Welcome!

News Feed Item

New Study Finds Americans are Frustrated Being Tied Down for Customer Service Help, Would Prefer Text Messaging

In a new study conducted by Harris Poll on behalf of OneReach, a cloud-based business communications platform, 81 percent of U.S. adults say they are frustrated with being tied to a phone or computer to wait for customer service help. Among those with text messaging capability, 64 percent say they would prefer to perform some kind of customer service activities with companies through text messaging versus over the phone.

The types of customer service activities people with text messaging capability would most prefer to handle through the channel include:

  • Check order status (38 percent)
  • Schedule or change appointments (32 percent)
  • Make or confirm reservations (31 percent)
  • Ask a question (30 percent)
  • Find a store location (30 percent)
  • Check balances or due dates (30 percent)
  • Refill orders (29 percent)
  • Reset password (27 percent)

Nearly half (48 percent) of people say it would be convenient for them if companies offered a text messaging option for customer service, and 44 percent of those with text capability say they would rather press a button to initiate a text conversation immediately instead of waiting on hold to speak with a live agent.

“These findings should be eye-opening for every company, in regard to both customer engagement as well as their bottom line,” said Rich Weborg, CEO of OneReach. “Text messaging has largely been ignored by companies, except as a marketing tool, but these results show that the majority of customers prefer to engage with them via text. This leaves a huge opportunity for companies to serve their customers through the channel they prefer.”

Text-enabling customer service can also have a positive impact on a brand. Sixty four percent of consumers with text capability have at least one of the following positive reactions to a company that offers SMS as a customer service channel:

  • 41 percent say they feel the company understands their time is important
  • 40 percent say they believe the company is progressive
  • 28 percent say they would recommend the company to others
  • 23 percent say they would stay loyal to the company
  • 21 percent say they would choose the company over others that do not offer the service

Until now, it has been difficult for businesses to incorporate SMS into their contact center. In recent years, technological advances have made it possible for companies to incorporate SMS in nearly the same way they had incorporated IVRs. Solutions like OneReach have made it easy for a business to adopt multi-channel IVRs that automate SMS responses and route text messages to contact centers for live agents to respond to, letting the customer resolve their support issues entirely by text message.

Companies can quickly SMS-enable their current toll-free phone number through Twilio, and then quickly activate the channel by using the OneReach easy-to-use visual design tool to build and manage personalized, customer-facing solutions without the need for custom development.

“If you want to attract and retain customers, you need to provide an excellent customer experience. Part of delivering that experience is enabling your customers to connect with you using their preferred communication method,” said Lynda Smith, Chief Marketing Officer of Twilio. “We’re pleased to be the platform that enables businesses to build the exact communication solutions they need. And we’re pleased to partner with OneReach to offer a complete solution for organizations that don't want to write a single line of code.”

The study found that younger consumers are most likely to embrace text messaging as a customer service option. Seventy six percent of adults age 18 to 34 with text capability say they would prefer to interact with companies through this channel, and younger adults age 18-34 are twice as likely as those 35 and over to stay loyal to a company that offers SMS customer service (34 versus 17 percent, respectively). The majority of all U.S. adults 18 and older who are students – 83 percent – would prefer to use text messaging for customer service rather than the options usually available.

Busy parents with children under age 18 in the household are also more likely to want to perform customer service activities through text messaging (61 percent) over those without children (43 percent).

“We often hear that text messaging is just for young people, and that we don’t have to pay attention to it yet, but in the survey, we saw high responses from all different demographics and age groups who would use text messaging for customer service – including those age 55 and over, people with children, and people who are retired,” said Weborg. “People view their time as valuable across the board, and they don’t want to spend it on hold. In order to provide the best customer experience, this is a channel companies need to be addressing.”

Survey Methodology
This survey was conducted online within the United States by Harris Poll on behalf of OneReach from July 1-3, 2014 among 2,063 adults, ages 18 and older. This online survey is not based on a probability sample and therefore no estimate of theoretical sampling error can be calculated. For complete survey methodology, including weighting variables, please contact Jill Petersen, [email protected].

About OneReach
OneReach helps companies have interactive two-way conversations with their customers through multiple channels. Using a combination of automation and live agents, companies can easily craft a personalized customer experience using the OneReach platform. Created by a team of customer experience experts, OneReach helps companies enhance their customer service efforts by seamlessly incorporating voice, text messaging, email and other communication channels into a single communications system that increases customer loyalty while decreasing operational costs. OneReach easily integrates with any back-end system without the need for development resources.

For more information on OneReach, call or text 303-974-7351, or visit www.onereach.com. Follow us on Twitter @onereach and LinkedIn.

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
In his general session at 21st Cloud Expo, Greg Dumas, Calligo’s Vice President and G.M. of US operations, will go over the new Global Data Protection Regulation and how Calligo can help business stay compliant in digitally globalized world. Greg Dumas is Calligo's Vice President and G.M. of US operations. Calligo is an established service provider that provides an innovative platform for trusted cloud solutions. Calligo’s customers are typically most concerned about GDPR compliance, applicatio...
Widespread fragmentation is stalling the growth of the IIoT and making it difficult for partners to work together. The number of software platforms, apps, hardware and connectivity standards is creating paralysis among businesses that are afraid of being locked into a solution. EdgeX Foundry is unifying the community around a common IoT edge framework and an ecosystem of interoperable components.
SYS-CON Events announced today that N3N will exhibit at SYS-CON's @ThingsExpo, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. N3N’s solutions increase the effectiveness of operations and control centers, increase the value of IoT investments, and facilitate real-time operational decision making. N3N enables operations teams with a four dimensional digital “big board” that consolidates real-time live video feeds alongside IoT sensor data a...
SYS-CON Events announced today that TidalScale will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. TidalScale is the leading provider of Software-Defined Servers that bring flexibility to modern data centers by right-sizing servers on the fly to fit any data set or workload. TidalScale’s award-winning inverse hypervisor technology combines multiple commodity servers (including their ass...
As hybrid cloud becomes the de-facto standard mode of operation for most enterprises, new challenges arise on how to efficiently and economically share data across environments. In his session at 21st Cloud Expo, Dr. Allon Cohen, VP of Product at Elastifile, will explore new techniques and best practices that help enterprise IT benefit from the advantages of hybrid cloud environments by enabling data availability for both legacy enterprise and cloud-native mission critical applications. By rev...
Companies are harnessing data in ways we once associated with science fiction. Analysts have access to a plethora of visualization and reporting tools, but considering the vast amount of data businesses collect and limitations of CPUs, end users are forced to design their structures and systems with limitations. Until now. As the cloud toolkit to analyze data has evolved, GPUs have stepped in to massively parallel SQL, visualization and machine learning.
With major technology companies and startups seriously embracing Cloud strategies, now is the perfect time to attend 21st Cloud Expo October 31 - November 2, 2017, at the Santa Clara Convention Center, CA, and June 12-14, 2018, at the Javits Center in New York City, NY, and learn what is going on, contribute to the discussions, and ensure that your enterprise is on the right path to Digital Transformation.
Join IBM November 1 at 21st Cloud Expo at the Santa Clara Convention Center in Santa Clara, CA, and learn how IBM Watson can bring cognitive services and AI to intelligent, unmanned systems. Cognitive analysis impacts today’s systems with unparalleled ability that were previously available only to manned, back-end operations. Thanks to cloud processing, IBM Watson can bring cognitive services and AI to intelligent, unmanned systems. Imagine a robot vacuum that becomes your personal assistant th...
Digital transformation is changing the face of business. The IDC predicts that enterprises will commit to a massive new scale of digital transformation, to stake out leadership positions in the "digital transformation economy." Accordingly, attendees at the upcoming Cloud Expo | @ThingsExpo at the Santa Clara Convention Center in Santa Clara, CA, Oct 31-Nov 2, will find fresh new content in a new track called Enterprise Cloud & Digital Transformation.
The dynamic nature of the cloud means that change is a constant when it comes to modern cloud-based infrastructure. Delivering modern applications to end users, therefore, is a constantly shifting challenge. Delivery automation helps IT Ops teams ensure that apps are providing an optimal end user experience over hybrid-cloud and multi-cloud environments, no matter what the current state of the infrastructure is. To employ a delivery automation strategy that reflects your business rules, making r...
Most technology leaders, contemporary and from the hardware era, are reshaping their businesses to do software. They hope to capture value from emerging technologies such as IoT, SDN, and AI. Ultimately, irrespective of the vertical, it is about deriving value from independent software applications participating in an ecosystem as one comprehensive solution. In his session at @ThingsExpo, Kausik Sridhar, founder and CTO of Pulzze Systems, will discuss how given the magnitude of today's applicati...
Smart cities have the potential to change our lives at so many levels for citizens: less pollution, reduced parking obstacles, better health, education and more energy savings. Real-time data streaming and the Internet of Things (IoT) possess the power to turn this vision into a reality. However, most organizations today are building their data infrastructure to focus solely on addressing immediate business needs vs. a platform capable of quickly adapting emerging technologies to address future ...
What is the best strategy for selecting the right offshore company for your business? In his session at 21st Cloud Expo, Alan Winters, U.S. Head of Business Development at MobiDev, will discuss the things to look for - positive and negative - in evaluating your options. He will also discuss how to maximize productivity with your offshore developers. Before you start your search, clearly understand your business needs and how that impacts software choices.
SYS-CON Events announced today that Ryobi Systems will exhibit at the Japan External Trade Organization (JETRO) Pavilion at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Ryobi Systems Co., Ltd., as an information service company, specialized in business support for local governments and medical industry. We are challenging to achive the precision farming with AI. For more information, visit http:...
As popularity of the smart home is growing and continues to go mainstream, technological factors play a greater role. The IoT protocol houses the interoperability battery consumption, security, and configuration of a smart home device, and it can be difficult for companies to choose the right kind for their product. For both DIY and professionally installed smart homes, developers need to consider each of these elements for their product to be successful in the market and current smart homes.