Report: Text Messages, Online Chat Essential Channels for Businesses

More than 70% of US consumers polled in a survey commissioned by business messaging platform Quiq had engaged with businesses via text messaging or online chat two or more times in the previous month.

That should be a signal to businesses that email and phone are no longer sufficient; messaging will be key to survival for consumer-facing businesses of the future.

What’s more, consumers not only reach out to businesses via messaging but are also happy to hear from them proactively. Seventy percent of respondents said they would be happy to hear from their favorite brands via messaging.

Consumers often reach out to businesses via message to discuss bills (43%), account issues (42%), and to check the status of orders (25%).

The ability to communicate with a business via message is becoming an expectation — depending on the sector. Nearly 60% of respondents said they expect online retailers to be available on messaging platforms.

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Joe Zappa is the Managing Editor of Street Fight. He joined Street Fight as a contributing writer in 2015, has compiled the daily newsletter since 2016, and has spearheaded the newsroom's editorial operations since 2018. Follow him on Twitter @joe_zappa, and shoot him an email at jzappa@streetfightmag.com.
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