Why Messaging with Customers Makes Sense

Why add omnichannel solutions to your customer communications processes? Read this executive brief to learn the top eight reasons why you should embrace SMS and other messaging channels today.

Learn More

Why Messaging with Customers Makes Sense

According to Aberdeen Research, companies who provide an omnichannel customer experience achieve a 91% higher year-over-year increase in customer retention. That’s probably because 9 out of 10 customers prefer to connect with businesses using messaging, as opposed to phone or email.

In today’s connected world, messaging may be the most universal way that people communicate with each other, and it’s transitioning to businesses as well. Smart companies are learning to be more like their customers, who are chatting, texting, sharing ideas, and connecting on social media.

Messaging allows you to connect with your customers in a more intimate and preferred way, offering the ability to provide instant support, schedule appointments, make real-time product suggestions, close a sale, and get immediate feedback.

Read this executive brief and discover how digital disruptors like Airbnb, Yelp, Lyft, and Dell use messaging to connect with their customers, and why they chose Twilio to fuel their omnichannel conversations.

Short on time? Here are the key takeaways:

  • Connect with your customers on whatever channel they prefer: Web & mobile chat, SMS, Facebook, Twitter, Email, WeChat, LINE, and WhatsApp.
  • Omnichannel capabilities and 2-way conversations make it easier for businesses to answer questions, rectify complaints, and deliver important documents, receipts, and product information.
  • Messaging accelerates ROI by streamlining communications, improving employee productivity, and increasing customer satisfaction.
  • Cloud communication APIs make it easy to build and customize a messaging service in a matter of days.
  • Data analytics, speech recognition, and advanced contact routing enhances the customer experience and fuels intelligent conversations.

Twilio is recognized as a cloud communications industry leader by Gartner, Forrester, Ovum, and IDC. Talk to us about your customer communication needs.