Most customers in the United States would prefer to text with a member of a retail store team according to a preference study by HeyWire Business. Over half of the sample said they would like to be able to text a company representative. Additionally, one third (31%) would rather text than use their current form of communication such as the telephone.
“In today’s world, consumers increasingly prefer texting in both their personal and business lives, and they are clearly seeking text conversations as a fast, efficient customer support option,” – Meredith Flynn-Ripley (CEO, HeyWire)
Frustration with being put on hold may be one reason, but the convenience of being able to retrieve important information such as operating hours, especially around holidays when they might be different is likely the driving factor. Younger generations also seem to be more inclined to seek convenience factors. The data support the idea that customers would also prefer to text message a pet store about booking grooming appointments when they can’t set aside time for a phone call to inquire.
It is known that customer communication is key for overall customer satisfaction, and it is important to be able to meet the demands of your customers in order to retain loyal customer bases. For pet store owners, keeping on an open line of communication means that you can get feedback, and answer questions about when a specific brand or flavor of food will be in stock. CBD based products for pets are quickly growing in popularity, and frequently coming into and out of stock. Being able to ask about products availability is important to customers in order for them to make a trip into your store when they know you have what they need ready to go for them, and their pet.