Is Customer Communication Fractured?

Close the gap with the right channel, at the right time, and with the right information


According to Twilo's communication report, Bridging the Communication Divide, nearly 7 out of 10 businesses think they communicate effectively with their customers.  Yet only 2 out of 10 customers agree.

The result? A negative impact on the company's bottom line.

The most successful businesses, Twilio concludes, effectively bridge the gap between customer expectations and their actual offerings. They do this by using the right channel at the right time and with the right information.

Read Twilio's key findings

Customers want to communicate with businesses in the same way they communicate with their friends!

So, the key driver to business success is great communication, right? 

Yes, so long as customers can communicate with businesses in the same way they communicate with their friends. And one of the most favored forms of communication right now is texting, or SMS. 

A recent study supports this, reporting that 9 out of 10 people want to talk to businesses using messaging. And that includes SMS.

But when a consumer receives a message from an organization, they expect to be able to respond back to that company on the same channel. 

Which is why 2-way interactive SMS is so beneficial: for both the business and the customer.

Text messaging for an instant response

2-Way text turns one-way customer contact into a more rewarding – and enduring – 2-way relationship. With the right technology, organizations can send and receive text messages in real-time, and start a chat session when more than a simple response is needed. 

And since advanced text messaging is now available for Microsoft 365 (including Microsoft Teams), and Cisco Webex, it's never been easier for businesses to respond to customers quickly on the channel they prefer. 

A recent study found speed of response to be the most important factor in customer satisfaction. And that makes real-time, 2-way conversations a win-win for everyone.

Add 2-Way SMS to Microsoft Teams, Cisco Webex, and your browsers

YakChat integrates 2-way SMS with Microsoft 365, Unified Communications platforms, and browsers. Find out more here, or contact us with your questions.