Market Strategies International and Quiq Unveil New Report on Consumer Preference and Demand for Messaging
Quiq (https://goquiq.com), the leading provider of Messaging for customer service, today 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.
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.”
Our mission is to improve the way customers communicate with companies. We believe mobile message-driven communications will replace a significant portion of traditional phone and email interactions, reducing costs while improving customer satisfaction. Quiq makes it easy for customers to contact a business via Messaging, the preferred channel already in use with friends and family. With Quiq, customers can now engage customer service via SMS/text messaging, Facebook Messenger, web chat, and Kik, for help with their pre-sales questions and post-sales support. Find out more at https://goquiq.com/.
About Market Strategies International
Market Strategies International is a top market research firm focused on helping our clients make confident business decisions. We give people a voice in the products, services and policies that affect their lives and strive to make market research a positive force for our clients and society. Find out more at http://www.marketstrategies.com/en/about/.
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