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
Virtualization over the past years has become a key strategy for IT to acquire multi-tenancy, increase utilization, develop elasticity and improve security. And virtual machines (VMs) are quickly becoming a main vehicle for developing and deploying applications. The introduction of containers seems to be bringing another and perhaps overlapped solution for achieving the same above-mentioned benefits. Are a container and a virtual machine fundamentally the same or different? And how? Is one techn...
SYS-CON Events announced today that Infranics will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Since 2000, Infranics has developed SysMaster Suite, which is required for the stable and efficient management of ICT infrastructure. The ICT management solution developed and provided by Infranics continues to add intelligence to the ICT infrastructure through the IMC (Infra Management Cycle) based on mathemat...
SYS-CON Events announced today that Interoute, owner-operator of one of Europe's largest networks and a global cloud services platform, has been named “Bronze Sponsor” of SYS-CON's 20th Cloud Expo, which will take place on June 6-8, 2017 at the Javits Center in New York, New York. Interoute is the owner-operator of one of Europe's largest networks and a global cloud services platform which encompasses 12 data centers, 14 virtual data centers and 31 colocation centers, with connections to 195 add...
What sort of WebRTC based applications can we expect to see over the next year and beyond? One way to predict development trends is to see what sorts of applications startups are building. In his session at @ThingsExpo, Arin Sime, founder of WebRTC.ventures, will discuss the current and likely future trends in WebRTC application development based on real requests for custom applications from real customers, as well as other public sources of information,
SYS-CON Events announced today that Cloudistics, an on-premises cloud computing company, has been named “Bronze Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Cloudistics delivers a complete public cloud experience with composable on-premises infrastructures to medium and large enterprises. Its software-defined technology natively converges network, storage, compute, virtualization, and management into a ...
Deep learning has been very successful in social sciences and specially areas where there is a lot of data. Trading is another field that can be viewed as social science with a lot of data. With the advent of Deep Learning and Big Data technologies for efficient computation, we are finally able to use the same methods in investment management as we would in face recognition or in making chat-bots. In his session at 20th Cloud Expo, Gaurav Chakravorty, co-founder and Head of Strategy Development ...
Now that the world has connected “things,” we need to build these devices as truly intelligent in order to create instantaneous and precise results. This means you have to do as much of the processing at the point of entry as you can: at the edge. The killer use cases for IoT are becoming manifest through AI engines on edge devices. An autonomous car has this dual edge/cloud analytics model, producing precise, real-time results. In his session at @ThingsExpo, John Crupi, Vice President and Eng...
What if you could build a web application that could support true web-scale traffic without having to ever provision or manage a single server? Sounds magical, and it is! In his session at 20th Cloud Expo, Chris Munns, Senior Developer Advocate for Serverless Applications at Amazon Web Services, will show how to build a serverless website that scales automatically using services like AWS Lambda, Amazon API Gateway, and Amazon S3. We will review several frameworks that can help you build serverle...
In the enterprise today, connected IoT devices are everywhere – both inside and outside corporate environments. The need to identify, manage, control and secure a quickly growing web of connections and outside devices is making the already challenging task of security even more important, and onerous. In his session at @ThingsExpo, Rich Boyer, CISO and Chief Architect for Security at NTT i3, will discuss new ways of thinking and the approaches needed to address the emerging challenges of securit...
The taxi industry never saw Uber coming. Startups are a threat to incumbents like never before, and a major enabler for startups is that they are instantly “cloud ready.” If innovation moves at the pace of IT, then your company is in trouble. Why? Because your data center will not keep up with frenetic pace AWS, Microsoft and Google are rolling out new capabilities In his session at 20th Cloud Expo, Don Browning, VP of Cloud Architecture at Turner, will posit that disruption is inevitable for c...
SYS-CON Events announced today that Loom Systems will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Founded in 2015, Loom Systems delivers an advanced AI solution to predict and prevent problems in the digital business. Loom stands alone in the industry as an AI analysis platform requiring no prior math knowledge from operators, leveraging the existing staff to succeed in the digital era. With offices in S...
There are 66 million network cameras capturing terabytes of data. How did factories in Japan improve physical security at the facilities and improve employee productivity? Edge Computing reduces possible kilobytes of data collected per second to only a few kilobytes of data transmitted to the public cloud every day. Data is aggregated and analyzed close to sensors so only intelligent results need to be transmitted to the cloud. Non-essential data is recycled to optimize storage.
"I think that everyone recognizes that for IoT to really realize its full potential and value that it is about creating ecosystems and marketplaces and that no single vendor is able to support what is required," explained Esmeralda Swartz, VP, Marketing Enterprise and Cloud at Ericsson, in this SYS-CON.tv interview at @ThingsExpo, held June 7-9, 2016, at the Javits Center in New York City, NY.
As businesses adopt functionalities in cloud computing, it’s imperative that IT operations consistently ensure cloud systems work correctly – all of the time, and to their best capabilities. In his session at @BigDataExpo, Bernd Harzog, CEO and founder of OpsDataStore, will present an industry answer to the common question, “Are you running IT operations as efficiently and as cost effectively as you need to?” He will expound on the industry issues he frequently came up against as an analyst, and...
In his General Session at 16th Cloud Expo, David Shacochis, host of The Hybrid IT Files podcast and Vice President at CenturyLink, investigated three key trends of the “gigabit economy" though the story of a Fortune 500 communications company in transformation. Narrating how multi-modal hybrid IT, service automation, and agile delivery all intersect, he will cover the role of storytelling and empathy in achieving strategic alignment between the enterprise and its information technology.