Tag: customer communication

RCS Takes the Lead in Customer Communication This Black Friday

Black Friday inboxes and message feeds looked very different this year. Instead of receiving discount alerts, shoppers were scrolling through interactive cards, tapping product carousels, and exchanging two-way messages with brands inside their native messaging apps. That shift was driven...

Brits still trust letters over emails, study finds

In an age of emails, texts, and endless app notifications, you’d think the humble letter was dead. Think again. New research from Quadient reveals that Brits still love their post—79% sent a letter last year, and over half (53%) say...

SMS becomes a critical tool for consumer engagement 

According to the latest report by EZ Texting, there has been a dramatic shift in consumer behaviour, with SMS emerging as a pivotal channel for business communication, boasting an astonishing 98% open rate. This shift highlights the transformation of texting...

Real-time responses, trust, and personalisation among key trends in customer communication in 2025

With over 800 billion interactions taking place annually across industries, the trends shaping digital communication point to a growing demand for speed, personalisation, and trust. By 2025, key statistics indicate that customer expectations will continue to rise, driving companies to...

UK adults spend record 4+ hours online daily as social media dominates

The average U.K. adult now spends 4 hours and 20 minutes online each day, according to Ofcom’s Online Nation 2024 report, which tracks digital habits across the country. This increased from 2023, when the average was 3 hours and 41...

The internet has made connection a whole new conversation 

As a Gen Z-er born in 1999, I’ve been online and with a phone in my hand for over half of my life. I got a non-internet flip phone just to text my parents and play Tetris at age 9,...

Millennials and Gen Zers hate using the phone — what does that mean for customer and employee experience?

I got my son his first phone when he started secondary school, so he would’ve been nearly 11. We justified our decision by saying he needed one to call us in case of an emergency. Five years later, and we’re opening...

Customers are losing millions of pounds from energy and broadband firms

A new Which? survey has found that energy and broadband UK customers have lost an estimated £298 million and 27.3 million hours to poor customer service. In the past year, 45% of respondents had contacted their broadband supplier, and 42%...

Frustration grows as 43% of customers can’t find answers in self-service

According to a recent Gartner survey, although many companies have invested in these capabilities, only 14% of customer service and support issues are fully resolved through self-service. The report revealed that even for “very simple” problems, only 36% of customers...

Gen Z speaks out: meet us on WhatsApp or risk losing our loyalty

A recent survey by CommBox shows that Gen Z (16-24-year-olds) prefer to interact with companies using native channels such as WhatsApp and Instagram. This is a critical opportunity for shops looking to engage younger consumers since Generation Z is vocal...