Business

Most People Rather Text Businesses Than Wait On The Phone To Talk

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Eric Lieberman Managing Editor
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Nine out of 10 consumers want the ability to text message businesses their issues and problems, according to a new study.

The majority of businesses, though, do not have such a function, and instead rely on robocalls and potentially long waits for help from an actual person, whether face-to-face, on the phone or via email.

Twilio, a cloud communications company based in San Francisco, conducted a survey of 6,000 consumers in Asia, Europe and North America. It found consumers prefer direct messaging over face-to-face interactions, live web chats, and other alternatives, according to TechCrunch.

“If you communicate with people via their prefered [sic] medium you are much more likely going to get a response off them. If your target market is mainly Millennials (roughly people born between early 1980s to the early 2000s) then you may well find that communicating via instant messaging will be much more successful for you than email,” Sarah Kerrigan, a social media manager writing for LinkedIn said.

Participants of the study from South Korea, India, Singapore, the U.S., and the U.K., ranked direct messaging as a superior means of communication compared to the telephone. Only Japan and Germany chose telephone calls over messaging.

Not surprisingly, the study shows that millennials are even more prone to appreciating such a method of communication.

When aggregating all of the countries studied, 47 percent of users prefer standard text messaging. The next closest method of direct messaging is Facebook Messenger at 21 percent, followed by WhatsApp at 18 percent, LINE at 6 percent and Snapchat at 2 percent.

The study also included a supplemental question, in which consumers were asked if they’d rather give up messaging capabilities or sexual intercourse. Ten percent of respondents said they would rather give up sex than their ability to use direct messaging systems.

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