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OpenMarket and Zipwhip Research Reveals that Consumers are Texting Toll-free Numbers for SupportSEATTLE, May 27, 2015 /PRNewswire/ -- OpenMarket, a leader in enterprise mobile engagement, and Zipwhip, a cloud texting platform and service provider, today announced that a surprising number of consumers in North America are attempting to send text messages to toll-free numbers. The research indicates that consumers are turning to mobile messaging for customer support from Fortune 100 enterprises and other businesses, however, those requests are going unanswered which is a poor customer experience. Text-enabled, toll-free numbers represent the newest frontier in Enterprise-to-Person (E2P) messaging. In fact, consumers are already texting companies' toll-free numbers without a call-to-action. Text-enabled toll-free numbers allow companies to send and receive texts from their existing toll-free numbers. As soon as a number is text-enabled, businesses can provide support via SMS, the most frequently used capability of a mobile phone. For example, "Call or Text us at 1-800-YOURNUMBER" is a call-to-action that provides consumers with the flexibility to decide how to engage with businesses and enables them to control the pace of the conversation. According to a recent Harris Poll,1 81% of consumers are frustrated being tied to a phone or computer to wait for customer service help. Sixty-four percent of people prefer text messaging versus calling for customer service, and another 44% would rather send a text than stay on hold.2 In addition, mobile messaging is also the preferred communication choice for the crucial, smartphone generation – the millennials. Now outnumbering baby boomers, 77% of millennial consumers are likely to have a positive perception of companies that offer texting.3 The findings also showed that consumers expect to be able to engage via text messaging with companies across a broad spectrum of industries, including Automotive, Consumer Packaged Goods (CPG), Entertainment, Financial Services, High Tech, Insurance, Retail, and Transportation. Financial services companies have experienced the greatest demand by consumers for adding SMS to their existing toll-free numbers. Where mobile app usage and SMS banking alerts are already widely available in this industry, the research revealed that 231,805 message inquiries were attempted to be sent to the largest North American financial services organizations. "Consumers, particularly those in the millennial generation, expect their customer interactions to be easy, relevant and quick," said Jay Emmet, general manager for OpenMarket. "Savvy companies need to take note and reconsider how they engage with their customers. A mobile-first strategy that leverages SMS is essential to fostering immediate two-way communication and delivering a great customer experience. For these reasons, businesses should be text-enabling their existing toll-free numbers." "There are more than 47 million toll-free numbers in the U.S today," said John Lauer, CEO of Zipwhip. "Texting is too engrained into our daily communication for businesses not to support it on their main customer support lines. Our data shows that 9 out of 10 consumers prefer texting in for support after experiencing it firsthand." OpenMarket is the leading E2P messaging provider for Global 2000 enterprises via short codes, long codes and text-enabled toll-free numbers. Today, OpenMarket processes more than one billion mobile messaging interactions per month, connecting businesses to over three billion users and six billion devices worldwide. The company services over 400 enterprises globally, including four of the top 10 most respected global brands.4 For more information on text messaging solutions in the US and Canada, please visit: http://www.openmarket.com/wp-content/uploads/2015/04/Text-Messaging-Solutions-US-Interactive-April-2015.pdf To learn how to use one-way and two-way SMS messaging to deliver better customer service, watch this video: https://vimeo.com/126499748 About OpenMarket About Zipwhip About Amdocs Amdocs: Embrace Challenge, Experience Success. For more information, visit Amdocs at www.amdocs.com. Amdocs' Forward-Looking Statement
1 "The High Demand for Customer Service via Text Message," Harris Poll 2014.
To view the original version on PR Newswire, visit:http://www.prnewswire.com/news-releases/openmarket-and-zipwhip-research-reveals-that-consumers-are-texting-toll-free-numbers-for-support-300083821.html SOURCE OpenMarket; Zipwhip |