Texting Takes Center Stage in Contact-Free EConomy

THE POWER OF MOBILE COMMUNICATIONS In 2019, 69% of people would rather use their phone than approach an in-store employee With the spread of COVID-19, mobile communications are more important than ever The Mobile Revolution In 2019, consumers used mobile to Customers Driven Communication Increasingly, consumers dictate how businesses communicate with them of smartphone owners prefer messages to 85% 81% 79% 32% 10% calls or emails Manage Finances Make Online Access Government Receive Purchases Telehealth ignore marketing 55% emails due to inbox overload Services Care "When we want something, we expect our phone to tell us where the product is being sold at a store nearby. and even tell us if it's in stock this very moment. 29% never listen to voicemail And when we are ready to transact, we expect it to be frictionless and fast." Allan Thygesen President of Americas at Google Texting Takes Center Stage 90% of people open a text WITHIN 3 MINUTES Open Rate Response Rate Response Time 20% 5X HIGHER 90 HIGHER SECONDS 8X 90 60X HIGHER 98% 45% 6% MINUTES Text Email Text Email Text Email Before COVID-19, 68% of businesses used some form of messaging to connect with consumers - Now, nearly everything is virtual 68% Contact-Free Economy Consumers want information before they show up in person - 60% feel more confident and prepared when using mobile Retail BRANDS ARE REFOCUSING MARKETING STRATEGY MANY BEGAN ACCEPTING RETAILERS USED TEXT ORDERS THROUGH REAL- MESSAGING TO KEEP CUSTOMERS UPDATED with changing store hours and safety policies FROM EMAIL TO SMS, with mobile-only discounts and special offers TIME, two-way texting or instant messaging with a representative Due to the pandemic, curbside pickup has doubled since 2019 - 59% of consumers plan to continue using it 1 in 3 retailers who weren't offering curbside at the start of the pandemic Curbside Pick-Up are now scrambling to do so and 2 way messaging is a key feature GPS TRACKING ALLOWS TO CUSTOMERS TO Customers can SEND A PERSONALIZED MESSAGE WITH THEIR RECOMMENDATIONS 40% of shoppers don't care if they're messaging a bot or a human being - 27% can't tell the difference "CHECK-IN" WHEN LOCATION AND THEIR AT CHECK-OUT help make VEHICLE MAKE AND THEY LEAVE HOME, so staff are ready and waiting when they arrive up for lost revenue from in-store impulse purchases MODEL allowing them to remain in their cars Restaurants In March 2020 pizza deliveries rose 44% in a single week - 42% of consumers planned to increase their online restaurant orders due to quarantine Direct contonsep ptrin tetingallow staurants tolep phone nes nwhie ll taking orders fortaeut delivery wad mahing reervations the restaatant Postslgnedirecing astomen totetand recee coronai fnitarmanion boloreer slepoine foot ins ad pr ashor In March, Teladoc, the largest telehealth provider in the U.S. - saw a 50% increase in services in a single week Telehealth 7 in 10 patients want the option to text or email their medical provider Implementing messaging increases patient satisfaction to between 77% 96% Traditional healthcare providers can better engage with patients using messaging Appointment Confirmations Patient Prescription Refills Response 12% 46% 50% 72% of organizations plan to improve customer experience through digital in 2020 Mobile Messaging Is Essential 1 in 3 consumers have sent messages to a business and received no response largely because the business hadn't enabled 2-way texting 65% of consumers feel more positive toward businesses that offer messaging Consumers say messaging Shows that a company respects their time Makes them more likely to choose that company Increases the chance they'll recommend it to others Sources: Integrating effective, rapid, timely, and engaging communications is vital to being competitive in today's current landscape because customers are now dictating where and how businesses communicate with them and not the other way around oberla.com/blogmobile usagestatistics ripwhip.com/bloplcovid-19 restaurant texting tips privy.com/blog/the rise of text-message marketing elasticpath.com/blogbetter-BOPIS-curtside pickup kumahealthiotlogresource/why-patients-love-text beksystems.com/ervinsightsstate-of digital-transforation-2000 design-articles/mobile-ecommerce-statistics rinsights/smartphone productivity tools mobilepaymentstoday.com/blogs/with use-surging what-comes-next-for-mobile-banking thinkwithgoogle.com/marketing resourcesexperience-designices-latest-technology trends swheport/business texting-market survey report.pd statista.com/itatistics/1106497kelihood-online-food delivery-due to-coronavirushome-usa Presented by: techrepublic.comarticle/tusinesses-should-be texting-customers but with cybersecurity in mind soprano statescoop.com/most people dont want-to-access-govemment-serviceswiththeir-mobile devices forbes.com/sites/johnkoetsier/201N1L/14consumers-35x-more-likely digitalcommerce30.com/2020/0/1the-shopper-speaks-omnichannelis-amnipresent-amid-the-coronavirus streetfightmag.com/2020/os/21/7-ways-retailers-are using-mobile-messaging-to-connect during the pandemic newsweek.com/americans are turning-restaurant takeout delivery massive numbers while-selt isolating velp says 1493549 mckinsey.com/teatured-insighesleadership/the-future is not-what-it-used to-be thoughts on the shape-of the nest-normal pmewswire.cominews-releasesidata-over half-of-consumersignoreretailer-emails-becase of-inbox-overioad-300718477ht N NOWSOURCING americantelemed.org/industry-newsione-in-10-americans use-telehealth-but-nearly-75-lack awareness-or-access-power-finds