Today’s digital shoppers demand swift, seamless brand communications on SMS and chat apps

 

Zurich, Switzerland – [24/07/2024] – Mitto, a leading provider of global omnichannel communications solutions, today released its findings on consumer preferences and expectations when communicating with brands. In an ever-evolving digital landscape, understanding how customers want to interact with brands is crucial for businesses aiming to enhance customer experience and drive growth. To shed light on these preferences, Mitto surveyed consumers across Europe and the United Kingdom, revealing critical insights into the engagement strategies and communication channels that delight customers and maximize ROI for businesses.

 

Overall, the results indicated that 64 percent of consumers reported an improved shopping experience when they can interact with brands across multiple channels. Furthermore, 61 percent of shoppers switch between different channels when engaging with online brands, emphasizing the need for cohesive communication. Additionally, 84 percent of customers are more likely to recommend a brand after a positive experience, underscoring the impact of effective communication strategies on brand loyalty.

 

Mitto found that a multi-channel communications approach is essential for enhanced customer experiences. Seamless experiences are important to over 80 percent of consumers, highlighting the necessity for brands to provide cohesive interactions.

 

Additional Findings:

 

  • 57 percent of customers are ready to engage in two-way conversations with brands via chat apps.

 

  • Eight in 10 customers think it’s important for brands to continuously innovate their communication strategies.

 

  • 50 percent of consumers prefer SMS and chat apps, including WhatsApp and Viber, over traditional communication channels, demonstrating a shift towards real-time, convenient communication.

 

“These findings illustrate the critical role of multi-channel communication in today’s digital shopping experience,” said Sandro Stupar, Director of Product Management at Mitto. “Our research underscores how crucial it is for brands to stay ahead of the curve and meet customers on their favorite platforms. By being available on SMS, RCS and chat apps, businesses can wow customers with unified shopping experiences and fast, convenient interactions. The time for innovation is now. Brands must stay ahead of the communication curve to remain competitive.”

 

The survey, conducted among 1,000 European and UK participants who have shopped online in the past six months, provides a comprehensive overview of consumer preferences in the digital age. The insights gathered offer valuable guidance for brands looking to enhance their communication strategies and drive customer engagement.

 

Download the Full Report: For a comprehensive look at the survey results and insights, download the full report here.

 

About Mitto:

Mitto is a leading provider of global, omnichannel communications solutions, supporting business growth with advanced customer engagement technology and messaging enablement. Offering easy-to-integrate SMS, Voice, and Chat App APIs, next-generation business messaging, and end-to-end phone number management, Mitto’s platform ensures the world’s largest brands and MNOs are ready for what’s next. Follow Mitto on LinkedIn: @mittoglobal