Small business, Unified communications

Small Business Customer Engagement: Don’t Forget Text Support

Phone in the dark

Phone in the dark

Consumers overwhelmingly want to support small businesses, but want more communication options to do so, recent survey results from Cloudli Communications revealed.

The survey, which polled 1,000 U.S. consumers, revealed that 94% of respondents wanted to support small businesses, but that 87% of patrons opt to shop online because purchasing locally is too inconvenient. The remedy — according to 78% of respondents — is simply having the ability to text local businesses, the results found.

Consumers Want to Text Small Businesses

In fact, 93% of consumers who did support local businesses wanted both text and voice options when communicating, the survey results showed.

An overwhelming number (76%) of consumers reported they'd be more likely to frequent a small-to-medium size business that offers text messaging. Over two-thirds said they'd make the switch to shopping local if the business offered text messaging, the survey results found.

The ability to text message favorite businesses and brands is highly desired by all age groups responding to the survey. When polled, over 80% of all generations surveyed reported wanting to text their favorite brands and businesses.

Gavin Macomber, CEO, Cloudli Communications

Respondents were nearly unanimous that there is a time and place for both messaging and calling depending on the situation, though 77% of Gen X, Millennials and Gen Z shared that they're more likely to shop with a business they can text.

Other interesting findings from the survey include:
  • 84% reported they'd respond to a text message from a business.
  • 66% of consumers noticed an increase in text messaging from businesses during the pandemic.
  • 7 out of 10consumers reported that text messaging local businesses has made their shopping experience more convenient.
  • 70% shared they'd recommend a local business that offers text messaging options to their friends and family.
  • 70% of consumers found text message appointment reminders to be among the most helpful

Blended Communication Strategies

"As a small business owner, it can be challenging to stay on top of incoming and outgoing communications," said Gavin Macomber, CEO of Cloudli. "Making use of technologies that enable your team to employ a blended communication strategy provides an opportunity to connect with your customers in a manner most convenient to them."

Cloudli Communications is owned by CPS Capital, a Toronto-based private equity firm.

Sharon Florentine

Sharon is a master technology storyteller and editor with omnichannel experience: books and print magazines, digital, webcast, blogging, podcast, live events and video and associated brand-specific social media content. From 1999 to 2003, she acquired and edited technology books and certification exam prep guides.

After a year spent in publicity and editorial at mass-market book publishers, she returned to tech publishing and, since 2004, explored B2C and B2B news, issues and trends in consumer, lifestyle, software, software development, AI, ML, networks, big data, hardware, security, storage, cloud, equity, inclusion, diversity, women in tech, career development, IT management, H-1B visa issues and immigration, education, training and learning.

Her previous role was as the managing editor at Techstrong Group in charge of Cloud Native Now, DevOps.com, Security Boulevard and Techstrong ITSM and their brand-specific social media. She currently serves as editorial director for CyberRisk Alliance’s channel brands, ChannelE2E and MSSP Alert and acting editorial director for SC Media UK. Drop me a note and let’s talk!

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