SMBs going through CX challenges as customers now count on quick resolutions, a number of communications channels

News Author


Huge manufacturers and enterprises aren’t the one ones going through the CX ultimatum—new analysis from digital transformation-focused cloud communications agency Vonage finds that small- and medium-sized companies (SMBs) are additionally underneath new pressures to ship on the client expertise. Certainly, the analysis finds that fast resolutions and entry to a number of buyer communication channels are two of the highest expectations for customers when interacting with SMBs.

Actually, 29 p.c of respondents indicated that in terms of interacting with SMBs that use chatbots, voice recognition or any AI communications device, quick response occasions is their high expectation. Moreover, respondents prioritized sooner resolutions with voice (27 p.c) and video (25 p.c) engagements. Of these respondents that have interaction with SMBs via video, 42 p.c indicated they’re on the lookout for a human connection with out having to satisfy in-person.

Which communications channels work finest?

The analysis discovered that 23 p.c ranked voice calls first. Particular to the healthcare {and professional} providers industries, voice additionally reigns supreme with 33 p.c and 32 p.c of respondents, respectively, selecting voice calls as their most well-liked communications channel. For retail SMBs, nevertheless, 32 p.c indicated they like electronic mail, adopted by voice (25 p.c).

The survey additionally revealed that 60 p.c of respondents view SMBs that don’t present entry and/or assist via a number of communications channels as much less favorable, however would nonetheless work with the SMB. Nevertheless, 16 p.c indicated they’d view the enterprise as much less favorable and never work with the SMB once more sooner or later. 

Manufacturers are in the end at all times competing with their prospects’ final nice expertise

These findings exhibit that, to exceed buyer expectations and obtain continued  buyer loyalty, it’s vital that SMBs supply a wide range of communications channels to attach with prospects.

“Buyer expertise shouldn’t be one-size-fits-all, and all companies, together with SMBs, ought to contemplate that client preferences are ever-changing. There’s a transparent have to constantly consider communication channels to maintain prospects completely satisfied and coming again,” stated Pleasure Corso, chief advertising officer for Vonage, in a information launch. “As new communications preferences emerge, implementation of those channels doesn’t need to be sophisticated. A cloud-based platform might help companies simply implement and scale their communications throughout voice, video, messaging as their prospects choose. Doing so will go a good distance in delivering high-quality buyer engagements and satisfaction.”

Further survey findings additionally revealed:

  • Whereas many customers nonetheless choose physician appointments in-person (68 p.c), a 3rd of respondents (32 p.c) choose video, signaling a rising want for healthcare suppliers to implement video communications instruments.
  • Customers are snug suggesting their most well-liked communications channels to SMBs with practically half of respondents (46 p.c) indicating they’d achieve this if it wasn’t already supplied.
  • Preferences for sure communications channels with SMBs can differ, with 30 p.c of respondents indicating their preferences change relying on the day.

The survey findings are primarily based on a Pollfish survey performed the week of April 10, 2023 and included responses from 1,500 U.S. respondents above the age of 18 who not too long ago interacted with a small- and/or medium-sized enterprise.