have been slow to innovate via messaging. Many companies do not know their customers’ preferred communication channels and have siloed internal systems and data processes.
Sinch’s CMO Jonathan Bean said consumers want brands to take a mobile-first approach. He added, “… they want utility at the press of a button: the ability to reserve, confirm, purchase, cancel, inform, entertain, and seek connections in an intuitive, personalized way.”
[4 minute read]